As a senior Client Success Manager (CSM) in Securities Services, you will have responsibility for a book of Securities Services' Custody and Fund Services clients. As the CSM servicing these clients you will have ultimate ownership for your client's satisfaction with J.P. Morgan's products and services.
CSMs foster close relationship with their clients, understand requirements and expectations, take accountability for the resolution of issues, proactive client management, cultivate long term partnership to become trusted advisors with clients. CSMs also foster relationships with Operations and other groups (such as Product, Sales and Technology) locally and regionally in service delivery to the client. CSMs work with, and manage through, other functional areas both locally and globally, to ensure the provision of a timely and efficient level of service, with a high degree of autonomy in their management of the daily deliverables to the client.
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Job responsibilities
- Client focus, understand client's business needs and agenda, cultivate long term partnership with key clients.
- Full accountability for the service delivery relationship with clients. Building relationships to understand client requirements and expectations.
- Drive resolution and management of client queries, data & reporting collation, delivery issues and tracking of progress; leveraging internal teams as appropriate.
- Provide thought leadership and design effective solutions to help our clients.
- Maintaining client profiles, and service level documents for your assigned book of business.
- Lead in-person meetings with your client base to build relationships, establish an on-going governance structure, update clients on product and system enhancements, and work to ensure the client's ongoing satisfaction with J.P. Morgan.
- Completing periodic relationship reviews for your clients.
- Monitoring and managing billing for accuracy on a monthly and annual basis.
- Coordinating client training for proprietary J.P. Morgan technology.
- Coordinating service delivery across all products and services. Team members are comprised of colleagues from Custody, Accounting, Performance, Compliance, FX, Liquidity, Collateral Management and Securities Lending.
Required qualifications, capabilities, and skills
- University bachelor's degree or higher
- Seeking candidate with five or more years of experience in financial services industry (Securities services and/or investment portfolio servicing environment, custodian, asset management firm, broker/dealer, hedge fund, fund administrator, financial markets organizations servicing clients would be a plus but not a must)
- Experienced in client management, covering client relationships at the executive level. Strong focus in client service and account management.
- As this role will have regular client facing involvement, the person in this role must be confident, articulate and able to represent J.P. Morgan professionally in front of clients
- Effective problem solver. Focus on accountability, action and outcome to ensure solution meets client needs while aligning business deliverables to the firm's mission and goals
- Ability to exercise sound judgment and make effective decisions on behalf of the client and J.P. Morgan.
- Ability to prioritize, handle multiple tasks and work with minimal supervision.
- Strong work ethic with desire to work with teams and willingness to learn the products and processes offered by Securities Services.
- Strong communication and presentation skills (written & verbal)
- Strong English & Chinese language fluency (must be fluent in Mandarin)
ABOUT US
J.P. Morgan is a global leader in financial services, providing strategic advice and products to the world's most prominent corporations, governments, wealthy individuals and institutional investors. Our first-class business in a first-class way approach to serving clients drives everything we do. We strive to build trusted, long-term partnerships to help our clients achieve their business objectives.
We recognize that our people are our strength and the diverse talents they bring to our global workforce are directly linked to our success. We are an equal opportunity employer and place a high value on diversity and inclusion at our company. We do not discriminate on the basis of any protected attribute, including race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, marital or veteran status, pregnancy or disability, or any other basis protected under applicable law. We also make reasonable accommodations for applicants' and employees' religious practices and beliefs, as well as mental health or physical disability needs. Visit our FAQs for more information about requesting an accommodation.
ABOUT THE TEAM
J.P. Morgan's Commercial & Investment Bank is a global leader across banking, markets, securities services and payments. Corporations, governments and institutions throughout the world entrust us with their business in more than 100 countries. The Commercial & Investment Bank provides strategic advice, raises capital, manages risk and extends liquidity in markets around the world.