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Commercial Banking - Head of Client Service

Req #: 170074168_1
Location: Dallas, TX, US
Job Category: Customer Service
Job Description:
 
 
 
JPMorgan Chase & Co. (NYSE: JPM) is a leading global financial services firm with assets of $2.6 trillion and operations worldwide. The firm is a leader in investment banking, financial services for consumers and small business, commercial banking, financial transaction processing, and asset management. A component of the Dow Jones Industrial Average, JPMorgan Chase & Co. serves millions of consumers in the United States and many of the world’s most prominent corporate, institutional and government clients under its J.P. Morgan and Chase brands. JPMorgan Chase & Co.is committed to providing a comprehensive set of benefits choices to meet different employee needs and lifestyles, which include choices such as Flexible Work Arrangements with periodic work from home and non-standard business hours, fully paid parental leave time, health care insurance and retirement benefits.
 
Commercial Banking serves more than 30,000 clients, including corporations, municipalities, financial institutions, and not-for-profit entities with annual revenues generally ranging from $20 million to $2 billion. The Firm's broad platform positions the Commercial Bank to deliver extensive product capabilities - lending, treasury services, investment banking, and asset management - to meet our clients' domestic and international financial needs.
  • Lead Commercial Banking client service organization, comprised of approximately 700 client service professionals in multiple U.S. locations.
  • Manage the Commercial Banking Service Center with locations in Indianapolis, Indiana and Phoenix, Arizona.
  • Develop the client service strategy for Commercial Banking and direct the implementation through close interaction with key partners within all JPMC LOBs [particularly Treasury Services and Retail] in sales, product development, implementations and technology.
  • Set policies, procedures, guidelines and strategic direction of Client Service organization.
  • Lead client service project management team responsible for managing multiple, complex service initiatives across the Commercial Bank.
  • Lead and participate in Commercial Banking and cross- LOB strategic projects, particularly with Treasury Services.
  • Engage in frequent and consistent communication with the business leaders and support the Commercial Banking businesses in their individual sales and client initiatives.
  • Responsible for Human Resource coordination (including performance management, career planning, development, training and performance issues), Operational Controls, Compliance Adherence and Staff Readiness Communication for Commercial Banking clients.
  • Lead a team of Senior Client Service Managers who ensure the client service staff promotes quality servicing to customers, including problem resolution on very complex and non-routine client impacting issues.
  • Lead regular meetings to update Sr. Client Service Managers, Market Managers and Segment Heads on material operational developments, product enhancements, system improvements or other Client Service impacting matters.
  • Cross-LOB coordination and partnership and participation in firm-wide initiatives.
 
  • Demonstrated understanding of the Commercial Banking businesses, Treasury Services products and operations.
  • Strong knowledge and understanding of Commercial Banking's business model, products, and customers.
  • Proven leadership, execution and influencing skills
  • Strategic thinker who supports the goals and direction of the institution
  • Prior experience managing large, multi-disciplinary groups in multiple locations
  • Excellent verbal and written communication and presentation skills
  • Excellent project management skills
  • Strong time management, organizational, planning and follow-up skills
  • Ability to handle multiple assignments and be proactive in a fast-paced environment, while remaining calm under pressure
  • Strong interpersonal and partnership skills
  • Ability to work with senior management and respond quickly; ability to partner with internal partners and leverage internal resources
  • Frequent travel to the Commercial Banking markets is required
Qualifications:
  • Demonstrated understanding of the Commercial Banking businesses, Treasury Services products and operations.
  • Strong knowledge and understanding of Commercial Banking's business model, products, and customers.
  • Proven leadership, execution and influencing skills
  • Strategic thinker who supports the goals and direction of the institution
  • Prior experience managing large, multi-disciplinary groups in multiple locations
  • Excellent verbal and written communication and presentation skills
  • Excellent project management skills
  • Strong time management, organizational, planning and follow-up skills
  • Ability to handle multiple assignments and be proactive in a fast-paced environment, while remaining calm under pressure
  • Strong interpersonal and partnership skills
  • Ability to work with senior management and respond quickly; ability to partner with internal partners and leverage internal resources
  • Frequent travel to the Commercial Banking markets is required
 
Knowledge and Skills Preferred:
  • 10+ years of client service, operations, sales or management experience, preferably in Commercial Banking or Treasury Services
  • Knowledge and understanding of Commercial Banking business model, Commercial Banking products, services and sales processes
  • Extensive knowledge of deposit, treasury and credit products, payment services, regulations, and related procedures.
  • Thorough knowledge of financial exposure and operational risk associated with bank products and services.
  • BA/BS degree is required
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