Client Service Team Leader

Job Description
The Client Service team is a client facing group providing support for operation in US accounts to Subsidiary Banking, Local Large Corporates, FI and Non-bank FI clients

As the Payments Client Service Team Leader you will lead a team of Client Service Account Managers (CSAMs) with the expectation to coordinate, train, motivate and coach them as they provide attentive and proactive service to clients.

Job Responsibilities

• Schedule and deliver weekly staff meetings and regular check-ins with other Payments' partners.
• Act as a customer advocate and liaison to improve the overall quality of service provided to customers by all product and operational areas.
• Direct relationships with clients and internal service providers, resolves issues, directs production and establishes and monitors client SLAs.
• Drive 100% clients' requests tracking in near real time, and improve case data quality to reduce transactional inquiries as a result of proactive client engagement, digital adoption, and reducing pain points.
• Owns and drives exceptional client and team outcomes - considers the bigger picture to identify long term solutions for the client, analyzing and interpreting client data to identify trends and develop strategy.
• Perform quality controls and monitor KPI's.
• Direct root cause analysis and guide product quality control by coordinating resolution and escalation of customer issues, application bug reports and enhancement requests.
• Provide high-level guidance to the team and ensure that Client Satisfaction and SLAs are met or exceeded.
• Ensure that all processes are performed in a correct and timely manner in alignment with specifications and procedures requirements.

Required Qualifications, Capabilities, And Skills

• Have a minimum of 5 years of managerial/leadership experience.
• Greater than 5 years in a Service or Client Relationship focused environment.
• Demonstrated strong people, project, risk management skills and a passion for excellence.
• Comprehensive understanding of Wholesale Payments products, processes and relevant market knowledge.
• Must be fully fluent in Spanish and English.
• Multi-tasking, Time management and Organizational skills.
• Working knowledge of MS Office and Business Applications.

ABOUT US
J.P. Morgan is a global leader in financial services, providing strategic advice and products to the world's most prominent corporations, governments, wealthy individuals and institutional investors. Our first-class business in a first-class way approach to serving clients drives everything we do. We strive to build trusted, long-term partnerships to help our clients achieve their business objectives.

We recognize that our people are our strength and the diverse talents they bring to our global workforce are directly linked to our success. We are an equal opportunity employer and place a high value on diversity and inclusion at our company. We do not discriminate on the basis of any protected attribute, including race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, marital or veteran status, pregnancy or disability, or any other basis protected under applicable law. We also make reasonable accommodations for applicants' and employees' religious practices and beliefs, as well as mental health or physical disability needs. Visit our FAQs for more information about requesting an accommodation.

About The Team
J.P. Morgan's Commercial & Investment Bank is a global leader across banking, markets, securities services and payments. Corporations, governments and institutions throughout the world entrust us with their business in more than 100 countries. The Commercial & Investment Bank provides strategic advice, raises capital, manages risk and extends liquidity in markets around the world.