JPMorgan Chase CIB-Treasury Services-Client Service Account Manager, Associate in Tampa, Florida
J.P. Morgan’s Corporate & Investment Bank 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. The Corporate & Investment Bank provides strategic advice, raises capital, manages risk and extends liquidity in markets around the world.
Accountable for a portfolio of key BBD and or large corporate client’s acting as their Service contact and escalation point. By engaging and building strong partnerships with all contacts (within the Clients Organization) the Strategic CSAM will look to develop a thorough understanding of their client’s industry, strategy, business model and operating environment.
The Strategic CSAM will act as the client advocate and drive internal coordination by partnering with Compliance, Risk, Sales, Product, Operations and Technology to deliver service excellence. The Strategic CSAM will also support ongoing overall relationship health monitoring to forecast client “temperature” and facilitate regular discussion with Sales.
Act as the clients’ keyservice contact and escalation point supporting their TS business and own theservice relationship and client experience
Coordinate a uniform approach with theclient, ensuring a consistency of interaction with key client contacts atall levels and establish a rapport that allows for joint strategic andtactical planning
Act as the clients advocate and act withintegrity and respect at all times
Responsible for building and maintaining anetwork of partners throughout J.P. Morgan in order to promote clientservice excellence and support the clients' business strategy. This iscritical to allow the Client Service Account Manager to take the lead insupporting their colleagues to provide the appropriate solution for theclient base and act as a primary escalation point for colleagues andclients.
Drive culture focused onquality, efficiency and continuous improvement
Proactively identifyopportunities to work with the client to improve quality and efficiencypositioning the benefits of these initiatives to maximize engagement
Coordinate internally toeliminate or minimize client impacts partnering with Sales, Product, Operationsand Technology to maintain focus and drive positive outcomes
Deepen product knowledge to build further understanding ofthe technology and operational activity that substantiates productdelivery and proactively; identify potential impacts to clients when thisservice is interrupted
Manage change readiness potential impactsand communications including evaluating the effect of JPM enhancements toproducts, services and technology as they relate to the client’s business.Positively position the benefit of these changes on their business, andwork closely with the client and relevant internal parties to ensureclient readiness where required.
Support junior CSAM colleagues providingholistic advice and insight, share best practice and coach to stretchservice performance standards
Strategic management and oversight ofdesignated client relationships, across all impacted TS products in orderto maintain service quality, reference ability, share clientservice/relationship information and manage any virtual teams.
Strategic overview of service planningactivity and actively participate in the management of client visitsensuring regular service reviews.
Provide effective service plans inconjunction with key quality service level indicators. The CSAM will needto ensure all action points are updated and met within the target date.
Act as knowledge base for clients' currentand future product, operational requirementsand work with relevant contacts in Product Management to resolveanticipated gaps on a proactive basis.
Develop and review monthly management reporting onclient satisfaction levels and all defined client projects from theservice delivery teams.
Look to transform client service to optimal 'service'center through 100% capacity plan completion to highlight in-efficiencyand use action plans to eradicate. The CSAM should identify strategicsolutions to support client efficiencies and eradicate manual processes
Strategic overview of client related projects andmanage client change requests e.g. new product integration, market entries,client specific process changes.
Lead the promotion to engage clients in theparticipation of Client Surveys, analysis of results with follow upcreation and implementation of actions plans.
Co-ordination of all client project on boardingactivity and restructures including all incremental account and marketopenings. (optional)
Ownership of account Maintenance profiles:
Documentation e.g. tax docs, mandates.
Ownership of technology set ups e.g. JPMorgan Access/Swift.
- Take Ownership for problems andescalate to ensure timely resolution whilst leading internally through toresolution.
Manage expectations both externallyand internally.
Coordinate, control and influenceactivities within Product to realize desired outcome for client.
Develop a thorough understanding ofthe clients business, industry and strategy and lead the service agenda tofurther enhance the client experience for these and clients with a similarprofile.
Partner with TS Sales and GlobalCorporate Bank to achieve the anticipated revenue growth plan. Strongcommunication and partnership
Coordinateand provide management oversight for all client investigations and issues toensure a coordinated view across all service issues
Devise mechanisms to develop strong client awarenessthroughout JPM to ensure internal parties appreciate client sensitivityand key influences which may drive client expectation
Regularly engage with Sales and the Global CorporateBank as the voice of Service
Be aware of other regional Service and Implementationsactivity and partner as appropriate
Formulate and deliver communications to both internaland external parties, observing approval protocol where required e.g.relationship, marketing, compliance etc.
Fluent in Spanish (speaking & writing)
Ability to assess “big picture” in complex situations,identifying what is critical
Demonstrate Leadership and Ownership skills and becomfortable interacting at all levels internally and externally
Sound awareness of risk issues and knowledge ofdomestic/international Cash Management Business
Knowledgeable of global risk and compliance policies aswell as regional regulations that impact the global relationship.
Good presentation skills
Drive for innovation
Excellent interpersonal skills coupled with an abilityto use sound judgement to prioritize and act with sense of urgency whenrequired.
The ability to lead complex issues and engage andinfluence at all levels
In-depth knowledge of Treasury Services global suite ofproducts
Strong, proven client management skills
Creative problem-solving skills
Ability to adapt to changing priorities
Keen willingness to travel, sometimes at short notice
Strong influencing and negotiating skills
Excellent communication skills (both written andverbal)
Ability to work under pressure prioritizesappropriately, meet tight deadlines and juggles multiple demands simultaneously.
JPMorgan Chase is an equal opportunity and affirmative action employer Disability/Veteran.