CIB - JPM Payments Client Service Manager - VP - Bournemouth

JP Morgan

Location: Dorset

Job Type: Full time

Posted


JPM Payments Client Service Manager (Corporate) – Vice President (Bournemouth)

The CIB Payments Client Service Manager (CSM) is responsible for the management and development of a team of Client Service Account Managers (CSAM) who are the ‘window’ into J.P Morgan Payments and the primary point of contact for our clients. A CSM is also the senior escalation point for these clients and is responsible for delivering best in class service for the clients within their segment. The CSM, along with the CSAM’s, strive to build deep and meaningful relationships with key contacts within a client’s organization and act as the client’s champion within JPMorgan. The CSM is empowered to identify process improvements, opportunities for business growth and has full responsibility for ensuring regular “Service Reviews” are held with with clients either in person or remotely.

Responsibilities

  • Responsible for the Client experience across all aspects of their day to day relationship with JPMorgan Payments
  • Manage, drive and develop a team of Client Service Account Managers
  • Maintain an accurate and active service temperature check for all Clients within the CSAM team’s portfolios
  • Identify and remediate service issues that impact the Client
  • Understand organisational structure in order to be able to communicate and remediate Client impacting issues promptly and effectively
  • Understand the Client’s business to anticipate their servicing needs and provide appropriate support and solutions (become the Client’s advocate within the bank)
  • Participate in and support Payments business initiatives that will positively impact the Client experience
  • Identify and effectively communicate internally Payments product development opportunities
  • Develop strong and trusted internal partnerships (e.g. Sales, Operations, Product, other lines of business)
  • Identify and escalate potential risk associated with Client activities
  • Ensure the CSAM team records all Client interactions using the appropriate business tools and use this data to identify themes, trends and service improvement opportunities

Requirements:

  • Strong Customer-facing / relationship management experience in similar area
  • Proven people manager/leadership experience
  • Excellent verbal, written and in-person communication skills, including executive communication skills
  • Ability to develop and mobilize internal network, key stakeholders and associated resources
  • Keen interest in the Banking digital technology transformation agenda
  • In depth understanding of the importance of our Diversity, Equity and Inclusion philosophy
  • Strong organizational skills; ability to manage multiple priorities whilst meeting deadlines
  • Ability to work effectively under pressure
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