Client Service Manager - Middle Market

Under the JPMorgan, Chase and Bank One brands, the firm serves millions of consumers in the United States and many of the world's most prominent corporate, institutional and government clients. The firm is a leader in investment banking, financial services for consumers and businesses, financial transaction processing, asset and wealth management, and private equity.  JPMorgan Chase is a leading global financial services firm with assets of $1.1 trillion and operations in more than 50 countries.


 


As a client service manager, you will typically report to a Senior Client Service Manager.You will be responsible for the overall success of the Client Service Team within Benefit Payment Services.  You will serve as the Client Service Manager for a specific Client Service Team  with responsibility for client satisfaction for all facets of benefit payment service delivery. Job responsibilities also include: CSP Human Resource coordination (including performance management, career planning, development, training and performance issues), Operational Controls, Compliance Adherence and Staff Readiness Communication for their respective client base.  You will also provide service management to ensure the client service staff promotes quality servicing to customers, including problem resolution on very complex and non-routine client impacting issues.  You will advise the Senior Client Service Manager  on all service and administrative matters. 


 


Additional responsibilities will include:



Leading regular staff meetings to update staff on benefit payment news, operations development, product enhancements, system improvements or problems


Monitoring client reports and investigate and research issues


Represent Benefit Payments on new business presentations


Conduct client service calls to ensure satisfaction, communicate new product initiatives and industry changes impacting benefit payments


Assuring compliance with all JPMorgan auditing Policies ,  Procedures and guidelines


Providing input into financial budget for Client Service Team and support plan achievement and departmental objectives


Serving as a member of the Benefit Payments Service Leadership Team, supporting strategic changes


Participate or lead projects as required


Providing a collaborative, communicative and productive environment for all Client Service Professionals


Working with Line of Businesses partners, including Relationship Management, Sales, Trust administration and external partners to enhance the resolution of client issues through appropriate channels


Overseeing the performance and tasks of the Client Service Supervisors and other staff responsible for conducting performance appraisals and guiding staff training and development


Collaborating with Management and HR to ensure personnel policies are adhered to, participating in personnel decisions involving employees, including: performance appraisals, promotions, salary actions recommendations and terminations


Performing other special duties or assignments as requested or required


Minimum of  7 to ten years  management experience overseeing customer service, operations, preferably in the Benefit Payment, Employee Benefit Trust, or payment businesses
Strong interpersonal skills and ability to work collaboratively with staff, clients and colleagues
Experience creating and  implementing changes in department procedures including transitioning clients and staff to new technologies.
Thorough knowledge of benefit payments, employee benefit trust, payment services, regulations, and related procedures
Extensive  knowledge of financial exposure,  operational risk  and regulatory risk associated with bank products and services
Effective problem solving, oral and written communication and presentation skills
Ability to exercise sound judgment and make effective decisions
Ability to prioritize, handle multiple tasks and work under pressure in a team environment
A self-starter who does not require close supervision