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Wealth Management | U.S. Private Bank | Senior Client Service Manager | Houston, TX

Req #: 170118108
Location: Houston, TX, US
Job Category: Asset Management
Potential Referral Amount: 0 US Dollar (USD)
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 Wealth Management is a global wealth management leader that delivers the highest quality advice, service, capabilities and products to Ultra High Net Worth individuals and families around the world. We deliver highly customized and comprehensive solutions to help clients with the many complexities they face by leveraging the commercial and investment banking capabilities of the firm.  
 
Wealth Management is involved with every facet of wealth management, including investments, wealth structuring, philanthropy, liquidity and credit management, and tax and estate planning. Our business model focuses on deep client relationships, an integrated team structure and a platform of depth and breadth.
 
The Client Service Group is responsible for managing and facilitating the daily unique and complex service needs of the Private Bank’s client base. Service is delivered in a team-based model with key locations in the US, Latin America, Europe, the Middle East, Africa and Asia.
 
Position Summary
The Private Banking Senior Client Service Manager oversees and directs the client service function within the South region of the U.S. Private Bank. This includes managing a team of Service Managers to achieve organizational goals, performing supervisory oversight, and serving as key escalation point for client issue resolution.  Additional responsibilities include leading performance and career development activities and partnering with senior business leaders to articulate and accomplish strategic client experience objectives. The Senior Service Manager must forge excellent working relationships with the region's entire team - bankers, advisors, region heads, product partners and controls/compliance teams. They must also interact effectively with mid-office and operations teams in order to help their Service Managers and Client Service Associates (CSAs) deliver a seamless and integrated experience to our clients across all products. Products include deposit, banking, brokerage, custody, investment management, fiduciary, mutual funds, credit, foreign exchange and private investments.
 
The Senior Service Manager is also the key link between Service Managers and the Client Service Leadership Team. The Senior Service Manager plays a crucial role in helping set the strategic direction for the Service Managers and service teams in their region.
 
Due to the responsibility for managing a team of FINRA licensed Service Managers and CSAs, they are required to have their Series 7, 63 and 24 licenses.
 
Responsibilities include but are not limited to the following:
  • Provide Service Managers and CSAs with guidance and resources for delivering high quality, high touch service to Private Banking clients.  Must be able to recommend solutions tailored to clients' specific needs. 
  • Lead Service Managers to manage their team's daily work volumes and transactions accurately, within established deadlines, and in accordance with existing policies and procedures
  • Meet with market partners regularly to build strong relationships and ensure service expectations are met
  • Research, follow-up and resolve escalated client issues and problems through effective interaction with clients and internal partners in a timely and professional manner
  • 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 Client Service operating model, and help validate proposed ideas/plans prior to implementation
  • Lead/participate in special projects within Client Service and represent Client Service in broader initiatives within Private Banking
Knowledge and Skills 
  • 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
  • Keen understanding of the financial and banking industries
  • Ability to build In-depth knowledge of the region's client base, strong rapport with internal partners, and in some cases, key clients
  • Ability to adapt to a rapidly changing business and technology environment; must be a change leader
  • 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
  • Must understand and comply with the 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
  • Working knowledge of key areas of the firm (e.g., JPMorgan Funds, Cash Services, Retail Branch Network, Credit Products, Securities Operations and Client Information)
  • Able to build strong knowledge of systems and databases used within the Private Bank
  • Disciplined approach to managing and acting upon key daily reports and leading team of Service Managers to do the same
  • Ability to assimilate how data and information flows through the firm's processing and reporting systems, and ability to develop an in-depth understanding of all operation roles and inter-dependencies
  • Solid project management skills; must be able to engage all participants and meet deadlines/deliverables
 
Experience
  • 7-10 years of management experience in financial services and/or client service function
  • For internal hires, prior VP/ED level experience as a Client Service Manager or equivalent role is highly beneficial and recommended for the role
  • Private Banking experience preferred
Education 
  • College degree or equivalent experience
  • Certification or Registration
  • Series 7/24/63 licenses required for position, but not necessary upon hiring. Licenses required within 120 days of hire date.
 
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