Client Ops Manager II - Billing Escalations

Location: Plano, TX, United States

Job Family: Client Operations Management

About the Role

At JP Morgan Chase, we are a leading global financial services firm with a commitment to innovation and client-centric solutions. As a Client Ops Manager II - Billing Escalations in our Plano, TX office, you will play a pivotal role in our Client Operations Management team, helping to resolve complex billing issues for our diverse clientele. This position involves overseeing escalations that impact client satisfaction and operational efficiency, ensuring that our world-class banking services remain seamless and trustworthy. You will lead efforts to mitigate risks associated with billing disputes, drawing on your expertise in financial operations to drive resolutions that align with our firm's high standards of integrity and excellence. In this dynamic role, you will manage a dedicated team responsible for handling escalated billing cases, from initial triage to final resolution. Collaborating with stakeholders across sales, product, and compliance teams, you will implement strategies to enhance billing accuracy and prevent recurrence of issues. Your work will directly contribute to JP Morgan Chase's reputation as an innovative leader in the industry, where cutting-edge technology meets robust risk management. This is an opportunity to leverage your experience in financial services to make a tangible impact on client relationships and operational performance in a supportive, high-achieving environment. We value professionals who thrive in fast-paced settings and are passionate about delivering exceptional service. Joining our team means access to unparalleled resources for growth, including mentorship from industry experts and exposure to global banking operations. If you are ready to advance your career while contributing to solutions that empower clients worldwide, apply today to become part of JP Morgan Chase's legacy of excellence in Plano, TX.

Key Responsibilities

• Lead the resolution of escalated billing issues for high-value clients, ensuring timely and accurate outcomes
• Manage a team of client operations specialists focused on billing escalations, providing coaching and performance feedback
• Collaborate with cross-functional teams including sales, finance, and compliance to prevent future billing discrepancies
• Analyze billing data to identify patterns and implement process improvements in line with JP Morgan Chase standards
• Ensure adherence to regulatory requirements and internal policies in all escalation handling
• Develop and maintain client relationships by addressing concerns and providing proactive solutions
• Monitor key performance metrics for the billing escalations team and report to senior leadership
• Train team members on best practices for billing accuracy and customer satisfaction
• Oversee the documentation and auditing of escalation cases to support continuous improvement

Required Qualifications

• Bachelor's degree in Business Administration, Finance, or a related field
• Minimum of 5 years of experience in client operations, billing, or customer service within the financial services industry
• Proven track record in managing escalations and resolving complex billing disputes
• Strong understanding of financial regulations and compliance standards such as SOX and AML
• Experience with billing systems and financial software used in banking environments
• Demonstrated leadership experience in managing teams in a high-volume operations setting

Preferred Qualifications

• Advanced degree or certification in finance (e.g., CFA, CPA)
• Prior experience at a major financial institution like JP Morgan Chase
• Knowledge of payment processing and reconciliation processes
• Experience with data analytics tools for billing trend analysis

Required Skills

• Expertise in billing and invoicing processes in financial services
• Proficiency in Microsoft Excel and data analysis tools
• Strong leadership and team management abilities
• Excellent communication and interpersonal skills
• Problem-solving and critical thinking in high-pressure situations
• Knowledge of financial regulations and compliance
• Customer service orientation with empathy for client needs
• Project management and process optimization skills
• Analytical mindset for trend identification
• Attention to detail in handling financial data
• Adaptability to fast-paced banking environments
• Familiarity with CRM systems like Salesforce
• Risk assessment and mitigation expertise
• Time management and prioritization under deadlines

Benefits

• Comprehensive medical, dental, and vision insurance plans
• 401(k) retirement savings plan with company matching contributions
• Generous paid time off including vacation, sick days, and holidays
• Professional development programs and tuition reimbursement
• Employee stock purchase plan and performance-based bonuses
• Wellness programs including gym memberships and mental health support
• Flexible work arrangements and hybrid options in Plano, TX
• Parental leave and family care benefits

JP Morgan Chase is an equal opportunity employer.