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CIB- Client Operations Manager/ Vice-President (Bournemouth)

JP Morgan

Location: Dorset

Job Type: Full time


The Client Account Services Team is a client facing group whose core responsibilities include managing advanced / complex client onboarding, establishing accounts, guiding clients through market entry requirements to enable trading, managing market renewals and client restructures. This role is to lead and manage the German & Swiss client facing team in Custody Client Account Services.

As a Client Account Services specialist, you will:

Serve as Service Delivery Manager, to lead and perform advanced/complex customer onboarding by consulting with the business and customers to meet key deliverables. Coach and develop the team to build their skills and capabilities, driving process improvement, efficiency and quality fo delivery to corporate clients.

  • Provides direction and sets individual objectives to execute against department or team goals and priorities
  • Often working with and coordinating across multiple teams and departments
  • Expected to identify gaps in information, and analyze to resolve complex problems and issues and guides others how to resolve issues
  • Acts as a senior escalation point for complex issues or client queries
  • Responsible for planning and organizing team workloads and effectively utilising all available resources
  • Direct responsibility for all aspects of day to day staff management of one or more team members, demonstrates skills as per the JPM manager capabilities
  • Leads client service meetings, either in person or over the phone, demonstrates high level of client facing skills
  • Ability to independently investigate and resolve complex problems and manage through to completion in a timely manner
  • Understands risks to JPM or Clients and acts appropriately, including following escalation protocols.
  • Raises early escalations, daily health check (DHC’s) or Action Plans where required. Owns issue management, tracking and presents to senior management through to closure
  • Finds opportunities to improve overall client experience, maintains green client satisfaction ratings or implements appropriate actions to ensure path to green
  • Follows department procedures and protocols in every instance, is responsible for designing or has input into the creation of new systems and procedures
  • May lead some highly complex non BAU tasks such as projects, innovation or automation initiatives. Understands the benefits to the customer CAS or JPM.
  • Proactively supports sitewide activities, which promote an inclusive working environment. Is a member of a campus BRG or CAS community workstream.
  • Stakeholder engagement would typically be at a senior level including Director, across LOB’s and you would have forged strong relationships with Business and Client Service leads.
  • Able to deal with all aspects of staff issues in partnership with HR, able to resolve sensitive issues and maintains a high level of confidentiality

Skills required:

  • Strong time management skills, self-directing and capable of dealing with high pressure, time sensitive tasks.
  • Building teamwork through collaboration
  • Leadership, management, people development and coaching
  • Ability to identify and drive change, automation, efficiency and improvement
  • Excellent analytical and research skills, detail oriented. Ability to deep-dive and investigate issues to reach a successful resolution to applicable parties
  • Strong verbal and written communication skills with ability to influence others
  • Client relationship management to a senior level in a corporate environment

Knowledge required (preferred but not essential)

  • Data literacy
  • Budget Management
  • Industry knowledge