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CIB - Investor Services - Client Service Manager - Associate / Vice President

Req #: 170123563
Location: Copenhagen, 101, DK
Job Category: Investment Banking
Job Description:
EMEA Client Service: Team Description
The EMEA Client Service team has overall accountability for ensuring Client’s global service requirements are achieved end-to-end and across Custody and Fund Services (CFS). We are their primary contact and are an advisor on all service related matters. We support Sales in improving and retaining client relationships whilst maintaining a strategic understanding of the client’s operating model.
Within EMEA, we manage service teams located in 13 countries and 17 locations for more than 500 clients.
Client Service Manager Role
We organize our clients into industry ‘segments’ such as Asset Managers, Pension, Sovereign Wealth and Banks and align it with our regional approach. This allows us to understand the specific requirements and behaviours of the clients and ensure our service offering matches that requirement. It also means we can align our most appropriate resources experienced in dealing with clients locally, meaning they understand the clients business and operating model allowing them to build strong and lasting partnerships on strategic initiatives.  

Accountable for managing the current activities and service delivery to clients, the role includes:
  • Managing day to day client relationships and their satisfaction
  • Partnering with internal groups including Operations Service Delivery/ Middle Office, Implementation, Sales and Product to ensure the function provides a best in class service experience and maintains an "end to end" approach and view of our service quality to clients
  • Maintain a comprehensive understanding of market, vendor and regulatory implications to effectively advise clients of the implications to their operating environment
  • Manage a governance process of service disciplines, with agreed service standards, managing against core and bespoke needs, delivery against committed services, proactive management to identify trends, issues and opportunities to improve service levels
  • Conduct regular service reviews
  • Senior escalation point for Client and Operations Service Delivery for BAU issues
  • Helping to navigate the firm on behalf of the Client
  • Gathering intelligence on the client and disseminates internally
  • Seeking opportunities and respond to initiatives to improve service levels and improved efficiency for the business and the client
  • Oversight and coordination of Client Change Management agenda
  • Provide input to design of new client solutions
  • Maintains strong client relationships which can be referenced and lead to an increased share of wallet
  • Key stakeholder and/or execution lead for key projects in the region
  • Responsible for managing operational risk through effective monitoring and resolution of risk metrics
  • Driving efficiencies and productivity across the function
Required Skill / Experience:
  • Outstanding client management skills and direct experience in dealing with clients (internal and external)
  • Danish speaking
  • Demonstrated track record in a high performance culture
  • Ability to adapt and demonstrate flexibility in a dynamic environment
  • Strong executive presence, strategic thinking and influencing skills (both within JPMorgan and influencing the client)
  • Deep knowledge in general Investor Services product, operations and technology
  • Capability to quickly grasp new products and developing new business requirements
  • Demonstrated ability to work collaboratively and develop strong partnerships
  • Ability to deal with conflict
  • Willingness to challenge the status quo and drive better outcomes for our clients
  • Proficiency in change and process management
  • Strong programme management skills
  • Strong organizational, project management and planning skill sets
  • Compliance mindset with a solid understanding of risks associated with the provision of services to clients in our line of business
  • Excellent presentation skills, with the ability to engage a senior-level audience
  • Is able to summarize, simplify and communicate detailed and complex information to a broad range of team members or clients across the seniority spectrum, whether verbally or written.
About J.P. Morgan’s Corporate & Investment Bank

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. With $18 trillion of assets under custody and $393 billion in deposits, the Corporate & Investment Bank provides strategic advice, raises capital, manages risk and extends liquidity in markets around the world. Further information about J.P. Morgan is available at

JPMorgan Chase & Co. offers an exceptional benefits program and a highly competitive compensation package. JPMorgan Chase & Co. is an Equal Opportunity Employer.
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