Client Service Team Lead

7 days ago

Chicago, Illinois, United States JPMorgan Chase Full time

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 lead and train a team of newly on-boarded associates, providing guidance, mentorship, and structured development to ensure their successful integration and readiness for client portfolio responsibilities. You will assist in managing the team and collaborate with leadership to align talent development with business goals. Own the employee experience through structured training programs, coaching sessions, and performance feedback to accelerate readiness for portfolio management.

Job responsibilities:

  • Manage and develop a team of professional CSAM's (Client Service Account Managers) that are new to the Global Corporate Banking organization, with the primary goal of preparing them to independently manage client portfolios
  • Conduct daily, weekly, monthly staff meetings/check-ins with the team to oversee progress, ensuring they are acquiring the necessary skills, product knowledge, and client service expertise to transition into roles
  • Track client requests in real-time and improve client experience by analyzing data to identify trends, monitor metrics, case hygiene, and product quality control
  • Serve as a direct point of contact, with strong product knowledge, and as a resource to help resolve client requests to obtain full resolution
  • Foster a collaborative and supportive team environment that encourages continuous learning, professional growth, and accountability
  • Ensure processes align with specifications to meet financial and headcount targets
  • Partner with senior leadership to identify high-potential associates and create tailored development plans aligned with business objectives and client needs

Required qualifications, capabilities and skills:

  • 5 years of managerial, leadership, and training experience
  • 5 years of experience in Client Service
  • Professional presentation experience, both in-person and virtually
  • Strong oral and written communication skills
  • Extensive project management experience
  • Comprehensive understanding of Treasury Services products and market knowledge
  • Ability to influence others and drive decisions
  • Multi-tasking, time management, and organizational skills
  • Excellent problem-solving and analytical skills
  • Expert in MS Office and variety of Business Applications

Preferred qualifications, capabilities, and skills:

  • Ability to perform root cause analysis and guide product enhancements

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