J.P. Morgan Securities Services provides comprehensive solutions spanning the full investment cycle to help institutional investors succeed now and in the future. Our world-class suite of services includes custody, fund accounting and administration, middle office services, foreign exchange, liquidity management, securities financing, collateral management, data solutions and regulatory insights.

With a broad array of integrated investor solutions that span investment strategies, fund structures, traditional and alternative asset classes, and geographies, we deliver the expertise, scale and capabilities to help our clients protect and grow their assets, optimize efficiency and maximize opportunities in dynamic, global markets.

Job Summary

As a Client Service Manager within J.P. Morgan Securities Services, you will act as a single point of contact, escalation, and advocate for all of our client’s servicing requirements. You will work in partnership with internal partners and clients, ensuring agreed service levels are met and future needs understood. Your role will focus on clients who take multiple products including Fund Services, Custody and Collateral. You will be responsible for managing client expectations, resolving complex issues, and improving the client experience to support potential business growth.

Job Responsibilities

Manage a client/s covering products across the Securities Services product offering. Responsibility for ensuring exceptional levels of service to the clients and managing their expectations in coordination with business partners  Act as key contact and escalation point for the client, key stakeholders, and the business for all service-related client matters. Ensure complex client issues are resolved with minimum impact to the client and the business, and in a timely and effective manner. This will often involve working cross functionally across a number of departments such as Sales, Operations, Onboarding, Product, Product Development and Technology teams and obtaining “buy in” from the business to meet the clients’ needs and achieve a manageable solution Set-up and management of a governance process covering all products that incorporates appropriate measurement and monitoring of service levels, utilising KPI and RAG ratings Improve efficiency and reduce risk by seeking opportunities to enhance the operating model and influencing client behaviours  Ensure accurate and timely fee billing for all products When the need arises, define and manage a remediation project to address any areas where service is no longer meeting client expectations Act as the client advocate across the business to ensure their requirements and expectations are understood and factored into decision making Communicate directly as appropriate and broker successful outcomes to difficult and complex issues.  Communicate in a clear, concise and efficient manner.

Required Qualifications, Capabilities, and Skills

Client Management & Presentation - Experience in dealing with complex/demanding client organizations and an ability to develop strong client relationships.  Must be confident, articulate and be able to combine diplomacy and assertiveness in leading client meetings such as service reviews or ad-hoc issue/resolution meetings. Communication – Strong communication and diplomacy skills with an ability to influence and manage effectively across a large virtual team at all levels Problem solving – Ability to resolve problems in complicated, unique and dynamic situations where the analysis of situations or data requires an in-depth evaluation of procedures and associated regulations, with input from multiple stakeholders Planning and organising – Ability to work independently and multi-task under pressure. Attention to detail – Diligently attends to details and pursues quality in accomplishing tasks Leadership – Takes personal ownership of issues, brokering optimum outcomes and holding business partners accountable for delivering to the high levels of service demanded by clients. Proactive – Ability to identify sub-optimal processes such as those that are manual and high risk and working with clients and business partners to developing solutions Knowledge – Strong understanding of products and the ability to understand the  client organisation including their strategy and objectives  Ability to demonstrate inclusion of risk and control parameters in daily activities Self-reliant and results orientated able to prioritize key tasks effectively

Preferred qualifications, capabilities and skills

Experience gained in an operational or product environment would be beneficial Knowledge of CIB products, and an enthusiasm to develop knowledge across the Securities Services Industry