Client Service Manager

Job Description
Are you passionate about delivering exceptional client experiences and driving innovation in service delivery? Join the JPMorgan Private Client team as a Client Service Manager, where you'll have the opportunity to define and implement the service model for our Affluent client segment. Collaborate with industry experts and leaders across business lines to shape the future of our service model and manage client escalations.
As a Private Client Service Manager within the Affluent Client Segment, you will be responsible for developing a service model that aligns with our business objectives and meets the specific needs of our clients. Your role will involve prioritizing initiatives that effectively implement this model and directing resources towards projects with the highest impact. You will work closely with technology and business teams across the firm, fostering strong interdepartmental relationships to achieve our goals. In addition, you will handle client escalations to improve satisfaction levels, while leading a team of three to promote a collaborative and high-performance work environment.
Job Responsibilities

• Define Service Model Strategy and Definition: Define and implement the service model for the Affluent client segment, ensuring alignment with business objectives and client needs.
• Prioritize Initiatives: Prioritize initiatives to deliver the service model effectively, ensuring resources are allocated to high-impact projects.
• Collaborate for better teamwork: Partner with technology and business partners across the firm to deliver on priorities, fostering strong interdepartmental relationships.
• Manage Client Escalations: Manage day-to-day client escalations, ensuring timely and effective resolution to enhance client satisfaction.
• Build Subject Matter Expertise: Build expertise on control and operational procedures, acting as an escalation point for JPMorgan Private Client leaders.
• Lead the Team: Manage and mentor a team of 3 members, fostering a collaborative and high-performance work environment.
• Utilize Data for Decision Making: Utilize data and metrics to drive decision-making and improve service delivery processes.
• Promote Continuous Improvement: Drive continuous improvement initiatives to enhance the client experience and operational efficiency.

Required qualifications, capabilities, and skills

• Education: Bachelor's degree required.
• Experience: 5+ years of experience in service delivery, client management, or related roles, within the financial services industry.
• Project Management: Proven ability to manage projects and initiatives, with strong organizational and planning skills.
• Communication Skills: Excellent written and verbal communication skills, with the ability to engage with senior management and stakeholders.
• Analytical Skills: Strong analytical mindset with the ability to generate insights from data and metrics.
• Leadership: Demonstrated leadership skills with the ability to manage and develop a team.
• Problem-Solving: Strong problem-solving skills with the ability to navigate complex situations and drive solutions.
• Adaptability: Ability to thrive in a fast-paced, dynamic environment with a high degree of comfort with ambiguity.

Preferred qualifications, capabilities, and skills

• Education: Advanced degrees or certifications are a plus.
• Client-Centric Approach: Passionate about delivering exceptional client experiences and advocating for client needs.
• Innovation: Loves testing, learning, and taking calculated risks to drive innovation in service delivery.
• Influence: Ability to effectively influence without direct authority, building strong partnerships across the organization.
• Cultural Fit: A culture carrier with grit, tenacity, and a balanced focus on 'the what' and 'the how.'

About Us
Chase is a leading financial services firm, helping nearly half of America's households and small businesses achieve their financial goals through a broad range of financial products. Our mission is to create engaged, lifelong relationships and put our customers at the heart of everything we do. We also help small businesses, nonprofits and cities grow, delivering solutions to solve all their financial needs.
We offer a competitive total rewards package including base salary determined based on the role, experience, skill set and location. Those in eligible roles may receive commission-based pay and/or discretionary incentive compensation, paid in the form of cash and/or forfeitable equity, awarded in recognition of individual achievements and contributions. We also offer a range of benefits and programs to meet employee needs, based on eligibility. These benefits include comprehensive health care coverage, on-site health and wellness centers, a retirement savings plan, backup childcare, tuition reimbursement, mental health support, financial coaching and more. Additional details about total compensation and benefits will be provided during the hiring process.
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. We also make reasonable accommodations for applicants' and employees' religious practices and beliefs, as well as mental health or physical disability needs. Visit our FAQs for more information about requesting an accommodation.
Equal Opportunity Employer/Disability/Veterans
About the Team
Our Consumer & Community Banking division serves our Chase customers through a range of financial services, including personal banking, credit cards, mortgages, auto financing, investment advice, small business loans and payment processing. We're proud to lead the U.S. in credit card sales and deposit growth and have the most-used digital solutions - all while ranking first in customer satisfaction.