Client Service Manager
1 month ago
- Manage a team and/or junior/relief manager that drive results
- Lead/Act as Liaison for the Site for Process Enhancement and Improvement/Cost Reduction Opportunities/Projects
- Partner with stakeholders, Senior leadership, peers and others on process driven initiatives
- Collaborate with teams from all locations to implement activities for Rewards, Recognition and engagement
- Champion the New Hire Space on Recruitment and selection process
Operating hours: While actual hours will depend on the US team that the role will be supporting, the hours will fall within the Monday-Friday 6:30 PM IST- 3:30 AM IST hours of the US teams.
Job Responsibilities:
- Communicate guidance and direct CSS to resources for delivering high quality, high touch service to US client service teams, managers and clients. Drive transformation / efficiency initiatives thru automations.
- Manage team's daily work volumes and transactions accurately, within established deadlines, and in accordance with existing policies and procedures.
- Understand and comply with regulations, policies and procedures related to these products and services, and reinforce with their team the possible financial liabilities of the transactions associated with these products and services if they are not executed properly
- Research, follow-up and resolve escalated client issues and problems through effective interaction with key partners. Facilitate recruiting efforts and process enhancements to maintain staffing levels of CSS teams
- Responsible for coordinating review of key daily, weekly and monthly metrics for CSS teams; collating the data and presenting to key partners and US CS Managers
- Provide oversight surrounding HR matters, talent development, and disciplinary action
- Evaluate CSS Team performance and provide feedback via informal discussions, quarterly/semi-annual performance meetings and annual review process
- Assist in the continuing strategic development of the support operating model, and help validate proposed ideas/plans prior to implementation
- Provide exceptional client service and flawless execution on client requests, inquiries and transactions such as money movement, security transfers, and loan transactions including escalated research requests
- Drive the successful implementation, adherence, and maintenance of the firm's control's policies and procedures as well as protecting client assets against potential fraud activities
- Collaborate with respective client facing teams and internal business groups to deliver and execute client transactions.
Required qualification, skills and capabilities:
- Bachelor's or Master's degree preferred with 12-14+ years of relevant Private Bank Client Service experience / Core Operations experience preferably with a large financial institution.
- Experience in Global Payments/Money Movement process /Cash ops SME's will be preferred.
- Data literacy. Ability to analyze data, make data based decisions/ business intelligence. Familiarity with SQL, Python, Altreyx.
- Extremely organized and detail oriented, expert knowledge of Windows, Microsoft Office software (Word, Excel, PowerPoint, Access, etc.), Microsoft Outlook email, scheduling and task manager.
- Keen understanding of the financial and banking industries. Experience with a wide array of financial products.
- Ability to adapt to a rapidly changing business and technology environment; must be a change leader. Should drive transformation initiatives leading to ease of doing business & efficiencies.
- Good project management skills & must be able to engage all participants and meet deadlines/deliverables.
- Solid comprehension of Private Banking range of products, including deposit, banking, brokerage, custody, investment management, fiduciary, mutual funds, and credit products and services as each applies to their specific region's business segment
- Proven experience in a leadership capacity, ability to motivate at an individual and team level, experience overseeing other managers preferred.
- Demonstrate ability to network, partner and influence leaders in various parts of the organization to move the business forward.
- Ability to balance producing strong results with proper risk management, strong compliance record in previous position(s).
About us
J.P. Morgan is a global leader in financial services, providing strategic advice and products to the world's most prominent corporations, governments, wealthy individuals and institutional investors. Our first-class business in a first-class way approach to serving clients drives everything we do. We strive to build trusted, long-term partnerships to help our clients achieve their business objectives.
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 Asset & Wealth Management delivers industry-leading investment management and private banking solutions. Asset Management provides individuals, advisors and institutions with strategies and expertise that span the full spectrum of asset classes through our global network of investment professionals. Wealth Management helps individuals, families and foundations take a more intentional approach to their wealth or finances to better define, focus and realize their goals.
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