Join our EMEA Client Service Team to lead daily operations and ensure effective client service delivery. Bring your expertise to manage key controls, enhance client satisfaction, and collaborate globally to achieve business goals. Unlock your potential for career growth and make a significant impact on our client service strategies.

As a Client Service Manager within the EMEA Client Service Team, you will oversee daily operations, ensure effective client service delivery, and manage key controls. Your main duties include understanding the products clients use and addressing any inquiries, identifying ways to enhance client service, promoting performance based on metrics, and ensuring a strong focus on risk management with front-line staff. You will guide the team to achieve financial targets and overall business goals while collaborating globally with regions where business operations are based. You will ensure exceptional client service and handle critical escalations from both internal partners and external clients. This role involves extensive cross-organizational reporting, executive communication, and interaction with business partners at all levels.

Job Responsibilities:

Direct daily activities related to staffing and specialist preparedness, ensuring alignment with strategic initiatives and product strategies. Collaborate with technical teams to implement effective tools and strategies. Anticipate evolving client needs and develop innovative strategies to meet those needs, ensuring high-quality service delivery. Lead and develop a high-performing team, providing training, support, and feedback to maximize client interaction resolution and satisfaction. Evaluate and execute staffing plans to achieve site and product SLA goals, while managing operational risks related to payment and client data protection. Work on cross-regional and cross-functional teams to shape client service strategies and execute strategic initiatives seamlessly. Lead and manage multiple projects, coordinating resources and collaborating with senior managers globally. Maintain, update, analyze, and report on production statistics, reviewing trends and providing recommendations to enhance client satisfaction. Ensure exceptional client service and handle critical escalations from both internal partners and external clients. Guide the team to achieve financial targets and overall business goals while collaborating globally. Manage extensive cross-organizational reporting, executive communication, and interaction with business partners at all levels.

Required Qualifications, Capabilities, and Skills:

In-depth knowledge of J.P. Morgan’s Payment core cash product offering and client portals. At least three years of management experience with a track record of successfully leading teams to achieve business objectives. Excellent oral and written communication skills, with the ability to present information clearly and concisely. Demonstrated ability to develop employees and support them in achieving their professional goals. Strong ability to build relationships and influence others to achieve desired outcomes. A strong sense of urgency in addressing escalating issues and adapting to rapidly changing priorities. Strong time management, multi-tasking, and organizational skills. Proficient with Microsoft Office applications.

Preferred Qualifications, Capabilities, and Skills:

Experience in cross-regional collaboration and project leadership. Familiarity with risk management practices in client service delivery.