client service Support manager - latam & gfgJPMorgan Chase

Job Description:
J.P. Morgan Asset & Wealth Management, with client assets of $2.8 trillion, is a global leader in investment and wealth management. Its clients include institutions, high-net-worth individuals and retail investors in every major market throughout the world. The division offers investment management across all major asset classes including equities, fixed income, alternatives, multi-asset and money market funds. For individual investors, the business also provides retirement products and services, brokerage and banking services including trusts and estates, loans, mortgages and deposits.
J.P. Morgan Private Bank is a global wealth management leader that delivers the highest quality advice, service, capabilities and products to high net worth and ultra-high net worth individuals and families around the world. J.P. Morgan was named Best Private Bank Overall in the United States for the sixth consecutive year by Euromoney and the Best Private Bank Globally, and is recognized as the global leader in technology and innovation in financial services.
Position Summary
The Vice President - Client Service Support Manager role is responsible for providing support to Wealth Management client service teams, managers and clients. The VP works in a complex team-oriented and fast paced environment with advisors, product partners and operations teams to deliver a seamless and integrated approach across Private Banking products, and has escalation and managerial responsibilities.
As a VP, you are responsible for providing exceptional leadership and effective supervision to all Client Service Support Specialist (CSSS) staff, overseeing a team of CSSS. The VP sets the tone for the culture within the site location and acts as a brand ambassador for the J.P. Morgan enterprise. With the highest standards, you bring our values and priorities to life every day for your team. You are accountable for end to end ownership of the client and employee experience, including service levels, satisfaction, and overall performance of the team. To be successful, you will need to build and maintain a winning team. Day to day, you will deliver tactical and strategic solutions in a highly controlled and regulated environment in order to meet objectives in a fast changing and dynamic environment.
Operating hours: While actual hours will depend on the US team that the role will be supporting, the hours will fall within the Monday-Friday 8am-8pm EST hours of the US teams.
Core Responsibilities:
Provide CSSS with guidance and resources for delivering high quality, high touch service to US client service teams, managers and clients
Manage team's daily work volumes and transactions accurately, within established deadlines, and in accordance with existing policies and procedures
Meet with internal partners regularly to ensure service expectations are met
Understand and comply with regulations, policies and procedures related to these products and services, and reinforce with their team the possible financial liabilities of the transactions associated with these products and services if they are not executed properly
Research, follow-up, and resolve escalated client issues and problems through effective interaction with key partners
Coordinate all recruiting efforts to maintain staffing level at the site
Responsible to understand/address key statistics for the site; responsible to have a plan and drive improvements to address challenges that are identified
Provide leadership surrounding HR matters, talent development, and disciplinary action
Evaluate staff performance and provide feedback via informal discussions, quarterly/semi-annual performance meetings and the annual review process
Participate in the continuing strategic development of the support operating model, and help validate proposed ideas/plans prior to implementation
Lead through a matrix organization to influence positive outcomes in areas such as onboarding, training, technology, and quality assurance
Lead/participate in special projects within Client Service and represent Client Service in broader initiatives within Private Banking
Provide exceptional client service and flawless execution on client requests, inquiries, money movement, security transfers, and loan transactions including escalated research requests
Drive the successful implementation, adherence, and maintenance of the firm's controls policies and procedures as well as protecting client assets against potential fraud activities
Collaborate with respective client facing teams and internal business groups to deliver and execute client transactions
Qualifications:
Excellent judgment and decision making skills
Strong leadership and management abilities; must be able to think strategically
Solid communication, time management and interpersonal skills; must be able to diffuse conflict diplomatically; highly professional and experienced in creating and presenting information to large audiences at various levels of the organization
Keen understanding of the financial and banking industries
Experience with a wide array of financial products
Ability to adapt to a rapidly changing business and technology environment; must be a change leader
Disciplined approach to managing and acting upon key daily reports
Good project management skills; must be able to engage all participants and meet deadlines/deliverables
Solid comprehension of Private Banking range of products, including deposit, banking, brokerage, custody, investment management, fiduciary, mutual funds, and credit products and services as each applies to their specific region's business segment
Experience in a call center environment and online/mobile brokerage platform preferred
Proven experience in a leadership capacity, ability to motivate at an individual and team level, experience overseeing other managers preferred
Demonstrated ability to network, partner and influence leaders in various parts of the organization in order to move the business forward
Ability to balance producing strong results with proper risk management, strong compliance record in previous position(s)
Ability to manage multiple priorities in a fast paced environment; adaptive to change
Extremely organized and detail oriented, expert knowledge of Windows, Microsoft Office software (Word, Excel, PowerPoint, Access, etc.), Microsoft Outlook email, scheduling and task manager
English - Highly proficient Reading, Writing and Verbal is required
Bachelor's or Master's degree preferred
Spanish and/or Portuguese is a plus
About Us:
JPMorgan Chase & Co., one of the oldest financial institutions, offers innovative financial solutions to millions of consumers, small businesses and many of the world's most prominent corporate, institutional and government clients under the J.P. Morgan and Chase brands. Our history spans over 200 years and today we are a leader in investment banking, consumer and small business banking, commercial banking, financial transaction processing and asset management.
We recognize that our people are our strength and the diverse talents they bring to our global workforce are directly linked to our success. We are an equal opportunity employer and place a high value on diversity and inclusion at our company. We do not discriminate on the basis of any protected attribute, including race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, marital or veteran status, pregnancy or disability, or any other basis protected under applicable law. In accordance with applicable law, we make reasonable accommodations for applicants' and employees' religious practices and beliefs, as well as any mental health or physical disability needs.
About the Team: J.P. Morgan Asset & Wealth Management delivers industry-leading investment management solutions. Asset Management provides individuals, advisors and institutions with strategies and expertise that span the full spectrum of asset classes through our global network of investment professionals. Wealth Management helps individuals, families and foundations take a more intentional approach to their wealth or finances to better define, focus and realize their goals.
JPMorgan Chase

Metro Manila
Permanent
Full-time