CIB - Client Service Manager, Securities Services - Vice President
J.P. Morgan
Hong Kong, Hong Kong
source : EFinancialCareers Ltd

About J.P. Morgan Corporate & Investment Bank

  • J.P. Morgan's Corporate & Investment Bank is a global leader across banking, markets and securities services. The world'
  • s most important corporations, governments and institutions entrust us with their business in more than 100 countries. With over $23 trillion of assets under custody, the Corporate & Investment Bank provides strategic advice, raises capital, manages risk and extends liquidity in markets around the world.

    Client Service Manager, Securities Services - Hong Kong

    Client Service Managers (CSM) are the first point of escalation for clients and internal teams. CSMs take ownership of the projects and tasks and will assess, coordinate and manage deliverables (with the assistance of the internal teams) to ensure service delivery standards are consistent with the agreed Service Level Document.

    CSMs are responsible for the monitoring, reporting and advocating continuous improvement of the service delivery relationship between J.

    P. Morgan and the client. CSMs use various tools to monitor and measure client and product performance, such as Service Scorecard, Service Level Documents, action logs, calling programs, internal and client service reviews.

    Client Service Managers foster close relationship with their clients, understand requirements and expectations, take accountability for the resolution of issues, proactive client management, cultivate long term partnership to become trusted advisors with clients.

    CSMs also foster relationships with Operations and other groups (such as Product, Sales and Technology) locally and regionally in service delivery to the client.

    CSMs work with, and manage through, other functional areas both locally and globally, to ensure the provision of a timely and efficient level of service, with a high degree of autonomy in their management of the daily deliverables to the client.

    Key Accountabilities / Major Responsibilities :

  • Client focus, understand client's business needs and agenda, cultivate long term partnership with key clients
  • Full accountability for the service delivery relationship with their assigned clients. Building relationships with clients to understand client requirements and expectations.
  • Drive resolution and management of client queries, data & reporting collation, delivery issues and tracking of progress;
  • leveraging internal teams as appropriate.

  • Maintain regular contact with multiple areas at clients' office as well as internally in J.P. Morgan in country and region
  • Provide thought leadership and design effective solutions to help our clients.
  • Qualifications

    These points have been carefully considered as being essential for the role. Your background must accurately reflect all of these for your application to be considered.

  • University degree, Masters or MBA preferred
  • Minimum 8+ years of experience in financial services industry (Custody and Funds Services and / or portfolio servicing environment would be a plus but not a must)
  • Strong focus in client service management, communication and delivery
  • Proactively responds and adapts to change - supports and influences strategies to enable business transformation and enhancement
  • Demonstrated technical, professional, and organizational expertise and a desire to continuously grow and maintain this knowledge
  • Focuses on accountability, action and outcomes to ensure solutions meet client needs while aligning business deliverables to the firm's mission and goals
  • As this role will have regular client facing involvement and engagement with senior staffs in all areas of Securities Services, the person in this role must be confident, articulate and able to represent J.
  • P. Morgan in front of clients

  • Leadership or people management experience; held responsibilities in staff development and / or acting as senior escalation point within the team
  • Must be fluent in Mandarin and English
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