J.P. Morgan is a global leader in financial services, providing strategic advice and products to the world’s most prominent corporations, governments, wealthy individuals and institutional investors. Our first-class business in a first-class way approach to serving clients drives everything we do. We strive to build trusted, long-term partnerships to help our clients achieve their business objectives

As a Payments Client Service Delivery Manager Vice president you will be a strategic leader responsible for shaping and executing the vision for client experience excellence. 

This role involves overseeing the analysis of customer feedback, driving digital adoption, and implementing strategies to enhance the end-to-end customer journey. As a key leader, you will influence business decisions by translating customer insights into actionable strategies that drive business improvements and foster a customer-centric culture across the organization. You will be part of a global team dedicated to elevate customer experiences and ensure the highest standards of service delivery.

 

Job responsibilities: 

Develop and execute a comprehensive client experience strategy that aligns with the company's goals and enhances customer satisfaction and loyalty. Serve as the primary advocate for clients, ensuring their needs and feedback are integrated into product and process improvements. Lead indirectly the design and implementation of initiatives that improve the overall quality of service and drive digital adoption. Utilize advanced analytics to gain insights from customer feedback, identifying trends, opportunities, and areas for improvement. Build and maintain strong relationships with key stakeholders, acting as a essential partner and influencer.   Oversee the creation and distribution of insightful reports and dashboards that inform strategic decision-making. Drive a culture of continuous improvement by promoting a client-centric mindset and fostering innovation in service delivery and support client Service team.  Collaborate with senior leadership to align client experience initiatives with broader business objectives and strategies. Owns and drives exceptional client outcomes - considers the bigger picture to identify long term solutions for the client, analyzing and interpreting client data to identify trends and develop strategy

 

Required qualifications, capabilities, and skills:

10+ years of experience in client experience, customer service, or related fields, with a proven track record of leading successful initiatives. Strong expertise in data analytics, customer feedback analysis, and strategic planning. Demonstrated ability to influence and drive change across a complex organization. Strong problem-solving and analytical skills, with a focus on delivering actionable insights. Exceptional communication and interpersonal skills, with the ability to build relationships with clients and internal stakeholders. Fully fluent in English and Spanish, Portuguese is a plus.  Deep understanding of Payments products, processes, and market dynamics. Experience working in a global organization, with a focus on customer experience and digital transformation. Proven ability to work under pressure and manage multiple priorities in a fast-paced environment. A strategic thinker with a hands-on approach to problem-solving and execution and Strong project management skills.

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.