北京招聘

Client Service Managers (CSM) are the first point of escalation for clients and internal teams. CSMs take ownership of the projects and tasks and will assess, coordinate and manage deliverables (with the assistance of internal teams) to ensure service delivery standards are consistent with the agreed Service Level Document. CSMs are responsible for the monitoring, reporting and advocating continuous improvement of the service delivery relationship between J.P. Morgan and the client. CSMs use various tools to monitor and measure client and product performance, such as Service Scorecard, Service Level Documents, action logs, calling programs, internal and client service reviews.

Client Service Managers foster close relationship with their clients, understand requirements and expectations, take accountability for the resolution of issues, proactive client management, cultivate long term partnership to become trusted advisors with clients. CSMs also foster relationships with Operations and other groups (such as Product, Sales and Technology) locally and regionally in service delivery to the client. CSMs work with, and manage through, other functional areas both locally and globally, to ensure the provision of a timely and efficient level of service, with a high degree of autonomy in their management of the daily deliverables to the client.

Key Accountabilities/Major Responsibilities:

• Accountability for service delivery; working closely with the client on assigned deliverables. Building relationships with clients to understand client requirements and expectations.

• Drive resolution and management of client queries, data & reporting collation, delivery issues and tracking of progress; leveraging internal teams as appropriate

• Regular contact with multiple areas at clients’ office as well as internally in J.P. Morgan in country and region

Qualifications

These points have been carefully considered as being essential for the role. Your background must accurately reflect all of these for your application to be considered.

• University degree, Masters or MBA preferred

• Minimum 2-8 years of experience in financial services industry (Custody Business and/or portfolio servicing environment would be a plus but not a must)

• Strong focus in client service management, communication and delivery

• Proven experience in building and contributing to high performing teams through the development of self and others, emphasizing continuous learning and growth

• Proactively responds and adapts to change - supports and influences strategies to enable business transformation and enhancement

• Demonstrated technical, professional, and organizational expertise and a desire to continuously grow and maintain this knowledge

• Focuses on accountability, action and outcomes to ensure solutions meet client needs while aligning business deliverables to the firm's mission and goals

• As this role will have regular client facing involvement and engagement with senior staff in all areas of Securities Services, the person in this role must be confident, articulate and able to represent J.P. Morgan in front of clients

• Must be fluent in Mandarin and English

J. P. Morgan is a leading global financial services firm. We are committed to deliver the best financial services solutions through our lines of business: Investment Bank, Asset Management and Treasury and Securities Services. Today, we serve one of the largest client franchises in the world, including many of the most prominent corporate, institutional and government clients. J. P. Morgan is part of JPMorgan Chase & Co., a leading global financial services firm with assets of over $2.0 trillion and operations in more than 60 countries.