Payments Client Service Team Lead

6 months ago

Sydney, Australia JPMorgan Chase & Co. Full time

When someone joins . 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 a Vice President in the Payments Client Service Team, you will lead the local client service team, ensuring the delivery of world-class service to local, regional, and global clients. Your role will require effective communication and team management skills, as well as a deep understanding of the 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. 

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