J.P. Morgan’s Commercial & Investment Bank is a global leader across banking, markets, and investor services. The world’s most important corporations, governments and institutions entrust us with their business in more than 100 countries. The Corporate & Investment Bank provides strategic advice, raises capital, manages risk, and extends liquidity in markets around the world.

As a Client Service Senior Manager in Payments, you will be directly 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. You will directly shape client service strategies and execution including the communication and administration of strategic initiatives. Works on cross-regional and cross-functional teams and initiatives.

Job responsibilities

Evaluate and execute appropriate staffing plans to achieve site and product SLA goals.  Responsible for leading and managing multiple projects Works directly with senior managers globally to identify technology, resource and/or process needs Manage servicing a portfolio of large corporate or financial institution clients.   Act as a key advisor to the client, providing advice and consultation on decision making.  Document and maintain a comprehensive inventory of clients’ business activities with the bank Advise clients on and assist with account maintenance activities including signer updates, and board resolution changes Act as a proactive partner, reaching out to clients to assess progress, client satisfaction, and identify potential impediments to a high level of service satisfaction. Identify and addresses product/service gaps and development opportunities, leveraging the full array of Payments product capabilities to proactively suggest enhancements to the client’s product line-up. Partner with internal client teams to develop and implement strategic and tactical business plan to meet/exceed the expectations of the client.  Use product knowledge to recommend and participate in product enhancements and service delivery plans. 

Required qualifications, capabilities and skills 

Knowledge of J.P.Morgan’s Payment core cash product offering and client portals  At least 5 years of management experience with a proven track record of successfully leading teams. Excellent oral and written business communication skills, as well as ability to present information clearly and concisely Demonstrated ability to develop employees and support them in achieving their professional goals. Proven capability to lead teams in meeting business objectives and key results. A strong sense of urgency in addressing escalating issues, adapting to rapidly changing priorities, and managing adverse performance Proven interpersonal effectiveness, ability to build relationships and influence others to achieve the desired outcome Aptitude to work in a fast-paced environment while balancing the needs of the clients with associated risks and interests of the firm Strong time management, multi-tasking and organizational skills Capability to determine priorities and maintain a balanced work approach to achieve business objectives and goals Flexibility to support adjustments to work schedule within the APAC shift