Client Operations Manager - Merchant Services Account Management

If you are passionate about providing comprehensive account servicing support and exceptional client experience for the merchant clients of JPMorgan Chase, you have found the right team.

As a Client Ops Manager within Merchant Services, you will be responsible for leading an Account Management team.  You will be responsible for partnering and collaborating with the leadership team across the Account Management space to ensure consistent processes and controls are followed.  You will supervise the Account Management team and effectively lead Account Managers in providing excellent and efficient service to our merchants.  You will also be responsible for interacting with and supporting Relationship Managers and their leadership and developing strong relationships built on a foundation of trust and accountability. 

Job Responsibilities: 

• Demonstrate excellent understanding of the purposes and operations of the organization and business initiatives.
• Manage the performance management cycle including regular feedback, coaching, and performance excellence.
• Maintain effective and standard operational processes.
• Navigate systems and tools, and partner with cross-functional, cross U.S. teams to solve client problems.
• Operate within established risk parameters/tolerances, and meets internal/external risk and compliance obligations, including completion of required training.
• Display confident client presence via phone and email with the ability to deliver exceptional customer experience by acting with a customer first attitude.
• Provide thoughtful leadership, proactive insights and consultation on strategies to clients within the portfolio, and identifies opportunities for Wholesale Payments collaboration to deliver the full value of the firm.
• Identify business trends using real data, meet project deadlines, follow up on results
• Provide timely responses to client inquiries and assist client in all manners of troubleshooting or maintenance.
• Compile relevant, accurate data into reports or presentations for Relationship Managers, clients, senior management.

Required qualifications, capabilities, and skills: 

• Practicing professional and superior interpersonal skills in all interactions with team, other senior leaders across multiple business segments, and internal and external customers.
• Generating documents of record in support of process streamlining and simplification.
• Understand and assess client needs, troubleshoot issues, quantify downstream impacts.
• Research, champion, advocate and follow through on issues/questions along with having exceptional verbal and written communication skills and strong presentation skills.
• Demonstrated ability to anticipate clients’ issues, own problems on clients’ behalf, and follow through with commitments.
• Ability to build relationships with clients, internal partners, colleagues, and peers to achieve desired outcomes.
• Ability to understand multiple complex systems and processes. 

• Ability to mobilize internal networks and resources to assist is resolving customer service requests.

Preferred qualifications, capabilities and skills: 

• Bachelor’s degree
• 5+ years in team leadership, account management, relationship management, client relations or customer service experience.
• Knowledge of bankcard industry and procedures.
• Strong knowledge of Microsoft Excel, PowerPoint & SharePoint.
• Proven ability to work well under pressure with minimal supervision.

JPMorganChase, one of the oldest financial institutions, offers innovative financial solutions to millions of consumers, small businesses and many of the world’s most prominent corporate, institutional and government clients under the J.P. Morgan and Chase brands. Our history spans over 200 years and today we are a leader in investment banking, consumer and small business banking, commercial banking, financial transaction processing and asset management.

We offer a competitive total rewards package including base salary determined based on the role, experience, skill set and location. Those in eligible roles may receive commission-based pay and/or discretionary incentive compensation, paid in the form of cash and/or forfeitable equity, awarded in recognition of individual achievements and contributions. We also offer a range of benefits and programs to meet employee needs, based on eligibility. These benefits include comprehensive health care coverage, on-site health and wellness centers, a retirement savings plan, backup childcare, tuition reimbursement, mental health support, financial coaching and more. Additional details about total compensation and benefits will be provided during the hiring process. 

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.

JPMorgan Chase & Co. is an Equal Opportunity Employer, including Disability/Veterans

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.