U.S. Private Bank - Client Service Manager - Vice President

If you have leadership and mentoring experience and delivers premier client service solutions, J.P. Morgan is the place for you!

As a Client Service Manager in the U.S. Private Bank, you will be responsible for leading a Client Service team. You will work directly with members of the regional senior leadership team and market managers to ensure that the Service practice is aligned with U.S. priorities and strategy. You will also be responsible for day-to-day management, training, coaching and career development of service and associated practice support teams across the regions with a team size of approximately 10-20 full time employees.

Job responsibilities

• Collaborate with the senior leadership team and market managers to execute the Client Service strategy for the Single Coverage segment in your region(s), ensuring that the client experience is high quality, high touch and increasingly focused on building scale and efficiency for the business
• Coordinate support for the business and service growth agenda, ensuring that Service Managers and Client Service Associates are actively engaged with their markets and actively focused on proactive client engagement opportunities (including digital, fraud, and Bank With Us)
• Oversee the strategy and approach to managing daily work volumes and transactions, focusing on accuracy, timeliness and compliance with regulatory requirements and internal controls; transaction approval at specific escalation thresholds
• Manage talent and recruiting strategy for Service team members
• Drive continuous improvement by identifying process, procedure and technology gaps and opportunities. Additionally, oversee project portfolio for projects impacting region where Service is a sponsor or stakeholder.
• Ensure that robust metrics and reporting are available to measure service quality and the strength of our control environment; hold all members of the practice accountable for reaching established measurement objectives
• Enforce a disciplined approach to performance management, holding managers accountable for delivering regular, ongoing performance feedback and for addressing staff training and development needs

• 5+ years-experience in managing a service function or equivalent financial services experience at a senior leadership level
• Strong leadership and management skills; ability to lead significant change efforts and articulate strategy
• Solid comprehension of Private Bank's range of products and services as each applies to specific market and region business segments
• Must understand the strategic impact of the regulations, policies and procedures related to these products and services, and how to integrate changes into existing infrastructure
• Disciplined approach to managing metrics and reporting
• Strong comprehension of how data and information flow through the firm's systems and an in-depth understanding of operation roles and inter-dependencies
• Strong project management skills; must be able to engage all participants and meet deadlines and deliverables