Client Service Manager III - JPMorgan Markets Client ServiceJ.P. Morgan's Corporate & Investment Bank (CIB) 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.
Digital Client Services (DCS), a team part of Markets Operations, was formed just over 4 years ago and is comprised of client relationship managers, service specialists and product and delivery managers who are driven by a common goal – designing and building a new digital client service experience which brings together data, intelligence, people and a platform-mindset.
The Role We are looking for a Modern Client Service / Client Experience Executive who is an out-of-the-box thinker, capable of thinking strategically and presenting viable alternatives to improve efficiency of the organization and help drive exceptional client service.
In this role, you will partner closely with Technology, Product & Business by leveraging data insights and performing root cause analysis to recommend tactical & strategic solutions for improving Client Experience.
Job Description: Operations (Allocation: 70%):Manage a Client Service team providing Level 1 Helpdesk support for proprietary applications.Provide enhanced client service support for VIP/top tier clients.Provide technical support for applications hosted on JP Morgan Markets portal.Use data and analytics to inform product development and service standards.Execute process analysis and user interviews to define flows and pain points.Prepare and deliver data-driven recommendations for executive decisions.Manage stakeholders by cultivating relationships with relevant parties.Embrace a flexible mindset for both micro and macro views.Strategy and Transformation (Allocation: 30%):Manage the development of a Target State vision and roadmap of initiatives.Assess business challenges and recommend strategies.Exhibit Design Thinking and customer-centric problem solving.Develop value propositions around scalable solutions for clients.Measure project performance using the OKR framework.Skills and Knowledge required: Operations8 - 20 years with Client Service Operations, with at least 2+ years as a Team Manager.Strong problem solving, collaboration, and communication skills.Exceptional organizational and time management skills.Strong multi-disciplinary collaboration skills.Calm under pressure and able to handle ambiguity.Strategy and Transformation:Experience with building a strategy and executing roadmaps.Concise speaker and writer, able to distill complex narratives.Entrepreneurial spirit with minimal direction.Comfort with Design Thinking framework and UX design.Data analytics skills, including familiarity with tools like Excel and Tableau.
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