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CIB Operations - Client Service Manager - Associate

Req #: 170062324
Location: Singapore, 01, SG
Job Category: Account Servicing
Potential Referral Amount: 8000 Singapore Dollar (SGD)

About J.P. Morgan Chase & Co.

 

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 businesses, 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.  Information about J.P. Morgan is available at www.jpmorganchase.com

 

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 nearly $20 trillion of assets under custody, the Corporate & Investment Bank provides strategic advice, raises capital, manages risk and extends liquidity in markets around the world. 

 
JP Morgan Treasury Services moves, concentrates and invests client money, and provides trade finance and logistics solutions. TS products include payments, collections, trade finance, investments and information services that help companies manage working capital and liquidity. We are looking to recruit Client Service Officers who are keen on providing quality services to our clients by handling day-to-day client inquiries proficiently and professionally, by phone and by email.
 
Department Summary
 
APAC Helpdesk provides high quality technical support via telephone and e-mail to Global Client Access (JP Morgan ACCESS portal and Transmissions)customers. It provides technical solutions for inquiries from clients, financial institutions, and internal partners located in APAC Region. Overflow calls from WHEM and EMEA regions are also serviced in accordance with the ‘Follow-the-Sun’ support model. APAC Helpdesk is responsible for performing routine daily tasks and participating in special department projects. Languages supported by the group are English, Mandarin, Cantonese and Japanese.
 
Role Description (to include but not limited to):

Provide escalation and incident management support to Asia-based staff providing technical assistance to clients using JPMorgan ACCESS.  As a Client Service Manager, you will be directly responsible for the day to day operations, including client service delivery and management and oversight of staff client support activities in Manila and Singapore.  Key responsibilities include developing and delivering training for new hires and existing staff as well as driving performance against performance.  You will ensure high quality client service and will be directly responsible for addressing escalations from both internal partners and external clients.  The role requires extensive knowledge of JPMorgan ACCESS as well as functional knowledge of Transmissions and JPMorgan payment processing process and procedures.   

    • Develop and implement plans to ensure that both staffing and agent readiness are appropriate to meet client, quality, and performance standards.
    • Coordinate efforts with cross site and cross functional peers to maximize performance levels and efficiencies.
    • Manage global and regional communication regarding critical system impacts/outages as well as other client-impacting events.
    • Receive, manage and document all escalations in an accurate and timely fashion
    • Participates in and makes recommendations on hiring and staffing decisions.
    • Liaise with Service, Sales, Implementation, Product or Technology to resolve outstanding customer issues
    • Promptly follow escalation procedures during outages and client feedback or complaint
    • Ensure that helpdesk procedures are followed
    • Ensure good lines of communication between partner support groups located globally
    • Ensure agent readiness when new products are launched
    • Manages group to assure risk is minimized.
    • Take ownership of the client problems; clarifies client issues/objections;   appropriately escalates issues for assistance.
    • Ensure that time-sensitive transactions, problem resolutions, and non-standard instructions are handled in a manner that complies within bank and department policies and procedures, and minimize risk/cost to both the bank and client.
General Knowledge and Experience Required:
    • Typically has 5 or more years of Client Service or other relevant experience, from a varied background
    • Bachelor's degree or equivalent experience/training
    • Must possess superior escalation management abilities with an understanding of Client Servicing techniques and workforce management tools (eWFM, CMS, Etc.)
    • Strong English oral and written communication skills, with emphasis on banking terminology. 
    • Proficient operations management skills. 
    • Ability to work in a fast paced environment and an adaptability to change
    • Strong problem solving and decision making skills
    • Exhibits ability to work effectively in a team and multi site environment
    • Must be PC literate with proficiency in W/MS Windows
    • Banking or any Treasury Services related experience a plus
 
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