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Client Service Brokerage Manager
manager · Asset Management
JPMorgan Personal Investing, Europe’s leading Digital Wealth Manager with over £10 billion Assets Under Management and 300,000+ global investors, operates with the agility of a start-up within a leading financial institution. We're on a mission to ethically disrupt the UK financial services market, empowering our customers to maximize their money through our innovative mobile banking app and dedicated customer support. As a J.P. Morgan company, we complement Chase’s digital bank in the UK, focusing on customer-centric offerings in investments and digital wealth management.
As a JPMorgan Personal Investing Client Service Brokerage Manager in JPMorgan Personal Investing Client Service, you lead and develop a team of client service specialists to deliver consistently strong client outcomes in brokerage. You shape an engaging, inclusive, high-performing culture while running day-to-day operations and supporting your team through complex client needs and escalations. You partner across the firm to remove obstacles, improve processes, and deliver results with strong risk, controls, compliance, and regulatory standards.
Job responsibilities
- Lead day-to-day team operations, including coaching, timekeeping, recognition, performance management, and disciplinary actions when needed.
- Create an engaging, inclusive employee experience and a culture where people feel supported to do their best work.
- Lead support for brokerage service inquiries across core topics such as corporate actions, security pricing and quotes, fees and charges, and trade economics.
- Guide the team on client inquiries related to tradable instruments and product eligibility, including equities, EFTs and mutual funds.
- Handle client escalations, complaints and complex service inquiries with professionalism and empathy through to resolution.
- Conduct call observations and quality reviews to improve service delivery and client outcomes.
- Develop employees through regular coaching and career development conversations.
- Recruit and onboard new team members through structured interviewing and onboarding support.
- Schedule strategically and provide real-time floor support to meet service levels and operational needs.
- Resolve issues through research, investigation, and follow-through with appropriate partners.
- Drive process improvements and projects while maintaining a strong risk and controls environment. Build and strengthen partnerships across the firm to improve client experience and operational performance.
Required qualifications, capabilities and skills
- Demonstrated business and investment knowledge, including knowledge of investment products.
- Extensive financial services experience with brokerage and self-directed investing exposure.
- Proven ability to partner, network, and influence stakeholders to drive outcomes.
- Strong capability to motivate, coach, and develop employees at individual and team levels.
- Ability to manage multiple priorities in a fast-paced environment and adapt quickly to change.
- Consistent risk mindset and strong compliance record while delivering results with proper risk management.
- Strong communication skills with a highly professional presence, including presenting information clearly.
Preferred qualifications, capabilities and skills
- Experience leading quality assurance and coaching programs.
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