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Job Title: Client Service Manager, AVP
Job Location: NY: New York
Pay Rate: Open
Job Length: full time
Start Date: 2008-09-11

Company Name: JPMorgan Chase
Contact: Recruiter
Phone: email only please
Fax: email only please

Description: Know Our Clients Initiate and take ownership of day to day client inquiries and deliver customized reporting based on agreed Service Level Documents. Develop a deep understanding of our clients business through inquiry trend analysis and uncover service gaps by listening and asking the right questions. Use this information to identify sales opportunities or suggest product enhancements that could be leveraged by the greater firm. Deliver Act as a client advocate by sharing client service and operational gaps with JPMorgan%%27s Product and Operation Teams. Achieve and ensure client refrenceability. Create and execute action plans to address areas of concern (amber and red items). Maintain the Service Level document and maintain internal procedures to ensure all deliverables are tracked and updated as client needs change. Help prepare and present monthly scorecard outlining our performance as a Global Custodian and partner with client to identify value added deliverables. Coordinate all transitions with client and internal departments. Partner with these teams to identify solutions and deliver "best in class" service. Adapt Maintain a flexible approach based on changing client needs, client growth and industry developments. Help train new employees. Demonstrate partnership by aligning our client%%27s long term strategies and requirements with JPMorgan%%27s capabilities. Serve as liaison between client and internal departments to co-ordinate resolution of all client inquiries where appropriate (support of 2 models - direct to designated COE). " Independently schedule client presentations and training for new products/markets which best meet client’s needs. " Independently schedule Virtual Team meetings to review/address client concerns/opportunities. " Create team approach for full service clients ( Custody, Fund Accounting, Fund Administration and Transfer Agency). " Consult with clients regarding upcoming industry challenges and changes. " Schedule regular client visits, organize with RM’s Service/Business Reviews. " Negotiate Service Level document to ensure all requirements are met and any modifications in line with industry/market/products are updated. " Identify and address service gaps and recommend solutions. " Work in partnership with client and CSU’s worldwide to determine value added deliverables. " Review/Analyze and present monthly scorecard outlining our performance as a Global Custodian. " Oversee transitions ie. With client and internal departments for seamless execution. " Assume responsibility for assisting clients in use of all Client Access systems. " Ensure all clients are referenceable. Ownership of Account list/profile/maintenance. " Client Advocate / Consultants to the client to ensure JPM products meet/exceed needs. " Holistic approach to managing client experience - own client, strategic planning, anticipate/identify client needs, communicate business needs. " Independent Proactive/Strategic planner.

Responsibilities include: - Negotiate Service Level Agreement (SLA) requirements with new and existing clients - Negotiate on quotes & services between business lines and clients re altered requirements of either party - Represent JPMorgan on any proposed/new client products and projects (locally and internationally where required) - Negotiate with clients on client wide issues - Identify and escalate new business/revenue opportunities and risks associated with clients - Participate in client presentations to clients and third parties - Identify & cost service creep occurring on clients - Provide consultative approach in relation to the streamlining and improving of JPM operational processes from a client perspective (client%%27s strategy / structure/STeP) - The main JPMorgan escalation point on any operational issues (Wholesale registry, Settlements, Reconciliations, Compliance, Portfolio Accounting, Fund Accounting, Performance Analytics and Custody). Representation is both from a JPMorgan and a client perspective - Monitoring of client queries and deliverables to ensure timely turnaround. - Establishment of new client custody accounts via coordination with RAPID , and submission of tax and market documentation from the client - Providing reporting both ad hoc and via such formal communication such as Monthly/Quarterly Report Cards and score cards - Attending industry conferences and client functions representing . Excellent PC skills (especially MS Excel) . Problem Solving Skills: Demonstrates ability to analyze data and resolve intermediate inquiries . Knowledge of Securities Market: Understands basic market structures, different instrument types and risks . Knowledge of Operation Procedures: Great process management skills . Teamwork: Interacts effectively with colleagues and internal service partners to meet common service goals; demonstrates JPMorgan Values 4 years Securities and Finance experience (required) Working knowledge of JPMorgan Operating systems or equivalent platforms (required) BachelorsCollege degree (required) Masters degree or equivalent (preferred)

Please refer to Job code jpmorgan-861266 when responding to this ad.

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