Payments Client Service Manager

You are a production fast-paced environment enthusiast. You have found the right team!

As a Client Service Manager in the Client Service department you will lead a team of 10 employees and be expected to meet the required performance standards on all parameters on efficiency, client satisfaction, quality and controls. As a member of this team you will be part of a high performing global team and will have the opportunity to work with a variety of different clients and internal partners.  As you support our clients, you will work on many different problem types of varying complexity, across multiple products and lines of business.  You will be challenged to stretch outside your comfort zone, learn new things and to challenge the status quo, helping the team evolve to better meet the needs of our clients and internal partners. 

Job Responsibilities

• Directs the daily activities related to staffing and specialist preparedness. Accountable for implementation of strategic initiatives relative to product strategy as well as staffing and specialist support. 
• Drive team to achieve performance levels and client satisfaction target goals.
• Manage procedure management and training material oversight. 
• Ensure team product knowledge is up to date at all times.
• Evaluate and execute appropriate staffing plans in order to achieve site and product Service Level Agreement goals. 
• Have the ability to recognize and manage escalations timely to avoid client impact.
• Develop a high-performing team. Identify staff development needs while providing timely feedback.  Review the development and performance management plans for all team members.
• Maintain, update, analyze and report on production statistics. Review trends and provide recommendations to improve client satisfaction, efficiency, and control. 
• Partner and make recommendations to sales, operations, technology, product managers and global teams on opportunities to improve products and/or delivery of service.
• Be responsible for leading and managing multiple projects.

Required qualifications, capabilities, and skills

• Bachelor’s degree and 5 years’ experience in Trade & Working Capital.
• Minimum 3 years of team management experience in a call center environment.
• Effective analytical, decision making and problem solving skills with ability to adapt to changing priorities.
• Ability to work in a fast paced environment & exhibit good time management skills.
• Strong team player and has the capacity to build good working relationships with various teams.
• Effective leadership, mentoring and people management skills.

JPMorgan Chase & Co., one of the oldest financial institutions, offers innovative financial solutions to millions of consumers, small businesses and many of the world’s most prominent corporate, institutional and government clients under the J.P. Morgan and Chase brands. Our history spans over 200 years and today we are a leader in investment banking, consumer and small business banking, commercial banking, financial transaction processing and asset management.

We offer a competitive total rewards package including base salary determined based on the role, experience, skill set, and location. For those in eligible roles, we offer discretionary incentive compensation which may be awarded in recognition of firm performance and individual achievements and contributions. We also offer a range of benefits and programs to meet employee needs, based on eligibility. These benefits include comprehensive health care coverage, on-site health and wellness centers, a retirement savings plan, backup childcare, tuition reimbursement, mental health support, financial coaching and more. Additional details about total compensation and benefits will be provided during the hiring process.

We recognize that our people are our strength and the diverse talents they bring to our global workforce are 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, pregnancy or disability, or any other basis protected under applicable law. We also make reasonable accommodations for applicants’ and employees’ religious practices and beliefs, as well as mental health or physical disability needs. Visit our FAQs for more information about requesting an accommodation.

JPMorgan Chase is an Equal Opportunity Employer, including Disability/Veterans