Client Service Associate II - APAC Global Client Service

Client Service Manager

Make your mark as a Client Service Manager in the APAC region, where you will shape the future of client support and service delivery. Join our team to unlock your leadership potential, drive performance, and foster collaboration across global business partners. Be at the heart of a dynamic environment, ensuring high-quality service and operational excellence. Grow your career with opportunities for strategic impact and professional development.

As a Client Service Manager in the APAC region, you oversee a team of associates and specialists dedicated to delivering outstanding client support. You manage day-to-day operations, maintain oversight of key controls, and ensure service delivery meets the highest standards. You leverage your deep product knowledge to address client inquiries and drive performance against established metrics. You instill a strong risk management focus among front-line staff and guide the team to achieve financial goals aligned with business objectives. You collaborate with global partners, manage escalations, and provide strategic reporting and executive communications across the organization.

Job Responsibilities:

• Direct the daily activities related to staffing and specialist preparedness. Implement strategic initiatives related to product strategy, staffing, and specialist support. Collaborate with technical counterparts to ensure effective tool and strategy implementation.
• Anticipate evolving client needs and develop innovative strategies to meet those needs. Shape client service strategies and execution, including communication and administration of strategic initiatives.
• Drive team performance by ensuring staff is well-trained and supported. Equip the team with the necessary tools to resolve client interactions efficiently while meeting high client satisfaction standards. Foster a culture of continuous learning and development.
• Evaluate and execute staffing plans to achieve site and product SLA goals. Oversee the investigation of customer inquiries, ensuring effective prioritization and distribution of work.
• Proactively recognize and mitigate risks related to payment and client data protection. Manage operational risk and ensure strict adherence to risk and escalation procedures. Regularly review policies and procedures, ensuring they are documented and tested according to risk management guidelines.
• Work on cross-regional and cross-functional teams and initiatives. Coordinate resources to ensure seamless delivery to customers. Collaborate with senior managers globally to identify technology, resource, and process needs.
• Lead and manage multiple projects, ensuring alignment with long-term business objectives and budgetary goals. Drive innovation and efficiency in project execution.
• Maintain, update, analyze, and report on production statistics. Review trends and provide strategic recommendations to enhance client satisfaction, efficiency, and control. Collaborate with sales and product managers to identify opportunities for product and service delivery improvements.

Required Qualifications, Skills and Capabilities:

• In-depth knowledge of J.P. Morgan's Payment core cash product offerings and client portals.
• Minimum of 3 years of management experience with a proven track record of successfully leading and developing high-performing teams.
• Exceptional oral and written communication skills, with the ability to present information clearly and concisely to various stakeholders.
• Demonstrated ability to develop employees and support them in achieving their professional goals, fostering a culture of continuous improvement.
• Proven capability to lead teams in meeting business objectives and key results.
• Strong sense of urgency in addressing escalating issues and adapting to rapidly changing priorities.
• Excellent interpersonal skills, with the ability to build relationships and influence others to achieve desired outcomes.
• Ability to thrive in a fast-paced environment while balancing client needs with associated risks and firm interests.
• Strong time management, multi-tasking, and organizational skills to effectively determine priorities and maintain a balanced work approach.
• Proficient with Microsoft Office applications.