Client Service Manager - Vice President

Location: Chicago, IL, United States

Job Family: Client Service

About the Role

At JP Morgan Chase, we are a leading global financial services firm with a strong emphasis on innovation in payments and transaction banking. As a Client Service Manager - Vice President in our Payments business, you will play a pivotal role in leading a team of Client Service Associates to deliver exceptional service to our corporate clients. Based in our Chicago office, this position requires a strategic leader who can drive operational excellence, ensure regulatory compliance, and foster long-term client partnerships in a dynamic financial landscape. You will oversee end-to-end client service processes, from onboarding to ongoing support, while aligning team efforts with JP Morgan Chase's commitment to secure, efficient payment solutions that power global commerce. Your primary focus will be on mentoring and developing your team to handle high-volume transactions, resolve complex client inquiries, and implement best practices in payments processing. You will collaborate closely with internal stakeholders, including sales, product development, and technology teams, to enhance service offerings and identify growth opportunities. Proficiency in payment systems like SWIFT and ACH, combined with a deep understanding of financial regulations, will be essential to mitigate risks and maintain the highest standards of client satisfaction. This role demands strong analytical skills to monitor KPIs and drive continuous improvements, ensuring our Payments business remains a trusted partner for clients navigating the evolving demands of digital finance. Joining JP Morgan Chase means becoming part of a world-class organization that values diversity, inclusion, and professional growth. In this Vice President-level position, you will have the opportunity to influence strategic initiatives and contribute to the firm's leadership in the payments industry. We offer a supportive environment with robust training programs, competitive compensation, and comprehensive benefits to help you thrive. If you are a seasoned professional passionate about client service in financial services, this role provides a platform to lead impactful change in one of the most critical areas of global banking.

Key Responsibilities

• Lead and mentor a team of Client Service Associates to ensure high-quality service delivery in the Payments business
• Oversee daily operations, including client onboarding, query resolution, and transaction processing
• Build and maintain strong relationships with corporate clients, addressing their payment needs and resolving escalations
• Drive team performance through coaching, goal setting, and performance evaluations aligned with JP Morgan Chase standards
• Ensure compliance with regulatory requirements, internal policies, and risk management protocols in all client interactions
• Collaborate with cross-functional teams, including product, technology, and sales, to enhance client service offerings
• Monitor key performance indicators (KPIs) and implement process improvements to optimize efficiency and client satisfaction
• Identify opportunities for upselling payment solutions and contribute to business development initiatives
• Prepare and deliver client reports, presentations, and updates on service metrics and industry trends
• Foster a culture of continuous improvement and innovation within the team to support JP Morgan Chase's global payments strategy

Required Qualifications

• Bachelor's degree in Business, Finance, or a related field
• Minimum of 7-10 years of experience in client service or operations within the financial services industry
• Proven track record of leading teams in a high-volume payments or transaction services environment
• Strong understanding of payment processing, treasury services, and regulatory compliance in banking
• Excellent communication and interpersonal skills with experience managing client relationships
• Ability to work in a fast-paced, deadline-driven environment with a focus on risk management
• Proficiency in Microsoft Office Suite and financial software applications

Preferred Qualifications

• Advanced degree (MBA) or certification in financial services (e.g., CFA, FRM)
• Experience in the payments business at a major financial institution like JP Morgan Chase
• Knowledge of global payment systems such as SWIFT, ACH, and real-time payments
• Prior leadership role in client onboarding and service delivery for corporate clients
• Familiarity with data analytics tools for client reporting and performance metrics

Required Skills

• Leadership and team management
• Client relationship building
• Payments and treasury services knowledge
• Regulatory compliance and risk assessment
• Problem-solving and decision-making
• Communication (verbal and written)
• Project management
• Data analysis and reporting
• Process optimization
• Stakeholder collaboration
• Financial acumen
• Time management in fast-paced settings
• Customer service orientation
• Adaptability to industry changes
• Proficiency in CRM and financial software

Benefits

• Competitive base salary and performance-based annual bonus
• Comprehensive health, dental, and vision insurance plans
• 401(k) retirement savings plan with company matching contributions
• Generous paid time off, including vacation, sick days, and parental leave
• Professional development programs and tuition reimbursement for advanced education
• Employee stock purchase plan and financial wellness resources
• On-site fitness centers, wellness programs, and mental health support
• Flexible work arrangements and commuter benefits in Chicago

JP Morgan Chase is an equal opportunity employer.