Client Service Manager (AVP)
Status:Full Time, Employee
Job Ref Code:110094180
Job Location:TAMPA, FL 33601
The Client Service Manager (CSM) will have responsibility for service delivery provided to a selected group of Internal/External client base. This entails overseeing a group of professionals who are dedicated to carrying out the day to day servicing requirements of the clients, supporting departmental objective and goals, developing talent and maintain a high focus on quality delivered from the team. Also, the CSM must be able to create strong partnerships with internal and external contributors who can impact our service to the client. Key responsibilities to providing a holistic approach to managing the client experience will be the ability to:
- Manage and deliver proactive client support through demonstrative metrics
- Contribute towards client satisfaction as measured through satisfaction scores and agreed upon RAG ratings
- Coordinate escalation of critical Service Delivery issues and ensure all Client enquiries are captured and managed through an Inquiry Management Tool.
- Understand the impact of team's performance on potential sales process and strengthen confidence with the Client through the team's execution and responsiveness.
- Contribute and drive action plans for non-referenceable and vulnerable rated Clients across all products
- Identify and address service gaps and recommends solutions
- Assist client with use of all Client Access systems
- Provide consultative approach in relation to streamlining and improving JPM operational processes for the client (strategy/structure/STeP)
- Contribute to and review negotiated Service Level Documents (SLD) to ensure all requirements are met
- Incumbent has at least 5 years of management experience in client service, sales or operations
- Beneficial skills include workflow management, proven analytical and review of data
- Strong demonstrative Client Service, Management, Communication and Influencing skills
- Strong metrics management and internal process control skills
- People development and Service planning experience
JPMorgan Chase is an Equal Opportunity and Affirmative Action Employer, M/F/D/V.