ETF Client Service Manager – Vice President

Join us at J.P. Morgan and be part of an ETF Client Service team dedicated to excellence, innovation, and client success. J.P. Morgan, a leading global provider of Exchange Traded Funds services, is seeking a highly motivated, results-oriented leader to join our team. With a global presence and a diverse client base, we are committed to delivering unparalleled service and innovative solutions to our clients. As a Senior Associate in Client Service, you’ll have the opportunity to make an impact, providing excellent, best-in-class service to our evolving ETF client base while contributing to the growth of our business. 

As an ETF Client Service Account Manager within our Securities Services division, you will play a pivotal role in developing strong client relationships, providing governance, and delivering exceptional service to our ETF client base. You will manage a portfolio of ETF asset managers within the Global Asset Manager Segment, partnering and collaborating with internal teams and resources to provide comprehensive, innovative solutions that meet the extensive needs of our clients. You will also serve as a key contact, point of escalation, and advocate for our ETF clients to ensure strong service delivery and client satisfaction are experienced across their business. If you are passionate about delivering outstanding client service and driving business growth, we invite you to apply. 

Job responsibilities:

• Manage the relationship and overall service delivery of an assigned book of ETF clients within the Securities Services division of J.P. Morgan
• Lead meetings with your client base to build relationships, establish an on-going governance structure, update clients on product and system enhancements, align on strategic direction, and ensure the client’s ongoing satisfaction with J.P. Morgan’s service delivery
• Provide oversight and governance over the service relationship, incorporating metrics, KPIs, and service level monitoring to ensure excellent service delivery and a positive client experience are consistently achieved
• Serve as a key contact, advocate, and escalation point for the client, key stakeholders, and their business
• Build strong, collaborative relationships with internal business partners, stakeholders, and clients, collaborating to provide solutions to complex client challenges and initiatives in a timely and effective manner
• Take a tailored and consultative approach, leveraging our deep expertise in clients’ operating models, market best practices, and technology to help clients grow their business while driving scale, improving efficiency, optimizing the operating model, and mitigating risk
• Support client onboardings and new ETF launches; spearhead client change management, and Fund events for clients
• Provide thought leadership, guidance and expertise to ETF clients while keeping informed of industry trends, regulatory changes, and changes to the ETF ecosystem

Required qualifications, capabilities, and skills:

• Bachelor’s degree
• 3 years of Financial Services Experience
• Strong Fund Services knowledge and experience, including fund administration, accounting, global custody operations, and asset servicing
• Ability to understand the client organization including their strategy and objectives
• Ability to effectively learn and discuss the products and services offered by Securities Services with clients, including Global Custody, Fund Accounting & Administration, Investment Information Services, ETF Services, and Securities Lending
• Ability to develop and foster strong, long-lasting relationships with clients, counterparties, and internal partners
• Excellent customer service skills and an attention to detail
• Strong communication and presentation skills with an ability to influence and manage effectively across teams; must be confident, articulate, and have the ability to lead client meetings
• Effective analytical, problem solving, critical thinking, and decision-making skills
• Self-reliant, proactive, and results oriented; ability to prioritize tasks effectively with minimal supervision in a fast-paced environment
• Ability to work effectively across global teams in a matrix environment

Preferred qualifications, capabilities, and skills:

• Experience and knowledge of Exchange Traded Funds
• Prior Operations or Client Service Experience
• Proficient in Microsoft Project, Word, Excel, PowerPoint, and Visio