AWM - Wealth Management - Client Service Manager - Associate

Job Description

As an Associate, you are responsible for providing exceptional leadership and effective supervision and oversight of a team of Client Service Support Specialist (CSSS). You are accountable for end to end ownership of the client and employee experience, including service levels, satisfaction, and overall performance of the team. To be successful, you will need to build and maintain a winning team. Day to day, you will deliver tactical and strategic solutions in a highly controlled and regulated environment in order to meet objectives in a fast changing and dynamic environment. Operating hours: While actual hours will depend on the US team that the role will be supporting, the hours will fall within the Monday-Friday 8am-8pm EST hours of the US teams.Core Responsibilities:

• Communicate guidance and direct CSSS to resources for delivering high quality, high touch service to US client service teams, managers and clients
• Manage team s daily work volumes and transactions accurately, within established deadlines, and in accordance with existing policies and procedures
• Meet with internal partners regularly to ensure service expectations are met
• Understand and comply with regulations, policies and procedures related to these products and services, and reinforce with their team the possible financial liabilities of the transactions associated with these products and services if they are not executed properly
• Research, follow-up and resolve escalated client issues and problems through effective interaction with key partners
• Facilitate recruiting efforts and process enhancements to maintain staffing levels of CSSS teams
• Responsible for coordinating review of key daily, weekly and monthly metrics for CSSS teams; collating the data and presenting to key partners and US CS Managers
• Provide oversight surrounding HR matters, talent development, and disciplinary action
• Evaluate CSSS Team performance and provide feedback via informal discussions, quarterly/semi-annual performance meetings and annual review process
• Assist in the continuing strategic development of the support operating model, and help validate proposed ideas/plans prior to implementation
• Provide exceptional client service and flawless execution on client requests, inquiries and transactions such as money movement, security transfers, and loan transactions including escalated research requests
• Drive the successful implementation, adherence, and maintenance of the firm s control s policies and procedures as well as protecting client assets against potential fraud activities
• Collaborate with respective client facing teams and internal business groups to deliver and execute client transactions

JPMorgan Chase is an Equal Opportunity and Affirmative Action Employer, M/F/Disability/VeteranQualifications Internal:All application requirements (including updated resume) should be posted, submitted and completed in the JobConnect tool. Must meet the following minimum IJP Requirements:12+ years experience in managing Cash, Treasury, Wire transfer & Client Service will be an added advantage.TENURE: At least 12 months in current job and process.PERFORMANCE: Satisfactory rating on most recent annual performance reviewCORRECTIVE ACTION: Not within or under the prescriptive period for suspension.PERFORMANCE IMPROVEMENT PLAN: Not in any Performance Improvement Plan (PIP). Qualifications - Internal/External

• 12+ years experience in managing Cash, Treasury, Wire transfer & Client Service will be an added advantage.
• Excellent judgment and decision making skills; solutions oriented
• Strong leadership and management abilities
• Solid communication, time management and interpersonal skills; must be able to diffuse conflict diplomatically
• Keen understanding of the financial and banking industries
• Experience with a wide array of financial products
• Ability to adapt to a rapidly changing business and technology environment; must be a change leader
• Disciplined approach to managing and acting upon key daily reports
• Experience in a call center environment and online/mobile brokerage platform preferred
• Proven experience in a leadership capacity, ability to motivate and an individual and team level, experience other managers preferred
• Ability to balance producing strong results with proper risk management
• Extremely organized and detail oriented, expert knowledge of Windows, Microsoft Office software, Microsoft Outlook email, scheduling and task manager
• Bachelor s or Master s degree preferred

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Keyskills :
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