If you seek to deliver high quality client services within the equity plan field, this may be the opportunity for you.
As an Executive Service Desk Team Lead in JP Morgan Workplace Solutions, you will be responsible for the servicing and satisfaction of our firm’s executive relationships within our equity plan business. Simply put, you will be the face of J.P. Morgan to our executive population. You will seek to build and maintain relationships with these individuals by providing exceptional high-touch equity plan support while working to deliver the full value of the firm. Delivering comprehensive service, value-added product education, efficient trade facilitation, and referrals to appropriate advice channels will be the hallmarks of your success.The Executive Services Team Lead must have the ability to work effectively in a complex team-oriented and fast-paced environment with advisors, product partners and operations teams to deliver a seamless and integrated experience across our equity plan and broader Private Bank products. In partnership with the Head of Executive Participant Servicing, the Team Lead will support supervisory functions to ensure appropriate oversight. The Team Lead will also support day-to-day needs of service desk team members including assisting with questions and escalations and other related tasks.
Job responsibilities
Provide exceptional service and flawless execution on all executive requests and inquiries, such as: understanding their digital experience, where to find forms, questions on equity holdings, and transacting on shares . Become an expert in the different types of equity vehicles and be able to articulate these nuances in a professional, easy-to-understand format both written and verbally. Partake in business development by identifying potential business opportunities between J.P. Morgan and executives to engage in broader wealth management products/services. You will serve as the gateway to broader financial solutions available for executives. Effectively collaborate with respective client-facing teams and internal business groups to deliver and execute client transactions. Identify opportunities to enhance employee and caller experience through process and product changes, and provide recommendations to leadership. Adhere to and maintain the firm’s controls, policies, procedures, and FINRA regulations. This will include monitoring and adhering to certain SLAs and KPIs. Support supervisory functions for risk mitigation and procedural oversight. Assist with questions and escalated issues from service desk team members.
Required qualifications, capabilities, and skills
FINRA Securities Industry Essentials, Series 7, 63, 9 and 10 licenses required. University undergraduate degree or equivalent Proven ability to operate effectively in a matrix organization with the ability to work under pressure with tight deadlines involving multiple stakeholders Excellent written and oral communications skills Proficiency with Microsoft Office Suite (Word, Excel and PowerPoint) and Microsoft OutlookDesired qualifications, capabilities, and skills
2+ years supporting service teams in a leadership capacity 4+ years experience with Client Service / Contact Center solutions 4+ years experience with CRM and help desk software 4+ years experience in the equity plan industry Exposure to a wide array of financial products
J.P. Morgan Wealth Management Solutions comprises a workforce of more than 2500 professionals spanning across 50 cities globally. Within WM Solutions, diversity is not only a fundamental necessity, but a business imperative and we are committed to building an equitable workforce that represents the communities we serve. We understand the importance of inclusion, work-life balance, and our robust benefits (including comprehensive parental leave offerings, inclusive family building programs, and discounted childcare) reflect the wide-ranging needs of our increasingly diverse workforce. WM Solutions also fosters a culture of active engagement in our Business Resource Groups (BRGs), which serve as supportive networks for employees to share, develop and create community together.