Digital Markets – Senior Technical Client Service Specialist for Neovest – Vice President

Greater London
Full time
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JP Morgan
Banking, investment & finance
10,001+ employees
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Become a part of our forward-thinking front office team as a Senior Technical Client Service Specialist, where excellence drives our approach. This role is designed for those who excel in solving complex technical problems and are passionate about delivering superior service to clients at a strategic level.

Job summary

As a Senior Technical Client Service Specialist in our innovative front office team, you will be instrumental in shaping the service excellence culture. This senior role involves strategic oversight and hands-on management of front-line support services to Neovest’s prestigious clientele, navigating through technical and business-related challenges with a blend of expertise and leadership.

Job responsibilities

  • Oversee and enhance the process of researching, diagnosing, troubleshooting, and identifying solutions to resolve high-level customer issues related to application use, configuration, and integration
  • Lead and mentor a team of client service specialists, promoting a culture of excellence, innovation, and continuous improvement
  • Develop and implement strategies to improve response times and service quality, ensuring adherence to SLAs tailored to customer needs and expectations
  • Prioritize and manage critical incidents, fostering a proactive approach to problem resolution and customer satisfaction
  • Champion the use of Jira/Confluence management tools for incident tracking, escalation, and resolution, setting standards for documentation and communication
  • Engage with senior levels of client and firm management, facilitating strategic discussions and negotiations to foster long-term relationships
  • Liaise with Product Development to report and strategize on software enhancements and bug resolutions, leveraging in-depth technical understanding to advocate for client needs
  • Lead initiatives to expand the Knowledge Base with strategic insights, workarounds, and solutions, elevating the team’s collective expertise
  • Drive the understanding of clients' broader business objectives, aligning our support services with their strategic goals
  • Analyze complex data sets to uncover underlying trends, translating these insights into actionable improvements for both client experience and internal processes
  • Identify, address, and resolve advanced database and system performance issues, demonstrating leadership in high-pressure situations

Required qualifications, capabilities, and skills

  • You have Bachelor’s degree (or equivalent) with a significant track record (at least 7+ years) in a leadership role within financial services/software client support
  • You demonstrated leadership capabilities in high-paced environments, with a track record of developing teams and processes
  • You demonstrate superior English language skills (Oral and Written) with an emphasis on effective communication and negotiation at senior levels
  • You have advanced understanding and experience with financial industry applications (OMS, EMS, FIX protocol), showing a deep comprehension of buy-side trading dynamics
  • You demonstrate expertise in IT infrastructure, Windows OS, SQL Server Management Studio, and complex SQL query development
  • You have comprehensive knowledge of network and domain architecture, coupled with strategic business acumen in trading/portfolio management
  • You demonstrated excellence in decision-making, problem-solving, and creative thinking under pressure, with a focus on strategic outcomes and client satisfaction

Preferred qualifications, capabilities, and skills:

  • You demonstrate advanced programming skills (e.g., C++, VB, C#, .NET) and the ability to lead development projects or initiatives that enhance client service delivery and operational efficiency