- AUTO-TRANSLATED TO RUSSIAN: Yes
Company/Name: JPMorgan Chase Bank, N.A.
Job Type: Permanent.
Specialism: Customer Service.
The J.P. Morgan Payments Solution Centre EMEA Regional Manager (VP) is responsible for the regional leadership of a client service team supporting corporate and financial institution clients across the globe in a follow the sun model. This leader will be part of the J.P. Morgan Payments Client Service & Implementation organization.
Key Objectives for this role include:
Deliver an outstanding client experience and improving service efficiency across J.P. Morgan Payments products as well as cross lines of business (LOBs).
Continuously improve customer satisfaction, key performance indicators and key risk indicators that will meet the needs of clients, stakeholders, and partners seamlessly across LOBs and all J.P. Morgan Payments products.
Further evolve the client and specialist experience across the various product supported by the Payments Solution Centre.
Ensure global consistency while meeting local market expectations around differentiated service by influencing partners around common goals.
Understand key priorities and objectives of EMEA sales team aligning appropriately to partner in delivery.
The ideal candidate for this role is client and employee obsessed, results focused with a track record of impactful outcomes, and highly experienced at leading teams. This individual should have a management style that fosters teamwork, a proven ability to work across lines of business and to navigate a matrixed environment. The role provides the opportunity to approach the work with an agile mindset and entrepreneurial spirit. This opportunity is suited to an experienced VP looking to drive their career forward.
As a Client Service Manager (VP) your role and responsibilities include:
Manage a team of (20-30) FTE including Client Service Managers, Solution Centre Specialists and Technical Solutions Group Specialists with the expectation to coach, provide feedback and career development advice
Act as a customer advocate and liaison to improve the overall quality of service provided to customers by all product and functional areas
Direct relationships with clients and vendors, resolves issues, directs production, and establishes and monitors client service levels
Direct root cause analysis and guide product quality control by coordinating resolution and escalation of customer issues, application bug reports and enhancement requests
Serves as high-level point of contact and demonstrates strong product knowledge while assisting in the development of product enhancements through active participation in line of business
Analyze monthly reporting and attend services reviews for opportunities
Provide high-level guidance of Client Service and Technical Solutions Group staff and ensure that Client Satisfaction and service levels are met or exceeded
Works closely with Operations, Service and Product areas on behalf of client to deliver proactive solutions through targeted client outreach and programs as well as providing new product enhancement ideas and market (End user) intelligence
Leverage existing MIS to track customer volume and revenue activity, escalating any drop off to sales for action, while recognizing new and extended product opportunities
Provide strategic direction for team and provide feedback on product software performance and operational efficiency in the customer service environment
Heavy interaction with partners in other lines of business, Product, Technology, and Operations teams
Issue triage and client management outside of normal business hours and business days will occur
Some regional and international travel may be required as environment allows
Proven managerial/leadership experience in a Service or Client Relationship focused environment (Contact Centre preferred)
Demonstrate an understanding of the fundamentals related to call centre service, efficiency and controls including but not limited to productivity, quality, timeliness, unit cost and client satisfaction
Ability to work in a fast-paced environment interacting with internal servicing teams and sales as well as external large corporate, middle market and commercial banking clients
Ability to communicate with clients and business partners at all levels throughout the organization
Demonstrated communication and diplomacy skills to work cross-organizationally influencing others, driving results/changing and implement projects/processes
Understanding of volume mitigation through self-serve, digital solutions and digital adoption programs
Ability to understand leading indicators to assist in identifying overall performance real time and trending
History of enhancing the client experience and improving efficiency
Ability to develop leaders, create bench strength and provide career mobility
Passion for the client and providing world class service
European language skills (Russian/Spanish/French/German/Italian) preferred but not required
Proven commitment, focus and positive impacts on diversity, equity and inclusion
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. 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.
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