Vice President Latin America Client Service Manager

Join our team and make a significant impact on our client service teams in JPMorganChase. You'll have the opportunity to grow your career while leveraging your skills in control management and data analysis. Be part of a dynamic team that values innovation and collaboration, and contribute to the firm's operational efficiency and risk mitigation strategies.

As a VP Latin America (LATAM) Client Service Manager within the Global Client Support Team, you will be directly responsible to oversee daily operations of a multi-discipline team, including transactional account activity and client service delivery. Key responsibilities include driving performance against metrics and ensure risk focus with supervisors and staff.  You will manage the team to meet financial goals and overall business objectives, partnering globally.  Ensure high quality client service and will be directly responsible for addressing escalations from both internal partners and external clients.  Engage in cross-organizational reporting and executive communications while implementing strategic initiatives for Payments clients, partnering with technical teams.  

As a Client Service Manager III within JPMorganChase, you will manage a diverse team to ensure high-quality service. You will interpret client needs, identify trends, and innovate solutions. Your expertise in anti-fraud strategies will protect clients and the bank. You will drive operational efficiency through strategic planning and process automation. Your skills in conflict management and stakeholder influence will foster strong relationships.

Job responsibilities

• Lead the client service team in addressing client inquiries, processing transactions, troubleshooting problems, and handling complaints, utilizing your advanced conflict management skills to ensure client satisfaction.
• Develop and implement strategic plans to enhance service center operations, leveraging your proficiency in strategic planning and process automation to drive operational efficiency.
• Utilize your expert knowledge in anti-fraud strategies to detect and prevent fraudulent transactions, safeguarding our clients and the bank from potential financial and reputational damage.
• Identify trends and generate innovative solutions to meet client needs, using your advanced skills in market product knowledge and digital literacy to stay ahead of industry developments and technological advancements.
• Foster strong relationships with internal stakeholders and clients, leveraging your advanced skills in influence and internal stakeholder management to drive mutually beneficial outcomes.
• Oversee investigation of client inquiries and prioritize team work.
• Maintain and report on production statistics and ensure risk procedures.
• Lead and manage multiple projects, working with senior managers globally.
• Evaluate staffing plans to achieve site and product SLA goals while identifying staff development needs and manage performance plans.
• Shape execution of client service strategies and partner on key initiatives.
• Manage operational risk and deliver annual goals within budget.

Required qualifications, capabilities, and skills

• 7+ years of experience in managing customer service teams in a financial institution, with a focus on service center operations.
• Proven expertise in implementing anti-fraud strategies to detect and prevent fraudulent transactions in a banking environment.
• Demonstrated proficiency in strategic planning and process automation, with a track record of enhancing operational efficiency in client service delivery.
• Advanced skills in conflict management, with experience in resolving complex client issues and complaints.
• Strong digital literacy with experience in leveraging new/emerging technologies to enhance business operations and client service.
• Develop plans for staffing and readiness to meet client standards and approve hiring and staffing recommendations.
• Coordinate with peers to maximize performance and efficiencies, and make strategic and tactical decisions with minimal supervision.
• Ensure adherence to budgetary guidelines and capacity planning.
• Minimize risk and take ownership of client issues.
• Handle time-sensitive transactions and problem resolutions.
• Fluent in Spanish and English languages (written, verbal, reading) communications with banking terminology emphasis.

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 using banking software, systems, and data analytics tools to drive decision-making and develop effective solutions for complex situations.
• Focused on continuous improvement, identifying opportunities for process enhancements, and implementing changes to improve client experiences.
• Ability to apply cultural intelligence to engage effectively with diverse clients and utilize data and tech literacy for innovative solutions.
• Experience in mentoring team members and leading projects to achieve client and business goals.
• Bachelor's degree or equivalent experience/training.
• Effective teamwork in multi-site environments.

Required or additional information 

• Hours 8:00 AM - 5:00 PM EST

• This role will follow US holiday schedule