Client Service Team Lead - Vice President

Location: Tampa, FL, 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 Team Lead - Vice President in our Payments business, you will play a pivotal role in delivering exceptional service to our corporate and institutional clients. Based in our Tampa, FL office, you will lead a dynamic team of Client Service Associates, ensuring seamless operations in areas such as wire transfers, ACH processing, and real-time payments. This position demands a strategic mindset to balance day-to-day execution with long-term team development, all while upholding our commitment to integrity, excellence, and inclusion in the competitive financial services landscape. Your primary focus will be on fostering a high-performing team environment where associates are empowered to resolve complex client inquiries efficiently and accurately. You will collaborate closely with stakeholders across JP Morgan Chase's global network to implement best-in-class service standards, leveraging cutting-edge technologies like blockchain and API integrations to enhance client experiences. In this role, you will also manage escalations, drive process improvements, and ensure compliance with stringent regulations, contributing directly to the firm's reputation as a trusted partner in payments solutions. We seek a leader who thrives in a fast-paced setting and is passionate about mentoring talent within a diverse, collaborative culture. Joining JP Morgan Chase means access to unparalleled resources for professional growth, including leadership development programs and exposure to innovative financial products. If you are ready to lead with purpose and impact the future of payments at one of the world's largest banks, this Vice President-level opportunity in Tampa offers a rewarding path to advance your career in financial services.

Key Responsibilities

• Lead and mentor a team of Client Service Associates, providing guidance on daily operations and performance goals within JP Morgan Chase's Payments business
• Oversee client onboarding, query resolution, and service delivery to ensure high satisfaction levels for corporate and institutional clients
• Monitor team performance metrics, including response times, error rates, and client feedback, to drive continuous improvement
• Collaborate with cross-functional teams such as product, compliance, and technology to enhance payments solutions and mitigate risks
• Handle escalated client issues, conducting root cause analysis and implementing preventive measures
• Ensure adherence to regulatory requirements, including SEC, FINRA, and internal JP Morgan policies
• Develop and execute training programs to upskill team members on new payments technologies and processes
• Contribute to strategic initiatives, such as process optimization and adoption of AI-driven service tools
• Prepare reports and analytics on team productivity and client trends for senior leadership
• Foster a culture of inclusion and diversity, aligning with JP Morgan Chase's core values

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 leadership experience managing teams of 5+ associates in a high-volume environment
• Strong knowledge of payments processing, treasury services, and regulatory compliance in banking
• Excellent communication and interpersonal skills with the ability to handle client escalations
• Proficiency in financial systems and tools such as SWIFT, ACH, and core banking platforms
• Ability to work in a fast-paced, deadline-driven setting with a focus on risk management

Preferred Qualifications

• Advanced degree (MBA) or certification in financial services (e.g., CFA, FRM)
• Experience in leading teams within a global financial institution like JP Morgan Chase
• Familiarity with anti-money laundering (AML) and know-your-customer (KYC) processes
• Prior exposure to digital payments innovations and fintech integrations
• Bilingual capabilities, particularly in Spanish, given the Tampa location's diverse client base

Required Skills

• Leadership and team management
• Client relationship building
• Payments and treasury services expertise
• Regulatory compliance knowledge (AML/KYC)
• Problem-solving and analytical thinking
• Communication (verbal and written)
• Project management
• Data analysis and reporting
• Risk assessment and mitigation
• Proficiency in Microsoft Office Suite
• Experience with financial software (e.g., Oracle, SAP)
• Adaptability to changing regulations
• Emotional intelligence for team motivation
• Time management in high-pressure environments
• Strategic planning and execution

Benefits

• Competitive base salary and performance-based annual bonus
• Comprehensive health, dental, and vision insurance plans
• 401(k) retirement savings plan with generous company match
• Paid time off, including vacation, sick days, and parental leave
• Professional development opportunities through JP Morgan's internal training and tuition reimbursement
• Employee stock purchase plan and financial wellness programs
• On-site fitness centers and wellness initiatives in Tampa facilities
• Flexible work arrangements, including hybrid options post-pandemic

JP Morgan Chase is an equal opportunity employer.