Welcome to JPMorgan Chase. As the Client Service Delivery Manager you will be able to lead within a client facing instruction-led group whose core responsibilities include managing advanced client onboarding, guiding clients through market and regulatory requirements to enable trading and other client driven events. This role enables you to steer and manage the global client facing team in Collateral Client Account Services. Managing service delivery includes performing complex customer onboardi... more details
Welcome to JPMorgan Chase.
As the Client Service Delivery Manager you will be able to lead within a client facing instruction-led group whose core responsibilities include managing advanced client onboarding, guiding clients through market and regulatory requirements to enable trading and other client driven events. This role enables you to steer and manage the global client facing team in Collateral Client Account Services. Managing service delivery includes performing complex customer onboarding by consulting with both internal and external contacts to meet key results within a timely manner. You will also coach and develop the team to build their skills and capabilities, driving process improvement, efficiency and quality of delivery to collateral clients.
Your purpose within Client Account Services
To lead a collaborative team of individuals and drive the team to success, resolving complex client queries.
To build trusting professional relationships and connect with both external and internal clients.
To deliver seamless client experience and ensure outcomes are achieved in a timely manner.
Job responsibilities:
Responsible for planning and organizing team workloads, providing direction and setting individual objectives in order to meet department goals and priorities.
Often collaborating with and coordinating across multiple teams and departments
Expected to build subject matter expertise in order to identify gaps in information, resolve complex issues and guide others how to resolve issues in a timely manner.
Acts as a senior escalation point for complex operational issues and client queries
Stakeholder engagement would typically be at a senior level and you would have formed strong relationships with Business and Client Service leads.
Observe and coach the Collateral Client Account Services team, employing great emotional intelligence skills in order to maintain high team morale.
Attendance to client service meetings, either in person or over the phone, demonstrating high level of client facing skills
Identify opportunities for both tactical and strategic automation / efficiency to reduce account opening cycle times and improve client experience
Ability to utilise / visualise metrics to make and influence data informed decisions
Maintains green client satisfaction ratings or implements appropriate actions to ensure path to green
Understands risks to JPM or Clients and acts appropriately, including following escalation protocols.
Raises early escalations, daily health check (DHC’s) or Action Plans where required. Owns issue management, tracking and presents to senior management through to closure.
Follows department procedures and protocols in every instance, is responsible for designing or has input into the creation of new systems and procedures
May lead some highly complex non BAU tasks such as projects, innovation or automation initiatives. Understands the benefits to the customer, CAS or JPM.
Proactively supports local sitewide activities, which promote an inclusive working environment.
Able to deal with all aspects of staff issues in partnership with HR, able to resolve sensitive issues and maintains a high level of confidentiality
Required qualifications, capabilities, and skills
Client / stakeholder relationship management to a senior level in a corporate environment
Strong time management skills, self-directing and capable of dealing with high pressure, time sensitive tasks.
Building teamwork through collaboration, leadership, management, people development and coaching
Ability to identify and drive change, automation, efficiency and improvement
Excellent analytical and research skills, detail oriented. Ability to deep-dive and investigate issues to reach a successful resolution within a timely manner
Strong verbal and written communication skills with ability to influence others
Great ability to adapt and utilise various leadership styles to maximise your team’s potential.
Preferred qualifications, capabilities, and skills
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