Client Service Business Analyst Manager - Business Telephony - Vice President

Strategic Thinkers Wanted.  Delivering exceptional Client Service is vital at JPMorgan.  It drives our ability to build lifelong relationships with clients and fuels our brand and reputation.  Without exceptional self-service in particular, our clients and employees can become frustrated and our costs to provide service escalate.  

As a Client Service Manager III within JPMorganChase, you will be responsible for analyzing and optimizing telephony systems and processes to support business objectives. This role involves assessing current telephony infrastructure, identifying opportunities for improvement, and developing strategic recommendations for system enhancements, cost efficiencies, and user experience. The candidate will collaborate with cross-functional teams to implement best practices, monitor performance metrics, and ensure alignment with organizational goals.

JPMorgan is redefining how clients access and are serviced by us. We will consider a client’s relationship and experiences across JPMorgan, over any one channel, product or line of business. We will analyze the Client and Specialist experiences from beginning to end and deliver industry-leading servicing strategies that ensure the best possible experience, including driving self-service options. 

Job responsibilities 

• Partner with Call Routing, IVR Team, Workforce Planning and other cross LOB teams to review and implement initiatives that will drive efficiencies and improve resiliency in COS
• Create suitable strategies that are sustainable, improves resiliency and reduces cost. Partners with key stakeholders to build out the initiative and ensure all risks have been eliminated prior to go live.
• Participate in the design stage of initiatives to influence a Client’ s servicing journey to improve the end-to-end experience 
• Possess in-depth knowledge of the client’s journey today, including ability to articulate break points, and provide Client Obsessed solutions
• Execute the identification and design direction and providing output recommendations to business partners for execution 
• Engage required Service Operations stakeholders to ensure awareness that allow us to deliver strategies that are sustainable and controllable
• Drive the design to ultimate target end state
• Address delivery challenges, impacts to timeline and correcting prior to escalation
• Communicate progress, status, issues, decisions on regular cadence
• Interface with other execution efforts cross impacting the initiative scope 
• Conduct post implementation review through listening to calls, and reading complaints, etc., to gather insights and determine next steps

Required qualifications, capabilities, and skills 

• 3+ years’ work experience, ideally in call center, strategy, or client-centric function
• 1+ years of project management experience
• Focus on client experience enhancements and communications
• Aware and comfortable operating in an Agile environment
• Strong understanding of the financial services industry 
• Strong communication skills – both written & verbal – with ability to quickly solve problems and present ideas and results to multiple stakeholders; superior verbal and interpersonal skills
• Comfortable in a deadline-driven, fast-paced environment, with flexibility and willingness to adapt and change course as needed
• Ability to manage multiple initiatives at varying stages of their lifecycle
• Consultative approach with the ability to interact, influence, and communicate effectively with all levels of the organization 
• Excellent organizational skills with the ability to prioritize and identify big ideas, and business goals. 

Preferred qualifications, capabilities, and skills 

• Extensive experience in the banking or financial services industry, particularly in commercial or investment banking, with strong leadership and team management skills to inspire high performance. 
• Proficient in