Client Operations Manager - Merchant Services Account Management

If you are passionate about providing comprehensive account servicing support and exceptional client experience for the merchant clients of JPMorgan Chase, you have found the right team.

As a Client Ops Manager within Merchant Services, you will be responsible for leading an Account Management team.  You will be responsible for partnering and collaborating with the leadership team across the Account Management space to ensure consistent processes and controls are followed.  You will supervise the Account Management team and effectively lead Account Managers in providing excellent and efficient service to our merchants.  You will also be responsible for interacting with and supporting Relationship Managers and their leadership and developing strong relationships built on a foundation of trust and accountability. 

Job Responsibilities: 

• Demonstrate excellent understanding of the purposes and operations of the organization and business initiatives.
• Manage the performance management cycle including regular feedback, coaching, and performance excellence.
• Maintain effective and standard operational processes.
• Navigate systems and tools, and partner with cross-functional, cross U.S. teams to solve client problems.
• Operate within established risk parameters/tolerances, and meets internal/external risk and compliance obligations, including completion of required training.
• Display confident client presence via phone and email with the ability to deliver exceptional customer experience by acting with a customer first attitude.
• Provide thoughtful leadership, proactive insights and consultation on strategies to clients within the portfolio, and identifies opportunities for Wholesale Payments collaboration to deliver the full value of the firm.
• Identify business trends using real data, meet project deadlines, follow up on results
• Provide timely responses to client inquiries and assist client in all manners of troubleshooting or maintenance.
• Compile relevant, accurate data into reports or presentations for Relationship Managers, clients, senior management.

Required qualifications, capabilities, and skills: 

• Practicing professional and superior interpersonal skills in all interactions with team, other senior leaders across multiple business segments, and internal and external customers.
• Generating documents of record in support of process streamlining and simplification.
• Understand and assess client needs, troubleshoot issues, quantify downstream impacts.
• Research, champion, advocate and follow through on issues/questions along with having exceptional verbal and written communication skills and strong presentation skills.
• Demonstrated ability to anticipate clients’ issues, own problems on clients’ behalf, and follow through with commitments.
• Ability to build relationships with clients, internal partners, colleagues, and peers to achieve desired outcomes.
• Ability to understand multiple complex systems and processes. 

• Ability to mobilize internal networks and resources to assist is resolving customer service requests.

   

Preferred qualifications, capabilities and skills: 

• Bachelor’s degree
• 5 years in team leadership, account management, relationship management, client relations or customer service experience.
• Knowledge of bankcard industry and procedures.
• Strong knowledge of Microsoft Excel, PowerPoint & SharePoint.
• Proven ability to work well under pressure with minimal supervision.