Commercial Bank - Client Service Sr. Manager - VP in Chicago, IL

$200K - $250K(Ladders Estimates)

J.P. Morgan Chase & Co   •  

Chicago, IL 60601

Industry: Finance & Insurance


5 - 7 years

Posted 43 days ago

The Client Service team is constantly innovating to raise the bar on our client experience. We play a critical role in listening to customers and escalating pain points to enable our business to improve, deliver, and build a world-class relationship with our clients.

As a Client Service Manager for Corporate Client Banking, you will be responsible for overall day-to-day management of Client Service associates. Management responsibilities include: Strategic Leadership & Change Management, Performance Management & Employee Development, Training, Staff Readiness, Team building and executing the strategy of the firm.

What You'll Do

Here's a look at your new career:

  • Integrate, learn, and start building your career with us on Day 1
  • Manage a team of client service associates for an assigned book of regional or industry specific clients.
  • Lead regular team meetings which foster engagement, growth and collaboration within assigned team.
  • Proactively manage teams' work volumes and action items accurately within established deadlines and in accordance with existing policies and procedures
  • Evaluate staff performance and provide continuous feedback via informal and formal discussions.
  • Coach and develop employees in order for them to achieve both business and personal development goals
  • Lead the function with thorough understanding of data and details supporting the department scorecard
  • Lead transformation of client solution activities from transactional service to proactive service through the adoption of automation and other digital capabilities.
  • Manage client initiatives and remediation
  • Evaluate and provide applicable approvals for exception processes.
  • Must be very familiar with the market's business resiliency contingency plans both for intra-day situations (e.g. system malfunctions, power outages etc.), and in case of an emergency (e.g. weather related situations work events, crisis)
  • Advise and influence senior leaders and business executives on key business decisions and major change initiatives
  • Actively engage, research, follow-up and resolve escalated client issues and problems through effective interaction with clients, bankers, product partners, branch/operations areas and other staff in a timely and professional manner
  • Serve as role model to foster a culture of trust, transparency and engagement with all members of direct team and broader across CB.
  • Be the voice of Service in Banker/Sales and Product Partner meetings. Encourage staff participation and active engagement.
  • Influence and drive the execution of the JP Morgan Brand and Culture of Exceptional Quality in Service for a consistent positive Client Experience with every client interaction

What we're looking for

Here's a look at a successful Client Service Manager:

  • Strong leadership and management abilities; must be able to think strategically
  • Ability to build and lead effective, diverse teams
  • Ability to work under pressure, handling multiple tasks/projects and prioritizing to meet deadlines.
  • Strong time management skills and ability to handle competing priorities
  • Ability to adapt to a rapidly changing business and technology environment; must be a change leader
  • Keen understanding of the financial and banking industries and a working knowledge of the key areas of the bank
  • Refined professional presentation skills and face to face client servicing background
  • Excellent judgment and decision making skills and know when to escalate proactively
  • Strong interpersonal and influencing skills, with the ability to establish credibility and strong partnership with senior business and control partners

What lands an interview:

Here's a look at qualified candidates:

  • 5+ years of management experience
  • Strong knowledge of Treasury & Cash Management Products
  • Excellent verbal and written communications skills, in particular, being able to effectively communicate clearly and concisely
  • Ability to analyze KPI result reports and team performance data to develop strategic plans in achieving results
  • Proficient in MS Office (Excel, PowerPoint, Word)

Valid Through: 2019-10-4