Client Service Manager

Step into a pivotal role at JPMorganChase, where your expertise in client service management will shape the future of our operations.

Join a team that values innovation, collaboration, and continuous improvement.

As a Client Service Manager II within the Payments Solution Center, you will be directly responsible for the day to day operations, client service delivery and management as well as oversight of key controls.

Key responsibilities include understanding the products which the client utilizes and how to service inquiries that may arise, identifying opportunities that will improve servicing clients, driving performance against performance metrics as well as driving the appropriate risk focus with the front-line staff.

You will manage the team to meet financial goals as well as overall business objectives while partnering globally with the regions where the business operations are located.

You will ensure high quality client service and will be directly responsible for addressing escalations from both internal partners and external clients.

The role requires extensive cross-organizational reporting, executive communications and interactions with business partners at all levels.

Job responsibilities



* Develop a high-performing team.

Identify staff development needs while providing timely feedback.

Review the development and performance management plans for all team members.


* Manage the daily activities related to staffing and specialist preparedness.

Accountable for implementation of strategic initiatives relative to product strategy as well as staffing and specialist support.

Work in partnership with technical counterparts to ensure that appropriate tools and strategies are effectively implemented within the operation.


* Be responsible for the team performance, ensuring staff is appropriately trained and supported.

Ensure that the team has the tools necessary to maximize the timely and complete resolution of client interactions while meeting client satisfaction standards.


* Shape client service strategies and execution including the communication and administration of strategic initiatives.

Works on cross-regional and cross-functional teams and initiatives.


* Manage the daily processes regarding the investigation of customer inquiries.

This would include overseeing the prioritizing and distribution of work performed by the team.


* Maintain, update, analyze and report on production statistics.

Review trends and provide recommendations to improve client satisfaction, efficiency, and control.


* Work directly with senior managers globally to identify technology, resource and/or process needs.


* Lead the implementation of defined goals and objectives, aligning team resources and operations with organizational goals, and ensuring the delivery of high-quality client service.


* Utilize advanced anti-fraud awareness to detect and prevent fraudulent transactions, safeguarding the financial and reputat...