Who We Are:
JPMorgan Chase & Co. (NYSE: JPM) is a leading global financial services firm with assets of $2.7 trillion and operations worldwide. The firm is a leader in investment banking, financial services for consumers and small business, commercial banking, financial transaction processing, and asset management. A component of the Dow Jones Industrial Average, JPMorgan Chase& Co. serves millions of consumers in the United States and many of the world's most prominent corporate, institutional and government clients under its J.P. Morgan and Chase brands. Information about JPMorgan Chase & Co. is available at www.jpmorganchase.com.
What it Means To Work Here:
Here, you'll feel welcomed and valued. Our clients, transactions, deals and projects are global so we work hard to create diverse, inclusive teams that support our business and each other. Learn about our culture at https://careers.jpmorgan.com/global/en/about-us
Wholesale Payments provides solutions that enable J.P. Morgan clients to pay, receive, invest and finance their business activities every day. World's largest wholesale payments network – Treasury Services, Merchant Services, Trade and Commercial Card. We work with 135,000 global corporate, financial services, middle market, small business, government, and municipal organizations. Technology, insights and expertise along with innovation and controls enable us to offer global services and solutions. Our achievements:
Process more than 106 million transactions worth $6 trillion daily
Process payments in more than 120 currencies and receive payments in more than 40 countries
80% of Fortune 500 does business with us
Ranked No. 1 in: USD clearer (per SWIFT)
Position Summary:
The Client Service & Implementation Manager/Team Lead is responsible for ensuring that JPMorgan Chase offers the highest standard of Client Service to the Wholesale Payments clients in the Philippines and has the managerial oversight of the Client Service and Implementation team.
ResponsibilitiesResponsible for the overall performance of the Client Service & Implementation team's KPIs, metrics and country CS&I business objectives
Act as the country CS&I escalation point for external clients and internal business partners
Responsible for people management: recruitment, retention and coaching of CS&I team members
Conduct regular performance evaluation, identify training and implement development needs for the team
Ensure risk/compliance guidelines are followed at all times and create risk awareness within team managed
Conduct periodic review of the country CS process and procedures, identify and implement process improvements to improve efficiency
Understand regulatory impact on our clients and the CS&I process & procedures, ensure proper escalation of risk related issues
Support the rollout of new products, system enhancements in the country as related to CS&I
Support CS&I transformation initiatives and work closely with regional/global CS partners
Engage and influence business partners (country/regional)
Represent CS&I in country TS management meetings and provide CS&I business updates to country management
Ensure consistency of service delivery in line with the JP Morgan service model and regional direction
Support country TS management in delivering business goals
Periodic reporting of business updates and metrics to regional CS
Escalate major issues to regional CS managers and key business partners timely
Achieve high level Client Satisfaction (as target)
Assigns Client Service Manager's portfolio in line with the APAC client segmentation model
Primary point of contact for selected clients for professional advice, complex enquiries, escalations, complaints, coordination of account maintenance; across a full suite of cash management and liquidity products
Understand clients’ business to identify solutions on client issues, enhance client experience in partnership with Sales, Product, Implementations and Operations
Support product commercialization through proactive client outreach to promote product adoption
Qualifications:Bachelor's degree holder with >9 years experience in customer service or Sales/Relationship Management role, preferably with exposure to financial institutions and multinational corporates
A strong understanding of the cash management business, products and operational procedures
Detail orientated, team player, takes end to end ownership, drive for results to support/grow the business, sustain intensity & optimism while focusing on delivering excellent service to clients
Good verbal and written communication skills, with proven ability to influence stakeholders and communicate clearly to effectively manage client relationships
Demonstrates the ability to analyze situations, prioritize/troubleshoot issues and manage multiple tasks effectively
Ability to work well within tight deadlines and good time management skills are required.
Fluent written and spoken in English plus at least one Asian language.
Ability to work independently and meet set metrics
Strong leadership skills and people management experience
We recognize that our people are our strength and the diverse talents they bring to our global workforce is directly linked to our success. We are an equal opportunity employer and place a high value on diversity and inclusion at our company. We do not discriminate on the basis of any protected attribute, including race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, marital or veteran status, or disability, or any other basis protected under applicable local law. In accordance with applicable local law, we make reasonable accommodations for applicants’ and employees’ religious practices and beliefs, as well as any mental health or physical disability needs.
