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CIB – Treasury Services – EMEA Lead Client Service Account Manager – Associate or VP (Hebrew Speaker) - London or Tel Aviv

Req #: 170065812
Location: London, ENG, UK
Job Category: Investment Banking
Job Description:
The Client Service Account Manager - Lead Role
The lead Client Service Account Manager (CSAM) will be accountable for a portfolio of top tier target Corporate client’s acting as their primary contact and escalation point. By fully engaging and building strong partnerships with the client at every level the lead CSAM will look to develop a thorough understanding of their client’s industry and overall client strategy.  The lead CSAM will act as the client advocate and drive internal coordination by partnering with Sales, Product, Operations and Technology as appropriate to deliver service excellence. The lead CSAM will also support ongoing overall relationship health monitoring to forecast client “temperature” and facilitate regular discussion with Sales and the Global Corporate Bank.  
Role Responsibilities
Develop deep relationships at all levels
  • Act as the clients key service contact and escalation point supporting their global TS business and own the service relationship and client experience
  • Co-ordinate 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 an the clients advocate and act with integrity and respect at all times
Drive culture focused on quality, efficiency and continuous improvement
  • Proactively identify opportunities to work with the client to improve quality and efficiency positioning the “value add” of these initiatives to maximise engagement
  • Co-ordinate internally to eliminate or minimise 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 underpins 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 CSAM colleagues providing holistic advice and insight, share best practice and coach to stretch service performance standards
Dynamic leadership
  • Manage expectations appropriately both externally and internally; escalate when necessary.
  • Take Ownership for problems and escalate to ensure timely resolution
  • Co-ordinate, control and influence activities within Product to realise desired outcome for client.
  • Develop a thorough understanding of the clients business and strategy and lead the service agenda to further enhance the client experience for these and like clients
  • Support the TS Relationship team and Global Corporate Bank in their efforts to increase revenue streams and improve client profitability either through identification of business efficiencies; the generation of new business opportunities; increasing automation for JPM and the client; Position service delivery positively in order to take advantage of the future growth of the relationship and support the health monitoring process
Strong communication and partnership
  • Co-ordinate and provide management oversight for all client investigations and issues to ensure a co-ordinated 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

Location: London or Bournemouth

Skills Qualifications
A “Lead” TS EMEA Client Service Account Manager must have:
  • Hebrew language skills are essential for this position
  • 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 International Cash Management Business
  • Knowledgeable of global risk and compliance policies as well as regional regulations that impact the global relationship.
  • Good presentation skills (Pitch Pro)
  • Drive for innovation
  • Excellent interpersonal skills coupled with an ability to use sound judgement to prioritise and act with sense of urgency when required.
  • Strong team player
  • 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, prioritise appropriately, meet tight deadlines and juggle multiple demands simultaneously.
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