At J.P. Morgan, exceptional client service is at the heart of what we do. As a Client Service Manager – VP, you’ll build trusted relationships, champion client needs, and drive world-class service at every touchpoint.
Job Summary:
Manage a portfolio of asset manager clients across Global Custody, Depository, Fund Administration, Transfer Agency, and ALTS products. Own client satisfaction, collaborate across teams, and drive continuous improvement. This high-impact role demands responsiveness, broad product knowledge, and a relentless focus on enhancing the client experience.
Key Responsibilities:
- Serve as the primary escalation contact for clients and internal stakeholders.
- Oversee client portfolios, ensuring exceptional service and proactive expectation management.
- Lead client meetings, communicate product and system enhancements, and ensure ongoing satisfaction.
- Establish and manage governance processes, monitor service levels using KPIs and RAG ratings.
- Drive reduction of billing errors and carry costs; ensure accurate, timely fee billing.
- Oversee global initiatives and remediation projects to meet service standards.
- Mentor and develop junior team members, fostering ownership and teamwork.
- Resolve complex client issues through cross-functional collaboration.
- Advocate for clients, driving impactful change and keeping their needs central to decision-making.
- Identify opportunities to improve efficiency and reduce risk, influencing client behaviors.
- Represent the client voice for enhancements across stakeholders.
- Communicate directly and effectively to broker successful outcomes on complex issues.
Required Qualifications & Skills:
- Bachelor’s degree.
- 8+ years in financial services, servicing institutional clients.
- Strong knowledge of Global Custody, Traditional, Hedge, Private Fund Services, and ALTS structures.
- 3+ years of direct people management.
- Excellent communication, presentation, and project management skills.
- Effective problem-solving and decision-making abilities.
- Sound judgment and ability to make decisions on behalf of clients and J.P. Morgan.
Preferred Qualifications:
- Experience in securities services or supporting ALTS clients/products (Client Service, Operations, Onboarding, Product, Fund Administration, Transfer Agency, Depositary, Custody).
- Knowledge of securities service products and eagerness to expand industry expertise.
- Commitment to continuous improvement.