Client Service Manager

6 days ago

Tampa, Florida, United States JPMorgan Chase Full time $80,000 - $120,000 per year

Join our dynamic team as a Client Service Lead, where you will play a pivotal role in managing and developing a team of Client Service Account Managers.

 As a Client Service Lead within Payments, you will manage a team dedicated to providing exceptional client-facing support. You will act as a primary contact, building partnerships to understand client needs and ensuring service excellence. Your role will involve coordinating internally to monitor relationship health and advocate for client satisfaction.

Job responsibilities:

  • Manage and develop a team of Client Service Account Managers (CSAM) through hiring, training, and coaching.
  • Navigate the organization to achieve outcomes for clients and stakeholders.
  • Conduct weekly staff meetings and quarterly check-ins with GCB/Payments Sales partners.
  • Act as a customer advocate to enhance service quality across product and operational areas.
  • Maintain direct client relationships, resolve issues, and monitor client SLAs.
  • Track client requests in real-time and improve case data quality.
  • Analyze client data to identify trends and develop long-term strategies.
  • Perform quality controls, monitor KPIs, and guide product quality control.
  • Serve as a high-level contact with strong product knowledge.
  • Ensure processes align with specifications and meet financial and headcount targets.

Required qualifications, capabilities, and skills:

  • Minimum of 5 years of managerial/leadership experience.
  • 5 years in a Service or Client Relationship focused environment.
  • Strong people, project, and risk management skills.
  • Comprehensive understanding of Treasury Services products and market knowledge.
  • Ability to influence others and drive decisions.
  • Negotiation and strategic planning skills.
  • Strong oral and written communication skills.
  • Multi-tasking, time management, and organizational skills.
  • Excellent problem-solving and analytical skills.
  • Working knowledge of MS Office and Business Applications.

Preferred qualifications, capabilities, and skills:

  • Experience in fostering a diverse and inclusive environment.
  • Ability to perform root cause analysis and guide product enhancements.

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