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Client Service Manager - VP

Edinburgh, United Kingdom | J.P. Morgan

  • Industry:
    Financial Services
  • Position Type:
  • Functions:
    Financial Services Professional
  • Experience:
Job Description:
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Lead and manage a team of Client Service Specialists and be responsible for driving performance and development

Provide high quality service to Private Banking clients

Maintain client confidentiality at all times

Manage daily client transactions and inquiries of clients aligned to your team accurately, within established deadlines, and in accordance with existing policies and procedures. Service Managers are the primary point of escalation and senior approval for activites performed by CSS

Research, follow-up and resolve client inquiries and problems through effective interaction with clients, bankers, investors, product specialists, operations areas, and other staff in a timely and professional manner

Research potential (or actual) fraud situations, errors, and losses to ensure prompt and accurate resolution

Identify cross-sell opportunities, and escalate to bankers and product partners in order to close or provide advice to the client

Participate in regional meetings representing Client Service and/or the relevant market

Verify and maintain data quality as it relates to internal and external client hierarchy and account alignment

Participate in special projects as assigned by Senior or Regional Client Service Manager

Coordinate and follow through on client requests for products and services


Essential skills/experience

Strong relationship management skills

Strong communication and time management skills

Ability to adapt to a rapidly changing business and technology environment, and to utilize all available tools and resources to service clients as efficiently as possible

Solid comprehension of deposit, banking, brokerage, custody, investment management, mutual funds, credit products and services as each applies to their specific region's business segment; also, required in order to identify and refer potential new business opportunities to bankers and product specialists

Must understand and comply with the regulations, policies and procedures applicable to these products and services, and grasp the potential financial liabilities of the transactions associated with these products and services if they are not executed properly

Proven track record of problem-solving and client relationship skills

Previous experience in a similar role within the Financial services and/or Banking industry

Additional languages a preference

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