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About the Role

As a Client Service Manager in Securities Services, you will be the primary point of contact for Alternatives clients, ensuring their needs are met and their expectations exceeded. You will collaborate with internal partners to deliver world-class service, support complex transactions, and drive business growth.

Responsibilities

• Oversee Alternatives clients within Securities Services.
• Ensure exceptional service delivery for clients, managing their expectations in coordination with global and regional business partners.
• Serve as the key contact and escalation point for clients, internal stakeholders, and the business for all service-related matters.
• Resolve complex client issues promptly and effectively, collaborating across departments to secure alignment and robust outcomes.
• Establish and manage a formal client governance framework covering all relevant products, incorporating measurement and monitoring of service levels and KPIs.
• Improve efficiency and reduce risk by identifying opportunities to enhance the operating model, streamline processes, and influence client behaviours.
• Ensure accurate and timely fee billing for all products and services, partnering with Operations and Billing teams to address queries and maintain transparency with clients.
• Define, lead, and manage remediation where service is not meeting client expectations, ensuring clear ownership, timelines, and communication.
• Act as the client advocate across the business, driving impactful change and ensuring client needs are prioritised.
• Engage in direct client communication at senior levels, brokering successful outcomes to difficult and complex issues, including time-critical events and transaction-driven activity.
• Communicate clearly, concisely, and efficiently with clients and internal partners, providing proactive updates, issue escalation, and management reporting as required.

Requirements

• Experience in client management and presentation, with a proven ability to develop strong, long-term client relationships, ideally with Alternatives managers.
• Confident, articulate, and able to combine diplomacy and assertiveness in leading client meetings and governance forums.
• Strong communication and influencing skills, with the ability to manage effectively across a large, global virtual team and multiple time zones.
• Demonstrated ability to resolve problems in complex and dynamic situations, incorporating input from multiple stakeholders and functions.
• Diligent attention to detail and a strong focus on quality and control in accomplishing tasks.
• Ability to work independently, prioritise effectively, and multi-task under pressure in a fast-paced environment.
• Leadership skills, taking personal ownership of issues, driving accountability, and ensuring timely resolution.
• Proactive approach to identifying and improving sub-optimal processes, with a continuous improvement mindset.
• Strong understanding of Securities Services products and the ability to comprehend client organisation, strategy, and objectives, preferably in the Alternatives space.
• Ability to incorporate risk and control considerations into day-to-day activities and client decision-making.
• Self-reliant and results-oriented, able to manage competing priorities and deliver against deadlines.
• Strong work ethic and positive attitude under pressure, with resilience and adaptability to change.
• Experience gained in operational or client-facing environments within Securities Services.
• Knowledge of CIB products and enthusiasm to deepen expertise across the Securities Services industry.
• Experience managing remediation or change projects and driving continuous improvement initiatives, ideally in a complex, cross-functional environment.
• Demonstrated commitment to delivering high-quality client service and a strong client-first mindset.
• Enthusiasm for professional development, learning, and staying current with market, regulatory, and industry developments impacting Alternatives clients.
• Proficiency in Microsoft Excel, PowerPoint, Word, and Outlook.

Skills

• Client management
• Presentation skills
• Relationship building
• Communication skills
• Influencing skills
• Problem-solving
• Attention to detail
• Leadership
• Process improvement
• Risk and control management
• Microsoft Excel
• Microsoft PowerPoint
• Microsoft Word
• Microsoft Outlook

About the Company

• 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.
• 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.

Equal Opportunity

• 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.