Are you looking for a leadership role within Client Account Services where you will lead a client facing team of Service Delivery Associates? Then this is the role for you.

As the Client Operations Manager within Client Account Services team, you will lead a client facing team of Service Delivery Associates whose core responsibilities include managing advanced client onboarding, guiding clients through complex market entry requirements to enable trading, managing market renewals and client restructures by consulting with both internal and external contacts to meet key results within a timely manner. You will also coach and develop the team to build their skills and capabilities, driving process improvements, efficiencies and quality of delivery to corporate clients.

Job responsibilities

• Plans and organizes team workloads, provides direction and sets individual objectives in order to meet department goals and priorities
• Collaborates with and coordinating across multiple teams and departments
• Identifies gaps in information, analysis to resolve complex issues and guiding others how to resolve issues in a timely manner
• Is senior escalation point for complex issues or client queries
• Observes and coaches the Custody Client Account Services team, employing great emotional intelligence skills in order to maintain high team morale
• Leads client service meetings, either in person or over the phone, demonstrating a high level of client facing skills
• Understands risks to J.P Morgan or clients and act appropriately, including following escalation protocols
• Raises early escalations, daily health check (DHC’s) or Action Plans where required. Owning issue management, tracking and presenting to senior management through to closure
• Identifies 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 and/or input into the creation of new systems and procedures
• Leads highly complex non BAU tasks such as projects, innovation or automation initiatives, understanding the benefits to the customer, Client Account Services or J.P Morgan
• Performs stakeholder engagement at a senior level forming strong relationships with Business and Client Service leads
• Is responsible for all aspects of staff issues in partnership with HR, able to resolve sensitive issues and maintains a high level of confidentiality

Required qualifications, capabilities, and skills

• 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 within a timely manner
• Risk and controls focused
• Ability to use data to drive decision making
• Strong verbal and written communication skills with ability to influence others
• Client relationship management to a senior level in a corporate environment
• Great ability to adapt and utilise various leadership styles to maximise your team’s potential

Preferred qualifications, capabilities, and skills

• Corporate banking industry knowledge, preferably within Custody product
• Experience managing global relationships
• Custody workflow, processes and procedures knowledge
• Data literacy