Client Service Representative Manager recruitment
About JPMorgan
JPMorgan Chase is a leading global financial services firm with assets of $1.1 trillion and operations in more than 50 countries. The firm is a leader in investment banking, financial services for consumers and businesses, financial transaction processing, asset and wealth management, and private equity. Under the JPMorgan, Chase and Bank One brands, the firm serves millions of consumers in the United States and many of the world's most prominent corporate, institutional and government clients.
If you're interested in working in an environment where leadership, excellence, integrity and diversity are among our core principles, then explore opportunities at JPMorgan Chase.
About JPMorgan Worldwide Securities Services
JPMorgan Worldwide Securities Services, a division of JPMorgan Chase Bank, N.A., is a global industry leader with $15.2 trillion in assets under custody. JPMorgan provides innovative custody, fund accounting and administration and securities services to the world's largest institutional investors, alternative asset managers and debt and equity issuers. JPMorgan Worldwide Securities Services leverages its scale and capabilities in more than 90 markets to help clients optimize efficiency, mitigate risk and enhance revenue through a broad range of investor services as well as securities clearance, collateral management and alternative investment services.
Role and Responsibilities:
The Client Service Manager leads a group of Client Service Representatives and Professionals to deliver day to day support for external clients, take responsibility to resolve service issues and to act as the advocate for the client. The role is also the escalation point and will manage, communicate, own and resolve significant client issues by partnering with WSS and TSS product and service delivery organizations. The successful candidate would be required to identify and address service gaps and recommend solutions.
As part of their role as manager, they would be responsible for producing regular MIS and client scorecards and discuss issues in service calls with the clients.
The position also works closely with Client Service Account Manager (CSAM), who has responsibility for the overall custody service provided to clients, in order to maximize overall client experience.
- In partnership with CSAM, develops and drives action plans to maximize client experience across all products (where applicable)
- Accountability for monitoring and resolving client issues, utilizing the Service Portal (CSX / Client Desktop)
- Problem solving skills and ability to provide a consultative approach in relation to streamlining and improving JPM operational processes for the client (strategy/structure/STP)
- Excellent communication skills when responding to client enquiries and attending internal meeting, client service calls / meetings
- Identify and promote service improvements, which create operating efficiencies within JPM
- Liaison with internal business partners in key operational areas and other functional areas i.e Trades, Asset Services, Network Management, etc.
- Take full responsibility for overall day to day service
Skills
Key Skills:
- Leadership
- Results Focus
- Ownership and Initiative
- Team Work
- Change Management
- People Management Skills
- Influencing and Networking Skills
- Problem Solving and Analytical Skills
- Communication Skills
- Solid Language Skills (verbal / written) in Japanese and English
Experience Required:
- Extensive working knowledge of the Securities Services Industry, Products, Systems and Clients
- Strong and proven experience of leading a group of employees
- Proficiency in business softwares (word, excel and powerpoint)