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Client Service Sr Manager - VP

Dallas, TX, USA | J.P. Morgan

  • Industry:
    Financial Services
  • Position Type:
  • Functions:
  • Experience:
    5-7 years
Job Description:
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Manage a team of client service associates for an assigned book of regional or industry specific clients.

Lead regular team meetings which foster engagement, growth and collaboration within assigned team.

Proactively manage teams’ work volumes and action items accurately within established deadlines and in accordance with existing policies and procedures

Evaluate staff performance and provide continuous feedback via informal and formal discussions.

Coach and develop employees in order for them to achieve both business and personal development goals

Lead the function with thorough understanding of data and details supporting the department scorecard

Lead transformation of client solution activities from transactional service to proactive service through the adoption of automation and other digital capabilities.

Manage client initiatives and remediation

Evaluate and provide applicable approvals for exception processes. 

Must be very familiar with the market’s business resiliency contingency plans both for intra-day situations (e.g. system malfunctions, power outages etc.), and in case of an emergency (e.g. weather related situations work events, crisis)

Advise and influence senior leaders and business executives on key business decisions and major change initiatives

Actively engage, research, follow-up and resolve escalated client issues and problems through effective interaction with clients, bankers, product partners, branch/operations areas and other staff in a timely and professional manner

Serve as role model to foster a culture of trust, transparency and engagement with all members of direct team and broader across CB. 

Be the voice of Service in Banker/Sales and Product Partner meetings.Encourage staff participation and active engagement.

Influence and drive the execution of the JP Morgan Brand and Culture of Exceptional Quality in Service for a consistent positive Client Experience with every client interaction

What we’re looking for

Here’s a look at a successful Client Service Manager:

Strong leadership and management abilities; must be able to think strategically

Ability to build and lead effective, diverse teams

Ability to work under pressure, handling multiple tasks/projects and prioritizing to meet deadlines.

Strong time management skills and ability to handle competing priorities

Ability to adapt to a rapidly changing business and technology environment; must be a change leader

Keen understanding of the financial and banking industries and a working knowledge of the key areas of the bank

Refined professional presentation skills and face to face client servicing background

Excellent judgment and decision making skills and know when to escalate proactively

Strong interpersonal and influencing skills, with the ability to establish credibility and strong partnership with senior business and control partners

What lands an interview:

Here’s a look at qualified candidates:

5+ years of management experience 

Strong Knowledge of Treasury and Cash Management Products

Analyze KPI reports and team performance in order to develop strategic plans in achieving results

Analytical expertise to use data to create metrics, reporting and governance models

Proficient in MS Office (Excel, PowerPoint, Word)

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