Payments Client Service Team Lead

6 months ago

Sydney, Australia JPMorgan Chase & Co Full time

**JOB DESCRIPTION**
When someone joins J.P. Morgan Chase, they should know this is the place where they belong. Join the team that is driving the service delivery for one of the world’s most innovative banks. As a dynamic and driven professional, you will play a pivotal role in the leadership team where you will have an opportunity to elevate your career to the next level.

As the Payments Client Service Team Lead - Vice President in the Client Service team, you will be responsible and accountable to lead the local client service team and drive the team to provide world class client service experience to local, regional and global clients. You will possess effective communication and team management skills, mixed with local industry and product knowledge related to Payments, Clearing and Settlement services.

**Job responsibilities**
- Lead the local Australia & New Zealand Client Service team, which consists of a team of approx. 10 members, including, Analyst, Associates, Senior Associates and Vice Presidents in the team.
- Work with, and manage through, other functional areas both locally, regionally and globally, to ensure timely and efficient lever of service.
- Manage local, regional and global stakeholders and keep the management updated of initiatives, changes and priorities for Client Service.
- Participate and represent Australia Client Service team in regional and global initiatives.
- Perform analysis on client activities, identify opportunities for better and effective service to clients.
- Partner with local and regional stakeholders in executing the strategy that supports the business objectives.
- Maintain a strong discipline in case management, logging, tracking and reporting of all client enquiries in a timely manner.
- Learn the product and other efficiency related initiatives and be able to proudly talk about the initiatives with the clients.
- Manage and escalate requests related to client documentations, including but not limited to account maintenance, Electronic Payment Signatory Form set ups, addition and removal for signatories etc.
- Conduct service quality reviews on regular basis, obtain client feedback and follow through to closure.
- Collaborate and partner with Product, Operations, Technology, Compliance, Sales and Implementation teams to drive the broader franchisee agenda.

**Required qualifications, capabilities, and skills**
- A tertiary qualification in a relevant discipline.
- Prior experience of leading a large team managing client service function in a financial institution.
- Sound knowledge of Banking products, including domestic and cross border payments, Merchant Acquiring, Trade Finance and Liquidity Operations.
- Minimum 15 years of Banking experience with an emphasis on managing a large portfolio of clients, both corporate and financial institutions.
- Sound knowledge of eCommerce products like payments through cards, merchant acquiring.
- A track record of executing and managing significant change agendas locally and regionally.
- Effective influencing, negotiation and presentation skills.
- Excellent process and analytical skills with the ability to work in a complex, matrixed environment.
- Demonstrated ability to work collaboratively and develop effective partnerships across diverse teams.

**Preferred qualifications, capabilities, and skills**
- Effective people management skills, as you will be accountable to manage a very dynamic, ambitious and high performing team.
- Sound problem solving skills and ability comprehend client’s needs and respond in timely manner.
- Build effective relationship with clients, understand their business needs and support clients for their strategic projects.
- Adept negotiation skills with internal and external clients to ensure all deliverables are completed within time.

**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 a

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