Client Service Manager II

Job Description
Join our EMEA Client Service Team to lead daily operations and ensure effective client service delivery. Bring your expertise to manage key controls, enhance client satisfaction, and collaborate globally to achieve business goals. Unlock your potential for career growth and make a significant impact on our client service strategies.
As a Client Service Manager within the EMEA Client Service Team, you will oversee daily operations, ensure effective client service delivery, and manage key controls. Your main duties include understanding the products clients use and addressing any inquiries, identifying ways to enhance client service, promoting performance based on metrics, and ensuring a strong focus on risk management with front-line staff. You will guide the team to achieve financial targets and overall business goals while collaborating globally with regions where business operations are based. You will ensure exceptional client service and handle critical escalations from both internal partners and external clients. This role involves extensive cross-organizational reporting, executive communication, and interaction with business partners at all levels.
Job Responsibilities:

• Direct daily activities related to staffing and specialist preparedness, ensuring alignment with strategic initiatives and product strategies.
• Collaborate with technical teams to implement effective tools and strategies.
• Anticipate evolving client needs and develop innovative strategies to meet those needs, ensuring high-quality service delivery.
• Lead and develop a high-performing team, providing training, support, and feedback to maximize client interaction resolution and satisfaction.
• Evaluate and execute staffing plans to achieve site and product SLA goals, while managing operational risks related to payment and client data protection.
• Work on cross-regional and cross-functional teams to shape client service strategies and execute strategic initiatives seamlessly.
• Lead and manage multiple projects, coordinating resources and collaborating with senior managers globally.
• Maintain, update, analyze, and report on production statistics, reviewing trends and providing recommendations to enhance client satisfaction.
• Ensure exceptional client service and handle critical escalations from both internal partners and external clients.
• Guide the team to achieve financial targets and overall business goals while collaborating globally.
• Manage extensive cross-organizational reporting, executive communication, and interaction with business partners at all levels.

Required Qualifications, Capabilities, and Skills:

• In-depth knowledge of J.P. Morgan's Payment core cash product offering and client portals.
• At least three years of management experience with a track record of successfully leading teams to achieve business objectives.
• Excellent oral and written communication skills, with the ability to present information clearly and concisely.
• Demonstrated ability to develop employees and support them in achieving their professional goals.
• Strong ability to build relationships and influence others to achieve desired outcomes.
• A strong sense of urgency in addressing escalating issues and adapting to rapidly changing priorities.
• Strong time management, multi-tasking, and organizational skills.
• Proficient with Microsoft Office applications.

Preferred Qualifications, Capabilities, and Skills:

• Experience in cross-regional collaboration and project leadership.
• Familiarity with risk management practices in client service delivery.

About Us
JPMorganChase, one of the oldest financial institutions, offers innovative financial solutions to millions of consumers, small businesses and many of the world's most prominent corporate, institutional and government clients under the J.P. Morgan and Chase brands. Our history spans over 200 years and today we are a leader in investment banking, consumer and small business banking, commercial banking, financial transaction processing and asset management.
We recognize that our people are our strength and the diverse talents they bring to our global workforce are directly linked to our success. We are an equal opportunity employer and place a high value on diversity and inclusion at our company. We do not discriminate on the basis of any protected attribute, including race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, marital or veteran status, pregnancy or disability, or any other basis protected under applicable law. We also make reasonable accommodations for applicants' and employees' religious practices and beliefs, as well as mental health or physical disability needs. Visit our FAQs for more information about requesting an accommodation.
About the Team
J.P. Morgan's Global Banking business is one of the largest wholesale banking client franchises in the world. We serve clients, including corporations, governments, states, municipalities, healthcare organizations, education institutions, banks and investors.
Commercial Banking provides credit and financing, treasury and payment services, international banking and real estate services to clients-including corporations, municipalities, institutions, real estate investors and owners, and not-for-profit organizations.