As a Client Service Manager (CSM) in Securities Services, you will join the client service team and support a book of clients. You will work closely with senior members to ensure client satisfaction with JPM, by supporting governance processes and global initiatives.
Job responsibilities:
- Support the senior team to build relationships with client base and to ensure client ongoing satisfaction with JPM.
- Provide guidance to junior team members.
- Own timely inquiry responses across all products and manage escalations.
- Support governance processes for all products, including measurement and monitoring of service levels using KPIs and RAG ratings.
- Fully utilize proprietary CRM tools to capture relationship feedback, help generate call reports, and track actions to closure.
- Prepare for periodic client relationship reviews.
- Ensure accurate billing and timely payments.
- Prioritize and help bring global initiatives and ad-hoc projects to closure.
- Coordinate client training on proprietary JPM technology.
- Ensure compliance with company policies and procedures.
Required qualifications, capabilities, and skills:
- Bachelor’s degree.
- Minimum three years of experience working at a financial services organization focused on servicing institutional clients.
- Fluent in English and Spanish both written and verbal is required.
- Knowledge of Global Custody and/or Traditional, Hedge, Private Fund Services or the ability to quickly learn.
- Team player and ability to collaborate and share ideas.
- Client satisfaction driven with client facing skills.
- Strong presentation and communication skills.
- Strong follow-up skills and ability to drive items to closure.
- Ability to prioritize, multi-task, and work well with minimal supervision.
Preferred qualification, skills, and capabilities:
- Works well in evolving environment.
- Drive for continuous improvement.
- Portuguese is a plus.