JPMorgan Chase & Co. (NYSE: JPM) is a leading global financial services firm with assets of $2.5 trillion and operations in more than 60 countries. The firm is a leader in investment banking, financial services for consumers, small business and commercial banking, financial transaction processing and asset management.
It began operations in the Philippines in 1961 with a representative office. Since then, the firm has expanded its presence into a fully integrated franchise, comprising Investment Banking, Treasury and Securities Services, Equity Sales and Research as well as foreign exchange and fixed income trading operations. JPMorgan Chase & Co. has a number of legal entities operating in the country, including the Manila Branch of the bank, which has a commercial banking license as well as a derivatives license, and a securities company with a seat on the Philippine Stock Exchange.
JPMorgan Chase & Co. launched its Global Service Center in Manila in 2005 and in Cebu in 2010, to provide a wide variety of strategic support including analytics, finance and accounting voice-based services, transaction processing and other functions to its affiliates around the world.
Information about JPMorgan Chase & Co. is available at http://www.jpmorganchase.com/
About J.P. Morgan Corporate & Investment Bank
J.P. Morgan Corporate & Investment Bank (CIB) is a global leader across banking, markets and investor services. The world’s most important corporations, governments and institutions entrust us with their business in more than 100 countries. With $18 trillion of assets under custody and $393 billion in deposits, the Corporate & Investment Bank provides strategic advice, raises capital, manages risk and extends liquidity in markets around the world.
About JPMorgan Treasury Services
The Treasury Services (www.jpmorganchase.com/ts) business of JPMorgan Chase is a top-ranked, full-service provider of cash management and currency clearing, providing solutions to corporations, financial services institutions, middle market companies, small businesses, governments and municipalities worldwide. With more than 50,000 clients and operations in 36 countries, JPMorgan Chase Treasury Services is one of the world's largest providers of treasury management services.
Job Description
As a Client Service Account Manager within CIB, you will contribute as a part of a team or segment involved in a number of activities to support our service offerings including:
Represent clients (both internal and external) with onshore stakeholders
Coordinate and handle escalations coming from the clients with internal organizations
Work with internal groups and segments to ensure compliance in the agreed KPIs
Manage clients’ and stakeholders’ expectations to ensure full delivery of services
Shift: EMEA hours, 4pm to 1am, M - F
Key Responsibilities
Client Management:
Work with onshore counterparts and local Client Service Management Team for the day to day oversight
Provide metrics and reports (as required) to management and stakeholders
Project Management oversight
Issue / Escalation management
Participate in continuous improvement activities to build the business’ and clients’ confidence
Perform service reviews as needed by the clients
Oversee and coordinate with stakeholders pertinent group for any process creation and documentation for any new hand over projects
Service:
Develop, maintain and broaden partnerships with Clients (internal and external)
Understand Clients’ business to predict their needs and provide appropriate solutions
Become the Clients’ trusted adviser
Promote use of self-service tools to reduce number of Client enquiries
Analyse payment and associated activities in order to identify efficiencies
Promote sharing of experience and best practice across the Service team
Participate in and support TS initiatives
Identify opportunities for product development and enhancement
Identify and escalate potential risk associated with Client activities
Record all Client interactions (e.g. calls, meetings, issues, proactive communications)
Close collaboration with Service teams Globally to assist with proactive client support initiatives and analysis
Provide support to Service teams in the preparation of documentation, mandate reviews, client communications and metrics for clients
Recording and tracking through to completion of actions identified for Service
Support:
Liaise with Client Service Account Managers, Relationship, Product and Operations Managers regarding service issues
Assist with incremental account set up and operational procedures and liaise with various teams to ensure these account set ups are correct
Written and Oral communication is essential between Client Service Account Managers and internal partners at all levels of the firm. In this position, this may range from simple inquiries up to complex problem solving discussions
Negotiates and escalates where appropriate, on behalf of our client facing colleagues and their clients
Identify opportunities for process improvements
Eliminate exceptional and manual processes
Investigate and resolve generic and complex issues by identifying underlying or hidden problems and patterns
Manage one-off projects as they pertain to specific client issues and products
Escalate risk related issues to appropriate parties as required
Participate in risk reviews to ensure the procedures outline all activities that are associated to a request are properly documented
Participate in and support TS initiatives
Assist in conducting trainings, best practice sessions and co facilitate team meetings
Key Skills
Excellent verbal and written communication skills
Ability to work effectively under pressure whilst maintaining a professional manner
Dual-ability to work effectively as both a team player and as a people manager
Demonstration of cultural sensitivity and awareness
Proven negotiation skills
Strong organisational skills; ability to manage multiple priorities whilst meeting deadlines
Ability to develop and mobilise internal networks and resources
Ability to effectively use and manage multiple systems
Above average problem solving skills
JPMorgan Chase is an Equal Opportunity and Affirmative Action Employer, M/F/Disability/Veteran
The successful candidate will need to have proven skills in team work and client service experience.
Shift: EMEA hours, 4pm to 1am, M - F
A full working knowledge of NYDDA, MCAS, FTS, PRPC & TLM would be an advantage
Good verbal and written communication skills
Attention to detail and accuracy is an essential requirement as there are a number of varied processes that are undertaken across the group, adaptability and flexibility are also key skills for this role
Proven client service skills
An understanding of Treasury Services products, processes and risk policies would be advantageous
Ability to work to deadlines and good time management skills are required as the team have a number of production tasks set at specific times of the day and the deadlines must be adhered to and controls exercised as documented in procedures
Demonstrates the ability to manage multiple tasks and prioritize with minimal supervision
Keen on identifying risks and proactively suggest controls
Act with a high sense of urgency and integrity
Ability to work to deadlines and good time management skills are required as the team have a number of production tasks set at specific times of the day and the deadlines must be adhered to and controls exercised as documented in procedures
Demonstrates cultural sensitivity and awareness
Work effectively with a team and self sufficient
Ability to develop and mobilize internal networks and resources
Genuine interest in clients and the TS business with a longer term ambition to continue working in TS Client Service
Proven people management skills
Ability to manage client and stakeholders
Strong analytical skills and attention to detail
Confident working with Excel, PowerPoint (PitchPro), SharePoint
