Client Service Manager II

Join our dynamic team as a Client Service Delivery Associate I and become a vital part of our mission to elevate client experiences.

As a Client Service Manager II within JPMorganChase, you will play a pivotal role in delivering exceptional customer service and operational support to ourclients. Your role will involve addressing client inquiries, processing transactions, and troubleshooting issues, all while identifying opportunities to refer services based on client needs. You will leverage your broad knowledge of banking principles and practices to make informed decisions that impact our team and departmental goals. Your developing ability in strategic planning, conflict management, and digital literacy will be key in driving our service delivery forward. This role is an opportunity to apply your skills in a dynamic environment, contribute to team objectives, and enhance client relationships.

JPMorgan Securities LLC offers security brokerage services providing investment products & services for institutional investors. JPMorgan's North American Equity Derivative Client Services is the primary point of contact for Institutional Asset Managers & Hedge Funds who execute trades with any of JPMorgan's global equity trading desks. As a Client Service Associate in Equity Derivatives, you will be part of a team that is responsible for monitoring the successful transmission of client trades from trade booking to settlement. The role requires you to interact daily interaction with Sales Traders, Clients, Service Providers and Operations Staff in order to maintain and improve client relationships and streamline processes.

Job responsibilities

• Provide comprehensive client service by addressing inquiries, processing transactions, and troubleshooting issues, utilizing your proficiency in strategic planning and digital literacy.
• Protect both the client and the institution from potential financial and reputational damage.
• Contribute to the change management process, assisting in strategic communications and stakeholder impact mitigation to ensure smooth transitions during operational changes.
• Utilize your knowledge of market products to provide informed advice to clients, maintaining an understanding of current industry practices and regulations.

• Participate in the development and implementation of process automation initiatives, applying systems architecture and automation technologies to optimize service delivery.
• Build strong relationships with our clients by delivering an industry leading client experience and share industry knowledge for the purpose of improving mutual efficiencies.
• Communicate effectively and professionally and attend meetings to share query metrics and discuss best practices.
• Monitor and manage daily control reports to identify and resolve exchange and client-side breaks and leverage analytics tools to identify and resolve outstanding risk while understand global markets and associated settlement risks.
• Monitor and resolve trade discrepancies and position break reports with corresponding internal/external parties. Perform root cause analysis to prevent future discrepancies and improve straight through processing (STP) capabilities.
• Manage fails including break resolution and trade rejects, reference data maintenance, and rationalize KPIs and other metrics via analytic tools.
• Onboard clients and learn the equity trade lifecycle along with a solid understanding of the various applications.

• 5+ years of experience or equivalent expertise in a client service role within a financial institution.
• Excellent influencing, negotiation, and communication skills, with the ability to develop and maintain collaborative relationships and
• Able to build and maintain positive client relationships.
• Experience in change management, with the ability to facilitate strategic communications and mitigate stakeholder impact.
• Proficiency in digital literacy, with a willingness to understand and implement new/emerging technologies that impact business operations.
• Strong analytical, technical, and problem-solving skills.
• Effective, adaptable, and professional communication/interpersonal skills.
• Strong attention to detail, quality, and accuracy.
• Able to thrive in a high pressure, high volume, deadline driven environment.
• Open and receptive to feedback/coaching.

• Ability to analyze a process and recommend ways to improve quality, control, and efficiency.
• Drive continuous improvement initiatives for high-quality client experiences.
• Experience in client-facing roles working across multiple business areas and/or functions to deliver results.
• Analytical, problem-solving, critical thinking, and decision-making skills, with the ability to work independently and multi-task in a fast-paced environment.
• Knowledge of securities industry and back office operations (e.g. maturities, equities, fixed income, custody services, etc.).
• Educated to a Degree Level.