Client Service Manager – Vice President

JPMorgan Chase & Co.•New York, NY

About The Position

At JPMorganChase, we are committed to delivering exceptional client service. As a Client Service Manager – VP in Securities Services, you will have the opportunity to build strong relationships with our clients and ensure their satisfaction with our services. You will join the client service team with an assigned book of clients, taking ultimate ownership for client satisfaction by coordinating internal teams and resources to successfully service your book of business and drive client satisfaction.

Requirements

Bachelor’s degree
At least eight years of experience working at a financial services organization focused on servicing institutional clients
Strong knowledge of Global Custody and/or Traditional, Hedge, Private Fund Services
Strong communication, presentation, and project management skills
Ability to work under pressure, prioritize appropriately, meet tight deadlines, and juggle multiple demands simultaneously
Creative thinker and problem solver, able to manage through conflict, with a strong ability to adapt to changing priorities
Ability to lead complex issues, engage appropriate business and external partners, and influence at all levels
Ability to exercise sound judgment and make effective decisions on behalf of clients and JPMorganChase

Responsibilities

Build relationships with clients and serve as the escalation contact for clients and JPMorganChase stakeholders
Own and conduct client meetings, update clients on product and system enhancements, and work to ensure ongoing client satisfaction
Establish an ongoing governance structure and lead governance of processes for all products, including measurement and monitoring of service levels using KPIs and RAG ratings
Partner with the Sales organization on incremental business opportunities and prospective deals
Drive reduction of billing errors and carry costs
Provide strong oversight and manage to completion all global initiatives in-flight by the broader organization
Define and manage remediation projects to address any areas where service is no longer meeting client expectations