Client Service Manager II - Phone Team

Step into a pivotal role at JPMorganChase, where your expertise in client service management will shape the future of our operations. You'll have the opportunity to grow your career while making a significant impact on our business. Join a team that values innovation, collaboration, and continuous improvement.

As a Client Service Manager II within JPMorganChase, you will lead a team to deliver exceptional customer service and operational support. Your role involves planning, managing client relationships, and addressing inquiries. You will utilize your anti-fraud expertise to protect clients and the institution. Your knowledge of market products and process automation will drive efficiency. You will manage change and resolve conflicts to achieve team objectives.

Job responsibilities

• Lead the implementation of defined goals and objectives, aligning team resources and operations with organizational goals, and ensuring the delivery of high-quality client service.
• Utilize advanced anti-fraud awareness to detect and prevent fraudulent transactions, safeguarding the financial and reputational integrity of both the client and the institution.
• Drive process automation initiatives, leveraging systems architecture and automation technologies to enhance operational efficiency and service delivery.
• Manage internal stakeholder relationships, influencing decision-making processes and aligning team objectives with broader organizational goals.
• Oversee conflict resolution within the team and with clients, employing effective negotiation strategies to ensure win-win outcomes.

• 4 or more years of experience in managing customer service teams, with a focus on operational tasks and relationship management.
• Demonstrated proficiency in planning, with a track record of making decisions on resource allocation to achieve organizational objectives.
• Knowledge in implementing anti-fraud strategies to detect and prevent fraudulent transactions, protecting both the client and the institution.
• Proven experience in process automation, with the ability to articulate and apply systems architecture and automation technologies for operational efficiency.
• Proficient in conflict management, with the ability to facilitate discussions and create win-win solutions using collaboration or negotiation strategies.

• Experience in the banking or financial services industry, particularly within a commercial or investment banking environment.
• Strong leadership and team management skills, with the ability to inspire and motivate a team to achieve high performance.
• Strong analytical and problem-solving skills, with the ability to assess complex situations and develop effective solutions.
• Familiarity with banking software and systems, as well as proficiency in using data analytics tools to drive decision-making.
• A mindset focused on continuous improvement, with the ability to identify opportunities for process enhancements and implement changes effectively.