Client Service Manager II - Payments Global Client Support

The Payments Global Client Support group is responsible for the day-to-day operations, client service delivery and management as well as oversight of key controls

As a Client Service Manager in the Payments Global Client Support team, you will lead a diverse group of associates and specialists to support clients in the EMEA region. Your responsibilities include understanding client products, addressing inquiries, and identifying opportunities to enhance client service. You will drive team performance against metrics and ensure a strong focus on risk management. Collaborating globally, you will work to meet financial goals and business objectives while ensuring high-quality client service. Additionally, you will handle escalations and engage in cross-organizational reporting and executive communications with partners at all levels.

Job responsibilities:

• Direct daily activities related to staffing and specialist preparedness, ensuring strategic initiatives for product strategy and support are implemented effectively in partnership with technical counterparts.
• Anticipate evolving client needs and develop strategies to meet those needs.
• Ensure team performance by providing appropriate training and support, equipping staff with necessary tools to resolve client interactions timely and satisfactorily.
• Evaluate and execute staffing plans to achieve site and product SLA goals.
• Shape client service strategies and execution, including communication and administration of strategic initiatives, while participating in cross-regional and cross-functional teams.
• Recognize and avert risks related to payment and client data protection, manage operational risk, deliver annual goals within budget, and coordinate cross-functional resources for seamless customer delivery.
• Manage daily processes for investigating customer inquiries, overseeing work prioritization and distribution by the team.
• Develop a high-performing team by identifying staff development needs, providing feedback, and reviewing development and performance management plans.
• Maintain and analyze production statistics, review trends, and recommend improvements for client satisfaction, efficiency, and control.
• Review and recommend improvements to sales and product managers for products and service delivery.
• Ensure adherence to risk and escalation procedures, perform regular policy reviews, document process changes, and test processes according to risk management guidelines.

Required qualifications, capabilities, and skills:

• Knowledge of J.P. Morgan's core cash product offerings and client portals.
• Minimum of 3 years of management experience with a proven track record of successfully leading teams.
• Excellent oral and written business communication skills, with the ability to present information clearly and concisely.
• Demonstrated ability to develop employees and support them in achieving their professional goals.
• Proven capability to lead teams in meeting business objectives and key results.
• Strong sense of urgency in addressing escalating issues and adapting to rapidly changing priorities.
• Proven interpersonal effectiveness, with the ability to build relationships and influence others to achieve desired outcomes.
• Aptitude for working in a fast-paced environment while balancing client needs with associated risks and firm interests.
• Strong time management, multi-tasking, and organizational skills.
• Ability to determine priorities and maintain a balanced work approach to achieve business objectives and goals.
• Proficiency with Microsoft Office applications

All application requirements (including updated resume - please include specifics of your career) should be posted, submitted and completed in the Oracle tool.

ABOUT US

JPMorganChase, one of the oldest financial institutions, offers innovative financial solutions to millions of consumers, small businesses and many of the world's most prominent corporate, institutional and government clients under the J.P. Morgan and Chase brands. Our history spans over 200 years and today we are a leader in investment banking, consumer and small business banking, commercial banking, financial transaction processing and asset management.

We recognize that our people are our strength and the diverse talents they bring to our global workforce are directly linked to our success. We are an equal opportunity employer and place a high value on diversity and inclusion at our company. We do not discriminate on the basis of any protected attribute, including race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, marital or veteran status, pregnancy or disability, or any other basis protected under applicable law. We also make reasonable accommodations for applicants' and employees' religious practices and beliefs, as well as mental health or physical disability needs. Visit our FAQs for more information about requesting an accommodation.

ABOUT THE TEAM

J.P. Morgan's Commercial & Investment Bank is a global leader across banking, markets, securities services and payments. Corporations, governments and institutions throughout the world entrust us with their business in more than 100 countries. The Commercial & Investment Bank provides strategic advice, raises capital, manages risk and extends liquidity in markets around the world.