CIB-Treasury Services-Client Service Account Manager, Associate

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 Corporate & Investment Bank provides strategic advice, raises capital, manages risk and extends liquidity in markets around the world.

Description

Accountable for a portfolio of key BBD and or large corporate client’s acting as their Service contact and escalation point.  By engaging and building strong partnerships with all contacts (within the Clients Organization) the Strategic CSAM will look to develop a thorough understanding of their client’s industry, strategy, business model and operating environment.

The Strategic CSAM will act as the client advocate and drive internal coordination by partnering with Compliance, Risk, Sales, Product, Operations and Technology to deliver service excellence. The Strategic CSAM will also support ongoing overall relationship health monitoring to forecast client “temperature” and facilitate regular discussion with Sales.

 Develop Client Intimacy

• Act as the clients’ key service contact and escalation point supporting their TS business and own the service relationship and client experience
• Coordinate a uniform approach with the client, ensuring a consistency of interaction with key client contacts at all levels and establish a rapport that allows for joint strategic and tactical planning
• Act as the clients advocate and act with integrity and respect at all times
• Responsible for building and maintaining a network of partners throughout J.P. Morgan in order to promote client service excellence and support the clients' business strategy. This is critical to allow the Client Service Account Manager to take the lead in supporting their colleagues to provide the appropriate solution for the client base and act as a primary escalation point for colleagues and clients.  

Drive culture focused on quality, efficiency and continuous improvement

• Proactively identify opportunities to work with the client to improve quality and efficiency positioning the benefits of these initiatives to maximize engagement
• Coordinate internally to eliminate or minimize client impacts partnering with Sales, Product, Operations and Technology to maintain focus and drive positive outcomes
• Deepen product knowledge to build further understanding of the technology and operational activity that substantiates product delivery and proactively; identify potential impacts to clients when this service is interrupted
• Manage change readiness potential impacts and communications including evaluating the effect of JPM enhancements to products, services and technology as they relate to the client’s business. Positively position the benefit of these changes on their business, and work closely with the client and relevant internal parties to ensure client readiness where required.
• Support junior CSAM colleagues providing holistic advice and insight, share best practice and coach to stretch service performance standards
• Strategic management and oversight of designated client relationships, across all impacted TS products in order to maintain service quality, reference ability, share client service/relationship information and manage any virtual teams.
• Strategic overview of service planning activity and actively participate in the management of client visits ensuring regular service reviews.
• Provide effective service plans in conjunction with key quality service level indicators. The CSAM will need to ensure all action points are updated and met within the target date.
• Act as knowledge base for clients' current and future product, operational requirements and work with relevant contacts in Product Management to resolve anticipated gaps on a proactive basis.
• Develop and review monthly management reporting on client satisfaction levels and all defined client projects from the service delivery teams.
• Look to transform client service to optimal 'service' center through 100% capacity plan completion to highlight in-efficiency and use action plans to eradicate. The CSAM should identify strategic solutions to support client efficiencies and eradicate manual processes
• Strategic overview of client related projects and manage client change requests e.g. new product integration, market entries, client specific process changes.
• Lead the promotion to engage clients in the participation of Client Surveys, analysis of results with follow up creation and implementation of actions plans.
• Co-ordination of all client project on boarding activity and restructures including all incremental account and market openings. (optional)
• Ownership of account Maintenance profiles:
• Documentation e.g. tax docs, mandates.
• Ownership of technology set ups e.g. JPMorgan Access/ Swift.

• Take Ownership for problems and escalate to ensure timely resolution whilst leading internally through to resolution.

Manage expectations both externally and internally.

• Coordinate, control and influence activities within Product to realize desired outcome for client.
• Develop a thorough understanding of the clients business, industry and strategy and lead the service agenda to further enhance the client experience for these and clients with a similar profile.
• Partner with TS Sales and Global Corporate Bank to achieve the anticipated revenue growth plan. Strong communication and partnership
• Coordinate and provide management oversight for all client investigations and issues to ensure a coordinated view across all service issues
• Devise mechanisms to develop strong client awareness throughout JPM to ensure internal parties appreciate client sensitivity and key influences which may drive client expectation
• Regularly engage with Sales and the Global Corporate Bank as the voice of Service
• Be aware of other regional Service and Implementations activity and partner as appropriate
• Formulate and deliver communications to both internal and external parties, observing approval protocol where required e.g. relationship, marketing, compliance etc.

•  Fluent in Spanish (speaking & writing)
• Ability to assess “big picture” in complex situations, identifying what is critical
• Demonstrate Leadership and Ownership skills and be comfortable interacting at all levels internally and externally
• Sound awareness of risk issues and knowledge of domestic/international Cash Management Business
• Knowledgeable of global risk and compliance policies as well as regional regulations that impact the global relationship.
• Good presentation skills
• Drive for innovation
• Excellent interpersonal skills coupled with an ability to use sound judgement to prioritize and act with sense of urgency when required.
• The ability to lead complex issues and engage and influence at all levels
• In-depth knowledge of Treasury Services global suite of products
• Strong, proven client management skills
• Creative problem-solving skills
• Ability to adapt to changing priorities
• Keen willingness to travel, sometimes at short notice
• Strong influencing and negotiating skills
• Excellent communication skills (both written and verbal)
• Ability to work under pressure prioritizes appropriately, meet tight deadlines and juggles multiple demands simultaneously.