What are the responsibilities and job description for the Securities Services - Client Service - Vice President position at JPMorgan Chase?
Join a high-performing team in New York, where your expertise in client service will drive impactful change for a leading global asset manager. As a VP Client Service Manager, you’ll be the advocate for our clients, ensuring their needs are at the forefront of every decision and delivering best-in-class service across Securities Services.
As a VP Client Service Manager, you will oversee a portfolio of asset manager clients, ensuring exceptional service delivery across Custody, Fund Administration, and Investment Middle Office. You’ll act as the key contact and escalation point, resolve complex issues, and drive operational improvements. Your role is pivotal in maintaining high standards, influencing business partners, and championing client needs.
Job responsibilities
- Oversee a portfolio of asset manager clients within Securities Services.
- Ensure exceptional service levels for clients and manage their expectations in coordination with business partners.
- Serve as the key contact and escalation point for clients, stakeholders, and the business for all service-related matters.
- Resolve complex client issues promptly and effectively, collaborating across departments to secure business alignment.
- Establish and manage a governance process covering all products, utilizing KPIs and RAG ratings to monitor service levels.
- Improve efficiency and reduce risk by enhancing the operating model and influencing client behaviors.
- Ensure accurate and timely fee billing for all products.
- Define and manage remediation projects to address areas where service is not meeting client expectations.
- Act as the client advocate across the business, driving impactful change and ensuring client needs are prioritized.
- Engage in direct client communication and broker successful outcomes to difficult and complex issues.
Required qualifications, capabilities, and skills
- Experience in client management and presentation, with the ability to develop strong client relationships and lead meetings.
- Strong communication and diplomacy skills, able to influence and manage across a large virtual team.
- Problem-solving skills for complex, dynamic situations requiring in-depth evaluation and stakeholder input.
- Ability to work independently, multi-task under pressure, and prioritize key tasks effectively.
- Attention to detail and pursuit of quality in task completion.
- Leadership skills, taking ownership of issues and holding partners accountable for service delivery.
- Proactive approach to identifying and resolving sub-optimal processes.
- Strong understanding of products and client organizations, including strategy and objectives.
- Appreciation for a diverse workforce, leveraging differences for organizational success.
- Ability to incorporate risk and control parameters into daily activities.
- Self-reliant, results-oriented, and able to maintain a positive attitude under pressure.
- Proficiency in Microsoft Excel, PowerPoint, Word, and Outlook.
Preferred qualifications, capabilities, and skills
- Experience in an operational environment, particularly in securities services or supporting exchange traded funds.
- Knowledge of CIB products and enthusiasm to develop expertise across the Securities Services Industry.