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About the Role

Lead service delivery for a diverse portfolio of local, regional, and global clients within JPMorganChase’s Payments Client Service team. You will be accountable for end-to-end client service outcomes, handling complex escalations and partnering across various departments to deliver results. This role suits a leader who is client-focused, decisive under pressure, and able to drive change using data, automation, and emerging tools to improve the client experience and team efficiency.

Responsibilities

Own end-to-end service delivery for a portfolio of payments clients, acting as the senior point of contact and escalation owner for complex issues.
Lead client service governance, including service reviews, performance tracking, and action plans to improve service quality and client satisfaction.
Drive disciplined case management, ensuring inquiries are logged, tracked, prioritized, and resolved within service level commitments.
Analyze client activity and service trends to identify root causes, reduce repeat issues, and improve straight-through processing and turnaround times.
Lead client documentation and account maintenance requests, ensuring timely completion and strong controls.
Partner with sales and coverage teams by sharing client insights and highlighting where additional payments solutions may better support client needs.
Drive continuous improvement initiatives across the team, including process redesign, standardization, and control enhancements.
Identify opportunities for artificial intelligence and automation integration within operational workflows, including evaluating, implementing, or governing AI-driven solutions to deliver scalable improvements.
Coordinate across product, operations, technology, compliance, and implementation teams to deliver client outcomes and support broader business priorities.
Coach and develop team members, setting clear expectations and reinforcing a culture of accountability, risk awareness, and client focus.

Requirements

Bachelor’s degree.
Minimum 10 years of experience in payments client service, account management, transaction banking, or a related role within a financial institution.
Proven ability to lead complex client issues and escalations end-to-end, delivering timely and high-quality outcomes.
Strong stakeholder management skills, with experience influencing across product, operations, technology, compliance, sales, and implementation teams.
Strong analytical and problem-solving skills, with the ability to use data to identify themes, drive root-cause fixes, and improve service performance.
Demonstrated ability to drive change, including process improvement and control strengthening in a fast-paced, high-expectation environment.
Strong communication, negotiation, and presentation skills, with confidence engaging senior internal and external stakeholders.

Skills

Data analysis
Automation platforms
Reporting tools
AI integration
Process improvement
Stakeholder management
Analytical skills
Problem-solving
Communication skills
Negotiation skills
Presentation skills

Location

Sydney

Work Type

Full-time

Experience Level

Vice President
10+ years

Education Level

Bachelor's degree

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 Global Banking business is one of the largest wholesale banking client franchises in the world.
We serve clients, including corporations, governments, states, municipalities, healthcare organizations, education institutions, banks and investors.
Global Investment Banking supports a broad range of corporations, institutions and governments by providing strategic advice, capital raising and risk management expertise.

Equal Opportunity

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.