What are the responsibilities and job description for the Client Service Manager position at JPMorgan Chase?
Are you passionate about delivering exceptional client experiences and driving innovation in service delivery? Join the JPMorgan Private Client team as a Client Service Manager, where you'll have the opportunity to define and implement the service model for our Affluent client segment. Collaborate with industry experts and leaders across business lines to shape the future of our service model and manage client escalations.
As a Private Client Service Manager within the Affluent Client Segment, you will be responsible for developing a service model that aligns with our business objectives and meets the specific needs of our clients. Your role will involve prioritizing initiatives that effectively implement this model and directing resources towards projects with the highest impact. You will work closely with technology and business teams across the firm, fostering strong interdepartmental relationships to achieve our goals. In addition, you will handle client escalations to improve satisfaction levels, while leading a team of three to promote a collaborative and high-performance work environment.
Job Responsibilities
- Define Service Model Strategy and Definition: Define and implement the service model for the Affluent client segment, ensuring alignment with business objectives and client needs.
- Prioritize Initiatives: Prioritize initiatives to deliver the service model effectively, ensuring resources are allocated to high-impact projects.
- Collaborate for better teamwork: Partner with technology and business partners across the firm to deliver on priorities, fostering strong interdepartmental relationships.
- Manage Client Escalations: Manage day-to-day client escalations, ensuring timely and effective resolution to enhance client satisfaction.
- Build Subject Matter Expertise: Build expertise on control and operational procedures, acting as an escalation point for JPMorgan Private Client leaders.
- Lead the Team: Manage and mentor a team of 3 members, fostering a collaborative and high-performance work environment.
- Utilize Data for Decision Making: Utilize data and metrics to drive decision-making and improve service delivery processes.
- Promote Continuous Improvement: Drive continuous improvement initiatives to enhance the client experience and operational efficiency.
Required qualifications, capabilities, and skills
- Education: Bachelor’s degree required.
- Experience: 5 years of experience in service delivery, client management, or related roles, within the financial services industry.
- Project Management: Proven ability to manage projects and initiatives, with strong organizational and planning skills.
- Communication Skills: Excellent written and verbal communication skills, with the ability to engage with senior management and stakeholders.
- Analytical Skills: Strong analytical mindset with the ability to generate insights from data and metrics.
- Leadership: Demonstrated leadership skills with the ability to manage and develop a team.
- Problem-Solving: Strong problem-solving skills with the ability to navigate complex situations and drive solutions.
- Adaptability: Ability to thrive in a fast-paced, dynamic environment with a high degree of comfort with ambiguity.
Preferred qualifications, capabilities, and skills
- Education: Advanced degrees or certifications are a plus.
- Client-Centric Approach: Passionate about delivering exceptional client experiences and advocating for client needs.
- Innovation: Loves testing, learning, and taking calculated risks to drive innovation in service delivery.
- Influence: Ability to effectively influence without direct authority, building strong partnerships across the organization.
- Cultural Fit: A culture carrier with grit, tenacity, and a balanced focus on ‘the what’ and ‘the how.’
