Client Service Senior Manager

Location: Plano, TX, United States

Job Family: Client Service

About the Role

At JP Morgan Chase, we are a leading global financial services firm with a proud history of innovation and client focus. As a Client Service Senior Manager in our Commercial & Investment Bank division, you will play a pivotal role in leading a dynamic team dedicated to delivering exceptional service. Based in our state-of-the-art facility in Plano, Texas, this position involves overseeing the resolution of complex issues related to our wide array of products, including lending solutions, treasury services, capital markets, and advisory services. You will ensure that our institutional clients receive seamless support, fostering long-term partnerships that drive business growth in one of the most competitive sectors of finance. In this senior leadership role, you will guide a team of Client Service Professionals through high-stakes scenarios, from troubleshooting transaction discrepancies to navigating regulatory inquiries. Your expertise in JP Morgan Chase's ecosystem will be crucial in escalating matters appropriately while minimizing disruptions to client operations. You will collaborate closely with product teams, risk management, and compliance to implement proactive service strategies, leveraging data analytics to anticipate client needs and enhance satisfaction metrics. This position demands a blend of strategic oversight and hands-on involvement, ensuring your team not only meets but exceeds service level agreements in a 24/7 global environment. We value leaders who embody our core principles of integrity, excellence, and teamwork. As Client Service Senior Manager, you will contribute to JP Morgan Chase's commitment to diversity and inclusion, creating an inclusive team culture that mirrors our diverse client base. This role offers substantial opportunities for career advancement within our expansive organization, where you can influence broader initiatives in client experience and operational efficiency. Join us in Plano to lead with impact and help shape the future of financial services at one of the world's most admired banks.

Key Responsibilities

• Lead and mentor a team of Client Service Professionals to efficiently resolve issues related to JP Morgan Chase's Commercial & Investment Bank products and services
• Oversee the identification, escalation, and resolution of complex client inquiries, ensuring timely and accurate responses
• Develop and implement strategies to enhance client satisfaction and retention within the Commercial Banking division
• Collaborate with cross-functional teams, including product specialists and compliance officers, to address service gaps
• Monitor team performance metrics, such as resolution time and client feedback scores, and drive continuous improvement initiatives
• Conduct regular training sessions on product updates, regulatory changes, and best practices in client servicing
• Analyze client feedback and service data to identify trends and recommend process enhancements
• Ensure adherence to JP Morgan Chase's risk management and compliance standards in all client interactions
• Foster a high-performance team culture by setting clear goals and providing coaching for professional development
• Represent the client service function in internal meetings and contribute to broader business objectives

Required Qualifications

• Bachelor's degree in Finance, Business Administration, or a related field
• Minimum of 8-10 years of experience in client service within the financial services industry, with at least 5 years in a leadership role
• Proven track record of managing teams in resolving complex issues related to commercial banking and investment products
• Deep knowledge of Commercial & Investment Bank products and services at JP Morgan Chase
• Strong understanding of regulatory requirements in the financial sector, including compliance with SEC and FDIC guidelines
• Experience in high-volume client environments, handling escalated issues in a fast-paced setting
• Ability to travel up to 20% for client meetings or training

Preferred Qualifications

• MBA or advanced degree in Finance
• Prior experience at a major financial institution like JP Morgan Chase
• Certification in financial services such as CFA or FRM
• Demonstrated success in implementing client service improvements using data analytics
• Bilingual proficiency in English and Spanish, given the diverse client base in Texas

Required Skills

• Leadership and team management
• Client relationship building
• Problem-solving and issue resolution
• Knowledge of commercial banking products
• Investment banking services expertise
• Regulatory compliance awareness
• Data analysis and reporting
• Communication (verbal and written)
• Project management
• Risk assessment
• Customer service orientation
• Strategic thinking
• Adaptability in fast-paced environments
• Coaching and mentoring
• Proficiency in financial software tools like CRM systems

Benefits

• Competitive base salary and performance-based annual bonuses
• 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 opportunities through JP Morgan's internal training programs and tuition reimbursement
• Employee stock purchase plan and access to financial wellness resources
• On-site fitness centers and wellness programs at the Plano campus
• Flexible work arrangements, including hybrid options post-pandemic

JP Morgan Chase is an equal opportunity employer.