Client Service Manager III - JPMorgan Markets Client Service

Job Description
J.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. The Corporate & Investment Bank (CIB) provides strategic advice, raises capital, manages risk and extends liquidity in markets around the world.
Digital & Platform Services teams support the Corporate & Investment Bank and its partners and functions including Technology, Data Science, Client Service, Product and Platform as well as other businesses and stakeholders across the firm.
Markets Operations supports all asset classes including equities, fixed income, currencies and commodities. Services provided encompass trade support, pre-execution support for electronic trade systems and vendor platforms, client servicing, regulatory reporting and controls, as well as asset servicing, clearing, settlement and collateral management, vaulting and movement of physical commodities and billing support for clients and partners in over 100 global markets. Our external clients include Asset Managers, Pension and Life Funds, Government Funds, Hedge Funds, Broker Dealers, Global Custodians, Agent Banks, Corporations, Retail clients and other Financial Institutions.
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. Core to their way of working is an ethos which pushes each team member to combine their know-how of clients and processes with digital capabilities. With digital capabilities we have the opportunity to truly leapfrog, improving the client experience as well as creating unique value through client service - not only for our clients, but also for their clients.
J.P. Morgan Digital Client Support (previously known as JPMorgan Markets Client Support) is a global team of 31 client service professionals providing 24*6 L1 coverage for JP Morgan's digital channels as well as multiple businesses and products. The team endeavors to provide comprehensive solutions to clients on issues that span across the entire trade lifecycle.
The Role
We are looking for Modern Client Service / Client Experience Executive who is an out-of-the-box thinker, who questions status quo, capable of thinking strategically and presents viable alternatives to improve efficiency of the organization and help drive exceptional client service.
In this role, you will be partnering closely with Technology, Product & Business by leveraging data insights and performing root cause analysis to recommend tactical & strategic solutions for improving Client Experience. You'll be the bridge between product management, internal communications, design, and will collaborate cross-functionally to drive the teams objectives.
You should have excellent communication and organizational skills, strong attention to detail, enjoy handling complexity and be very comfortable with ambiguity. We value diversity in all aspects and welcome new perspectives to our objectives, products and processes. Our team must be agile in supporting a dynamic business, and we are looking for people who thrive in this work style.
You should be a highly self-motivated individual with technology experience, effective communication and analytical skills, experience interacting with and presenting to senior leaders, and the ability to develop relationships across all seniority levels and any lines of business or corporate function.
Job Description:

• Operations (Allocation: 70%):
  • Individual will be responsible for managing a Client Service team that provides Level 1 Helpdesk support to our state of the art proprietary applications for our Custody & Funds Services, Prime Brokerage and Markets clients and will be responsible for the resolution of issues which require interaction with hedge fund managers, traders, operations managers, compliance personnel and their vendors as well as internal groups including Operations, Application Development, Operate and Product Management among others
  • Manage the team that will provide enhanced client service support for VIP/top tier clients including single point of contact for all client issues. Need ability to understand client issues, application workflows, along with production support and AD escalations. Need to own client issue from reporting through resolution
  • Provide technical support and resolution for various applications hosted on JP Morgan Markets portal, their functionality (Corporate Actions, Money Transfer, Trade Reporting, Settlement Exceptions, Transaction Execution, Reporting, etc.) and the information (Transaction, Position, Balance, P&L, Exception, etc.) they provide
  • Use data and analytics to inform product development and service standards
  • Execute process analysis, process mapping, data analysis and user interviews to define flows, pain points and needs
  • Prepare and deliver data-driven recommendations and supporting materials to support executive and key stakeholder decisions
  • Manage stakeholders by cultivating and establishing relationships with relevant parties (including senior leaders in the Business, Technology, Design, Operations, Business Management, Digital and control functions) to facilitate the flow of information and strong collaboration
  • Take a diplomatic leadership approach to involve stakeholders early and get cross-functional work done; be a proactive leader and decision-maker
  • Embrace a flexible mindset: pivoting from the micro-details to the bigger picture macro view, and back again

• Strategy and Transformation (Allocation: 30%):
  • Manage the development of a Target State vision, multi-year plan and roadmap of initiatives; oversee execution of roadmap and the development of the organization in line with the long-term strategic plan
  • Engage in the ongoing assessment of business challenges, needs, gaps, customer feedback, and key problem statements and recommend strategies to leverage JPM's talents, assets and capabilities
  • Consistently exhibit Design Thinking and customer centric problem solving
  • Develop value propositions around scalable solutions that will address problem statements for internal and external clients
  • Support the development and implementation of simple process changes and low-level artifacts for the team if required
  • Measure project performance using the Objectives and Key Results (OKR) framework

Skills and Knowledge required: (specialized technical skills, training or education required to perform the job)

• Operations
  • Experience of 8 - 20 years with Client Service Operations, with at least 2+ years as a Team Manager. You always think 'clients first' and have strong people's management skill
  • Strong problem solving, collaboration, communication, and presentation skills, with proven ability to influence multiple stakeholders without direct authority
  • Exceptional organizational and time management skills. Must be able to prioritize workloads, multitask, and react quickly to consistently changing business expectations
  • Strong multi-disciplinary collaboration skills - particularly working closely with engineering and design colleagues to drive execution
  • Always an ally to product managers and other engagement specialists
  • You clearly communicate and involve stakeholders early and often and work to secure buy-in, address concerns, and incorporate feedback
  • You are calm: you address urgency head-on and handle difficult, ambiguous situations with a clear, cool head and an open mind

• Strategy and Transformation:
  • Experience with building a strategy, as well as the development and execution of roadmaps
  • Concise speaker, storyteller, writer and presentation creator: you can slice, dice, and distil a narrative from the complex into an executive summary
  • Experience with multiple marketing channels and a history of focusing on the right message for the right customer on the right channel (at the right time!)
  • Entrepreneurial spirit & ability to wear many hats with minimal direction
  • Comfort with Design Thinking framework, lean start up and familiarity with user-centred practices, UX design and product ideation
  • Data analytics skills covering as a basis, but not limited to, excel, access database, Alteryx, Tableau for business analysis
  • Data literacy and able to engage and collaborate with AI, Machine Learning partners on projects
  • Experience in fintech or the wider financial services sector would be a bonus, but is not essential

About Us
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.
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.
About the Team
The Corporate & Investment Bank is a global leader across investment banking, wholesale payments, markets and securities services. The world's most important corporations, governments and institutions entrust us with their business in more than 100 countries. We provide strategic advice, raise capital, manage risk and extend liquidity in markets around the world.