CIB – Client Services Account Manager (Global Franchise Client) – VP
About CIB Client Services
As the window into J.P. Morgan across our client base, the Client Service Account Manager acts as a single point of contact and advocate for all of their servicing requirements. The team work in partnership with clients, ensuring agreed service levels are met and future needs understood.
CIB Client Service strives to ensure that JPMorgan Chase will be a trusted advisor for a client's financial management and advancement. Our mission is 'to provide a world-class service experience at every client touch point and achieve quality leadership in the industry through measureable and proven service performance.' As a service organization, we strive to be best-in-class in Client-Facing Technology, Simplicity and Standardization, Scale, Stability and Reliability and Location and People Strategy. Clients choose us because we exemplify behaviours that support our core values of Client Relationships, People, Teamwork, Ownership and Flawless Execution. Client Service is dedicated to providing our clients with superior service, available and scalable platforms designed to meet their business requirements and proactively support their evolving needs.
Job Description
This is an opportunity for an experienced VP. The role is designed to ensure proactive/service management oversight of a client's activity takes place in addition to supporting their day to day needs. The CSAM will generally be located in the same region as the client's office. The Client Service Account Manager has responsibility for the overall service delivery provided to a client or group of clients and this entails forging strong client relationships and collaborating with internal operations, product and platform colleagues to ensure the consistency and quality of that service delivery.
In addition, the role is also responsible for building and maintaining a network of partners throughout the product and service delivery organisation in order to promote and sustain client service excellence. The role is also the escalation point and will manage, communicate, own and resolve significant client issues whilst promoting the identification of continuous service improvements.
Qualifications:
Key Responsibilities:
- Account Manager for a global franchise client
- Has a one-on-one relationship with the client and navigates JPMC on the client's behalf and acts as a client advocate within J.P. Morgan
- Central contact for the client on all change requests
- Provides cross-product MIS and statistical reporting to drive service satisfaction
- In partnership with RM, develops and drives action plans for non-referenceable clients across all products (where applicable)
- Serves as the point of contact for service issues escalation
- Undertakes regular service reviews; introduces process improvements and cross-product solutions
- Responsible for risk controls/compliance and managing resolution
- Influences change within the client's environment to improve efficiencies
Key skills and experiences
- Proven Knowledge of CIB products
- Experience in dealing with highly complex, demanding client organizations
- Proven experience in delivering on commitment to clients
- Broad CIB knowledge and experience
- An understanding of Regulatory regime and impact on Funds industry
· Able to demonstrate influencing skills
· Able to demonstrate strategic thinking
· Able to demonstrate executive management and communication experience/skills.
· Able to demonstrate Industry/Business Knowledge
· Able to demonstrate and give examples of creative problem solving experience
About J.P. Morgan Corporate Investment Bank
J.P. Morgan's Corporate Investment Bank (CIB) is a global leader across banking, markets and investor services. The world's most important corporations, governments and institutions entrust us with their business in more than 100 countries. With $18 trillion of assets under custody and $393 billion in deposits, the Corporate Investment Bank provides strategic advice, raises capital, manages risk and extends liquidity in markets around the world.
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