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CIB - Investor Services - Client Service - Executive Director

Req #: 180016428
Location: Sydney, NSW, AU
Job Category: Product Management
Job Description:

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 Executive Director, Client Service is responsible for overall client satisfaction. You will take ownership of client initiatives and service delivery and assess, manage and coordinate with relevant internal teams to ensure that service delivery standards are continuously in alignment with the service level agreement between J.P. Morgan and the client.


Key Accountabilities/Major Responsibilities:

  • Monitoring, reporting and advocating continuous improvement of the service delivery relationship between J.P. Morgan and the client
  • Driving the client change agenda and monitoring and measuring client and product performance
  • Foster close relationship with clients in order to understand their requirements and expectations and to take accountability for the resolution of issues
  • Collaborate with other functional areas both locally and globally, to ensure the provision of a timely and efficient level of service
  • Demonstrating a detailed knowledge and understanding of J.P. Morgan and the client’s business requirements as set out in the Service Level Agreements and through regular client contact
  • Establish schedule of service reviews with service delivery partners and conduct/run service reviews
  • Following established change management processes to ensure items are completed in accordance with client expectations
  • Heightening awareness of service issues across Investor Services and actively managing issues to provide a single face of the service delivery business
  • Active management of internal virtual service team involved in service delivery activities for the client
  • Leading the client's service delivery initiatives internally, including incremental and new portfolios and services within the existing Service Level Agreement
  • Actively create and maintain a culture focused on minimizing risk in a proactive manner 

Qualifications / Experience: 

  • Previous experience in a similar client service role forming, building and leveraging internal and external client relationships
  • Demonstrated knowledge of investment administration products including Portfolio Accounting, Unit Pricing, Financial Accounting and Collateral Management
  • Exposure to plan sponsor, fund distributor, or investment manager client base
  • Proven influencing, negotiation and presentation skills
  • Ability to work under pressure, prioritize appropriately, meet deadlines and juggle simultaneous demands
  • A collaborative approach and ability to mobilize internal networks and resources

JPMorgan is an equal opportunity employer and is committed to providing a working environment that embraces and values diversity and inclusion. If you have any support or access requirements, we encourage you to advise us at time of application.

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