J.P. Morgan Asset & Wealth Management, with client assets of $2.4 trillion, is a global leader in investment and wealth management. Its clients include institutions, high-net-worth individuals and retail investors in every major market throughout the world. The division offers investment management across all major asset classes including equities, fixed income, alternatives, multi-asset and money market funds. For individual investors, the business also provides retirement products and services, brokerage and banking services including trusts and estates, loans, mortgages and deposits.
J.P. Morgan Wealth Management is a global wealth management leader that delivers the highest quality advice, service, capabilities and products to Ultra High Net Worth individuals and families around the world. We deliver highly customized and comprehensive solutions to help clients with the many complexities they face by leveraging the commercial and investment banking capabilities of the firm.
Wealth Management is involved with every facet of wealth management, including investments, wealth structuring, philanthropy, liquidity and credit management, and tax and estate planning. Our business model focuses on deep client relationships, an integrated team structure and a platform of depth and breadth.
The Client Service Group is responsible for managing and facilitating the daily unique and complex service needs of the Private Bank’s client base. Service is delivered in a team-based model with key locations in the US, Latin America, Europe, the Middle East, Africa and Asia.
The Private Banking Client Service Manager (SM) is responsible for all of the activities of his/her team of approximately 10-20 Client Service Associates (CSAs). Each Service Manager's team of CSAs is regionally aligned to a banker(s) and their clients based upon the banker's geographic location. The SM "owns" all aspects of the region's client service responsibilities and must manage this piece of the business. As a result, a SM must forge excellent working relationships with the region's entire team - bankers, advisors, region heads, product partners and controls/compliance teams. They must also interact effectively with mid-office and operations teams in order to help their CSAs deliver a seamless and integrated experience to our clients across all products. Products include deposit, banking, brokerage, custody, investment management, fiduciary, mutual funds, credit, foreign exchange and private investments.
The Service Manager's primary focus is to manage the day-to-day activities within their team, as well as address broader matters such as staff development, resource deployment, and personnel issues. SMs are also the key link between CSAs and the Client Service Management Team; consequently, SMs play a crucial role in helping set the strategic direction for the overall group. Daily responsibilities include: coaching/mentoring; monitoring telephone call quality, overdrafts, and work volumes; analyzing reports; approving workflows and large dollar cash movements; organizing projects and leading initiatives; evaluating staff performance; and acting as the CSA's initial escalation point for complex or sensitive client issues.
Due to a SM's responsibility for managing a team of FINRA licensed CSAs, they are required to have their Series 7, 63 and 24 licenses.
Responsibilities include but are not limited to the following:
- Provide CSAs with guidance and resources for delivering high quality, high touch service to Private Banking clients. Must be able to recommend solutions tailored to clients' specific needs.
- Manage team's daily work volumes and transactions accurately, within established deadlines, and in accordance with existing policies and procedures.
- Meet with bankers and product partners regularly to ensure service expectations are met.
- Research, follow-up and resolve escalated client issues and problems through effective interaction with clients, bankers, product partners, branch/operations areas, and other partners in a timely and professional manner.
- Evaluate staff performance and provide feedback via informal discussions, quarterly/semi-annual performance meetings and the annual review process. Represent staff performance during semi-annual and annual Evaluation Committee reviews.
- Participate in the continuing strategic development of the Client Service operating model, and help validate proposed ideas/plans prior to implementation.
- Lead/participate in special projects within Client Service and represent Client Service in broader initiatives within Private Banking.