Job Summary

The Regional Lead Client Service Manager based in Amsterdam is responsible for the local client service team and clients within the region. The manager is the single point of contact, escalation and advocate for the region. 

This is an exciting opportunity to work across a broad spectrum of fast growing and dynamic portfolio of clients and drive further growth in the region. 

In partnership with clients and internal partners Client Service ensures service levels are met and our client’s future needs are understood. Our mission is to provide  world-class service experience at every client touch point and seamless end to end client experience. 

The role will focus the growing demand for data related services and delivering optimal joint operating models to our clients enabling a scalable future proofed model which allows our clients to focus on their core business priorities. 

Job Responsibilities: 

Locational Lead for The Netherlands managing a team of client service managers Represent J.P Morgan to clients and within the local industry  Accountable for client satisfaction levels within the region and associated management reporting  Responsible for a portfolio of high growth, dynamically growing clients within the Securities Services business  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 team and clients, key stakeholders, and the business for all service-related client matters Ensure queries 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 Hosting and delivering client events through thought leadership, round tables Improve efficiency and reduce risk by seeking opportunities to enhance the operating model and influencing client behaviours  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

 

Required Qualifications, Capabilities, and Skills

Client Management & Presentation - Experience in dealing with complex 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 and resolution meetings People Management experience – ability to deliver a local strategy, support the team of client service managers and be their point of escalation Communication – Strong communication and diplomacy skills with an ability to influence and manage effectively across a large virtual team at all levels Seniority – ability to curate c-suite relationships with our clients based on trust and longevity.  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 – ability to drill into detail and succinctly summarise for senior stakeholders Good understanding of regulation impacting the Dutch and European market  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

Preferred qualifications, capabilities and skills

Dutch and English language skills to an advanced/business level Experience gained in an operational environment particularly focused on Securities Services would be beneficial Knowledge of CIB (Corporate Investment Bank) products including data products and an enthusiasm to develop their knowledge across the Securities Services Industry  Previous people management and/or experience in developing and delivering a local strategy