LATAM Client Service Manager

Job Description
As a Client Service Manager, you will be directly responsible for the day to day operations, client service delivery and management as well as oversight of key controls. Key responsibilities include understanding the products which the client utilizes and how to service inquiries that may arise, identifying opportunities that will improve servicing clients, driving performance against performance metrics as well as driving the appropriate risk focus with the front-line staff. You will manage the team to meet financial goals as well as overall business objectives while partnering globally with the regions where the business operations are located. You will ensure high quality client service and will be directly responsible for addressing escalations from both internal partners and external clients. The role requires extensive cross-organizational reporting, executive communications and interactions with business partners at all levels.
Job Responsibilities:

1. Develop a high-performing team. Identify staff development needs while providing timely feedback. Review the development and performance management plans for all team members.
2. Directs the daily activities related to staffing and specialist preparedness. Accountable for implementation of strategic initiatives relative to product strategy as well as staffing and specialist support. Work in partnership with technical counterparts to ensure that appropriate tools and strategies are effectively implemented within the operation.
3. Directly responsible for the team performance, ensuring staff is appropriately trained and supported. Ensure that the team has the tools necessary to maximize the timely and complete resolution of client interactions while meeting client satisfaction standards.
4. Directly shapes client service strategies and execution including the communication and administration of strategic initiatives. Works on cross-regional and cross-functional teams and initiatives.
5. Manage the daily processes regarding the investigation of customer inquiries. This would include overseeing the prioritizing and distribution of work performed by the team.
6. Maintain, update, analyze and report on production statistics. Review trends and provide recommendations to improve client satisfaction, efficiency, and control.
7. Works directly with senior managers globally to identify technology, resource and/or process needs.

Required qualifications, capabilities, and skills:

1. Must be fully fluent in Portuguese and English language, verbal and writing.
2. Minimum 4 years of relevant industry and/or functional experience with client-facing skills.
3. Good understanding of core and intermediate Treasury Services product sets, systems and channels.
4. Ability to effectively partner with internal colleagues and external clients.
5. Strong Data Analytic skills.
6. Strong time management skills in a fast paced environment; demonstrating ability to balance competing priorities and deliver on commitments.
7. Prior proven management experience preferred

About Us
J.P. Morgan is a global leader in financial services, providing strategic advice and products to the world's most prominent corporations, governments, wealthy individuals and institutional investors. Our first-class business in a first-class way approach to serving clients drives everything we do. We strive to build trusted, long-term partnerships to help our clients achieve their business objectives.
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.
About the Team
J.P. Morgan's Commercial & Investment Bank is a global leader across banking, markets, securities services and payments. Corporations, governments and institutions throughout the world entrust us with their business in more than 100 countries. The Commercial & Investment Bank provides strategic advice, raises capital, manages risk and extends liquidity in markets around the world.