- J.P Morgan
- Competitive
- London < England < United Kingdom
- Permanent, Full time
- 23 Nov 13
See job description for details
Client Service - Clearance and Collateral Management - VP – London
About J.P. Morgan Corporate & Investment Bank
J.P. Morgan's Corporate & Investment Bank (CIB) is a global leader across banking, markets and investor services. The world's most important corporations, governments and institutions entrust us with their business in more than 100 countries. With $18 trillion of assets under custody and $393 billion in deposits, the Corporate & Investment Bank provides strategic advice, raises capital, manages risk and extends liquidity in markets around the world.
Role Description
JPMorgan knows that service quality is an attribute that matters most to companies. That’s why our firm’s tactical and strategic focus includes fostering a service culture and presenting a single face to the client with branded touch points.
The Client Service Group is the 'window into JPMorgan' for our client base, therefore effectively giving the client a single point of contact for all of their servicing requirements. The team work in partnership with the clients to ensure agreed service levels are met and future needs understood. The team also partner with the Relationship Management teams in order to understand the client's business culture and strategy.
Key responsibilities:
An exciting opportunity has presented itself within the WSS Client Service team to own the overall relationship and service management to a group of Clearance and Collateral Management clients. This entails creating and maintaining strong client relationships and collaborating with both relationship management to drive service quality consistency and enhancements.
The role requires that the Client Service Account Manager obtain advanced business and client knowledge, acting as a reference point for all client related issues and enquiries.
In addition, the role is also responsible for building and maintaining a network of partners throughout J.P. Morgan in order to promote client service excellence and support the clients' business strategy. This is critical to allow the Client Service Account Manager to take the lead in supporting their colleagues to provide the appropriate solution for the client base and act as a primary escalation point for colleagues and clients.
Qualifications:
Required Skills
Required experience:
Desired Skills
JPMorgan offers an exceptional benefits program and a highly competitive compensation package.
JPMorgan is an Equal Opportunity Employer.
Client Service - Clearance and Collateral Management - VP – London
About J.P. Morgan Corporate & Investment Bank
J.P. Morgan's Corporate & Investment Bank (CIB) is a global leader across banking, markets and investor services. The world's most important corporations, governments and institutions entrust us with their business in more than 100 countries. With $18 trillion of assets under custody and $393 billion in deposits, the Corporate & Investment Bank provides strategic advice, raises capital, manages risk and extends liquidity in markets around the world.
Role Description
JPMorgan knows that service quality is an attribute that matters most to companies. That’s why our firm’s tactical and strategic focus includes fostering a service culture and presenting a single face to the client with branded touch points.
The Client Service Group is the 'window into JPMorgan' for our client base, therefore effectively giving the client a single point of contact for all of their servicing requirements. The team work in partnership with the clients to ensure agreed service levels are met and future needs understood. The team also partner with the Relationship Management teams in order to understand the client's business culture and strategy.
Key responsibilities:
An exciting opportunity has presented itself within the WSS Client Service team to own the overall relationship and service management to a group of Clearance and Collateral Management clients. This entails creating and maintaining strong client relationships and collaborating with both relationship management to drive service quality consistency and enhancements.
The role requires that the Client Service Account Manager obtain advanced business and client knowledge, acting as a reference point for all client related issues and enquiries.
In addition, the role is also responsible for building and maintaining a network of partners throughout J.P. Morgan in order to promote client service excellence and support the clients' business strategy. This is critical to allow the Client Service Account Manager to take the lead in supporting their colleagues to provide the appropriate solution for the client base and act as a primary escalation point for colleagues and clients.
- Strategic management and oversight of designated client relationships, across all impacted WSS products in order to maintain service quality, referenceability, share client service/relationship information and manage any virtual teams.
- Ultimate escalation point for all service related issues and key driver in ensuring that resolution items are completed by the agreed date
- Ensure all enquiries, issues and requests are documented and analysed. The results of these should be reviewed weekly, with the aim complete 95% of enquiries within 24 hours, highlight inefficiencies and drive improvements to the service provided
- Strategic overview of service planning activity and actively participate in the management of client visits ensuring regular service reviews.
- Provide effective service plans in conjunction with key quality service level indicators. The CSAM will need to ensure all action points are updated and met within the target date.
- Act as knowledge base for clients' current and future product, operational requirements and work with relevant contacts in Product Management to resolve anticipated gaps on a proactive basis
- Develop and review monthly management reporting on client satisfaction levels and all defined client projects from the service delivery teams.
- Look to transform client service to optimal 'service' centre through 100% capacity plan completion to highlight in-efficiency and use action plans to eradicate . The CSAM should identify strategic solutions to support client efficiencies and eradicate manual processes
- Strategic overview of client related projects and manage client change requests e.g.. new product integration, market entries, client specific process changes
- Lead the promotion to engage clients in the participation of Client Surveys, analysis of results with follow up creation and implementation of actions plans.
- Co-ordination of all client project Onboarding activity and restructures including all incremental account and market openings.
- Ownership of account profiles:
- Including instigation or review of standing instructions cross product
- Documentation e.g. tax docs, market docs, NOBOs, mandates
- Ownership of technology set ups e.g. VPR deployment, Swift/TI
- Manage process of NII / EF&L client communication and negotiation including liaison Relationship Management
- Provide support to RM & Sales teams on Sales / RFP process e.g. client service RFP responses ; attendance at Due Diligence
- Drive own self development and attend over 5 days of training courses
Qualifications:
Required Skills
- Change Management
- Client Management skills
- Comminusation skills
- Influencing and Networking skills
- Leadership
- Ownership and Iniative
- People Management skills
- Problem solving and analytical skills
- Result focus
- Strategic Planning
- Teamwork
Required experience:
- Financial services experience
- Working knowledge of the Collateral Management business, it's operations and products
- Strong and proven client management experience
- Ability to effectively communicate strategic direction
- Ability to work to multiple deadlines and prioritise appropriately
- Proven project management skills
- Excellent at making verbal and written representations.
- Proficient in using MS PowerPoint, Excel, Word and Project
Desired Skills
- Knowledge and experience of the following would be an advantage:
- Financial services industry recognised qualifications
- Languages such as French, Russian, Spanish and German would be desired
JPMorgan offers an exceptional benefits program and a highly competitive compensation package.
JPMorgan is an Equal Opportunity Employer.
Competitive
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