Payments: Client Onboarding Specialist - Global Client Service+ Associate

JP Morgan

Location: Dorset

Job Type: Full time


Show that gap who’s boss!
Women are 16% less likely than men to apply to a job once they’ve viewed it, but are 16% more likely to get hired after applying to a job.*
*LinkedIn Talent Solutions Gender Insights Report 2019

About J.P. Morgan Corporate & Investment Bank

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.

About J.P. Morgan Payments

J.P. Morgan Payments provides cash management, liquidity, commercial card, foreign exchange, and escrow solutions to clients across the world. Teams are constantly innovating, using the latest technology and data analytics to deliver specialized solutions to help clients grow and streamline their businesses. The organization combines four lines of business: Merchant Services, Treasury Services, Commercial Card and Trade Finance to help clients manage working capital and increase operational efficiency.

For further information please visit the JPM Payments page on the J.P. Morgan website.


Job Description

About the Team

The journey through implementation to full go-live is one of the most critical a client will undertake. This is why Global Client Service+ (GCS+) delivers a framework that comprises several additional value-add services to provide an enhanced and seamless onboarding experience. Clients are specifically selected to benefit from the GCS+ framework and are prioritised against a set of criteria through an agreed process with key partners.

GCS+ join the core deal team and partner with Implementations, Sales, Product and Client Service to complete a full scoping of the deal to proactively identify and remediate potential pain points ahead of go-live. Then, by taking ownership of the oversight of transaction flow through the critical post go-live period the impact to the global Operations and Client Service teams is minimised.

GCS+ supported deals benefit from a faster ramp up in transaction volumes, improved client experience, and increased ability for critical operations teams to absorb the additional volume.

About the Position

You will be client facing and own a diverse portfolio of client implementations covering all client and industry segments, including Multi-National Corporations, Financial Institutions, FinTech and High Growth Tech clients, and the Commercial Bank. At any time you will support deals that may include any of the EMEA Payments Products, which may be global in nature. With deal support typically lasting 6 – 12 months there is plenty of variety and you will keep up with client and industry trends.

For each deal, you will join the core deal team at the start of the implementation process and have responsibility for consulting with the client and internal partners to deliver a smooth go-live in to production; clients fully utilising the payment products and services they have been set up for. This consultation leads to a detailed statement of work required to mitigate potential operational impacts that are likely to occur post go-live. You will partner internally and with the client to mitigate these potential impacts ahead of go-live and remain aligned to the client for a typical period of 3 months after the implementation end date to ensure a flawless client experience.

Each deal is closed with a formal post go-live review which you will own to ensure the scope and success criteria of the deal have been met, and any organisational learning is completed. This is a critical deliverable to ensure the long-term sustainability of each piece of client business supported.

You will partner with all functions within JPM Payments, have influence over the allocation of resource as it relates to executing client transactions, and identify and influence delivery of process improvements in partner functions. There are also opportunities to consult with Sales and Product partners, and clients, in the early stages of potential new business. Advocating GCS+ in this way is a recognised differentiator.

Key responsibilities: -

  • Responsible for the delivery of a first-class client experience for multiple clients deals simultaneously, delivering seamless integration into the Payments organisation
  • Disciplined delivery of the deal expectations through every stage of the lifecycle
  • Timely identification and escalation of issues which could impact Client deliverables, Client satisfaction, or conflict with Operations risks and controls
  • Own the resolution of client impacting issues
  • Build relationships with Sales, Product, Client Service, Implementations, Operations and Technology partners as a trusted advisor
  • Proactively lead continuous improvements delivering balanced solutions considering client requirements with the broader goals of the firm in mind

Full training and onboarding plan is available and will be tailored to the needs of the individual.

Skills and behaviours: -

  • Strong written and verbal communications skills and influences across levels and organisational boundaries
  • Each deal has core deliverables, and so strong personal organisational and governance disciplines are required
  • Thrives in a fast-paced, client facing, team environment
  • Handles multiple events and tasks, making balanced decisions to deliver against conflicting priorities
  • Promotes a diverse and inclusive work environment, exemplifying the highest standards of ethics and integrity, respecting individuals at all levels
You’ve got this!