AWM - Wealth Management - Client Service Manager - Associate

As an Associate, you are responsible for providing exceptional leadership and effective supervision and oversight of a team of Client Service Specialist (CSS). You are accountable for end to end ownership of the client and employee experience, including service levels, satisfaction, and overall performance of the team. To be successful, you will need to build and maintain a winning team. Day to day, you will deliver tactical and strategic solutions in a highly controlled and regulated environment in order to meet objectives in a fast changing and dynamic environment.

Operating hours: While actual hours will depend on the ASIA/EMEA teams that the role will be supporting, the hours will fall within the Monday-Friday 8am-8pm IST hours of the IPB teams.

Job Responsibilities:
Communicate guidance and direct CSS to resources for delivering high quality, high touch service to IPB Asia/EMEA client service teams, managers and clients. Understand and comply with regulations, policies and procedures related to these products and services, and reinforce with their team the possible financial liabilities of the transactions associated with these products and services if they are not executed properly
Manage team's daily work volumes and transactions accurately, within established deadlines, and in accordance with existing policies and procedures
Meet with internal partners regularly to ensure service expectations are met. Research, follow-up and resolve escalated client issues and problems through effective interaction with key partners. Collaborate with respective client facing teams and internal business groups to deliver and execute client transactions
Responsible for coordinating review of key daily, weekly and monthly metrics for CSS teams; collating the data and presenting to key partners and IPB Asia/EMEA CS Managers. Provide oversight surrounding HR matters, talent development, and disciplinary action. Evaluate CSS Team performance and provide feedback via informal discussions, quarterly/semi-annual performance meetings and annual review process
Assist in the continuing strategic development of the support operating model, and help validate proposed ideas/plans prior to implementation. Steer the successful implementation, adherence, and maintenance of the firm's control's policies and procedures as well as protecting client assets against potential fraud activities
Provide exceptional client service and flawless execution on client requests, inquiries and transactions such as money movement, security transfers, and loan transactions including escalated research requests. The Role is expected to support BAU at least 50% daily.
Required Qualifications, Skills and Capabilities

Excellent judgment and decision making skills; solutions oriented. Strong leadership and management abilities
Solid communication, time management and interpersonal skills; must be able to diffuse conflict diplomatically. Proven experience in a leadership capacity, ability to motivate and an individual and team level, experience other managers preferred
Keen understanding of the financial and banking industries. Experience with a wide array of financial products
Ability to adapt to a rapidly changing business and technology environment; must be a change leader. Experience in a call center environment and online/mobile brokerage platform preferred
Ability to balance producing strong results with proper risk management. Extremely organized and detail oriented, expert knowledge of Windows, Microsoft Office software, Microsoft Outlook email, scheduling and task manager
Bachelor's or Master's degree preferred
JPMorgan Chase & Co., one of the oldest financial institutions, offers innovative financial solutions to millions of consumers, small businesses and many of the world's most prominent corporate, institutional and government clients under the J.P. Morgan and Chase brands. Our history spans over 200 years and today we are a leader in investment banking, consumer and small business banking, commercial banking, financial transaction processing and asset management.

We recognize that our people are our strength and the diverse talents they bring to our global workforce are directly linked to our success. We are an equal opportunity employer and place a high value on diversity and inclusion at our company. We do not discriminate on the basis of any protected attribute, including race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, marital or veteran status, pregnancy or disability, or any other basis protected under applicable law. In accordance with applicable law, we make reasonable accommodations for applicants' and employees' religious practices and beliefs, as well as any mental health or physical disability needs.

Hiring Insights