Client Service Associate II

JOB DESCRIPTION

Make your mark as a Client Service Manager in the APAC region, where you will shape the future of client support and service delivery. Join our team to unlock your leadership potential, drive performance, and foster collaboration across global business partners. Be at the heart of a dynamic environment, ensuring high-quality service and operational excellence. Grow your career with opportunities for strategic impact and professional development.

As a Client Service Manager in the APAC region, you oversee a team of associates and specialists dedicated to delivering outstanding client support. You manage day-to-day operations, maintain oversight of key controls, and ensure service delivery meets the highest standards. You leverage your deep product knowledge to address client inquiries and drive performance against established metrics. You instill a strong risk management focus among front-line staff and guide the team to achieve financial goals aligned with business objectives. You collaborate with global partners, manage escalations, and provide strategic reporting and executive communications across the organization.

Job Responsibilities:

• Leadership & Strategic Implementation: Direct the daily activities related to staffing and specialist preparedness. Implement strategic initiatives related to product strategy, staffing, and specialist support. Collaborate with technical counterparts to ensure effective tool and strategy implementation.
• Client-Centric Strategy Development: Anticipate evolving client needs and develop innovative strategies to meet those needs. Shape client service strategies and execution, including communication and administration of strategic initiatives.
• Team Performance & Development: Drive team performance by ensuring staff is well-trained and supported. Equip the team with the necessary tools to resolve client interactions efficiently while meeting high client satisfaction standards. Foster a culture of continuous learning and development.
• Operational Excellence & SLA Management: Evaluate and execute staffing plans to achieve site and product SLA goals. Oversee the investigation of customer inquiries, ensuring effective prioritization and distribution of work.
• Risk Management & Compliance: Proactively recognize and mitigate risks related to payment and client data protection. Manage operational risk and ensure strict adherence to risk and escalation procedures. Regularly review policies and procedures, ensuring they are documented and tested according to risk management guidelines.
• Cross-Functional Collaboration & Innovation: Work on cross-regional and cross-functional teams and initiatives. Coordinate resources to ensure seamless delivery to customers. Collaborate with senior managers globally to identify technology, resource, and process needs.
• Project Leadership & Management: Lead and manage multiple projects, ensuring alignment with long-term business objectives and budgetary goals. Drive innovation and efficiency in project execution.
• Performance Analysis & Continuous Improvement: Maintain, update, analyze, and report on production statistics. Review trends and provide strategic recommendations to enhance client satisfaction, efficiency, and control. Collaborate with sales and product managers to identify opportunities for product and service delivery improvements.

Required qualifications, skills and capabilities:

• In-depth knowledge of J.P. Morgan's Payment core cash product offerings and client portals.
• Minimum of 3 years of management experience with a proven track record of successfully leading and developing high-performing teams.
• Exceptional oral and written communication skills, with the ability to present information clearly and concisely to various stakeholders.
• Demonstrated ability to develop employees and support them in achieving their professional goals, fostering a culture of continuous improvement.
• 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.
• Excellent interpersonal skills, with the ability to build relationships and influence others to achieve desired outcomes.
• Ability to thrive in a fast-paced environment while balancing client needs with associated risks and firm interests.
• Strong time management, multi-tasking, and organizational skills to effectively determine priorities and maintain a balanced work approach.
• Proficient with Microsoft Office applications.

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 Global Banking business is one of the largest wholesale banking client franchises in the world. We serve clients, including corporations, governments, states, municipalities, healthcare organizations, education institutions, banks and investors.

Commercial Banking provides credit and financing, treasury and payment services, international banking and real estate services to clients—including corporations, municipalities, institutions, real estate investors and owners, and not-for-profit organizations.