• Based on experience
  • Tampa, FL, USA
  • Permanent, Full time
  • JPMorgan.
  • 20 Apr 18

CIB-Treasury Services-Client Service Account Manager, Associate

  • 180024505
  • Tampa, FL, USA
  • Accounting/Finance/Audit/Risk

JPMorgan Chase & Co. (NYSE: JPM) is a leading global financial services firm with assets of $2.6 trillion and operations worldwide. The firm is a leader in investment banking, financial services for consumers and small business, commercial banking, financial transaction processing, and asset management. A component of the Dow Jones Industrial Average, JPMorgan Chase & Co. serves millions of consumers in the United States and many of the world's most prominent corporate, institutional and government clients under its J.P. Morgan and Chase brands. Information about JPMorgan Chase & Co. is available at www.jpmorganchase.com.

Morgan’s Corporate & Investment Bank is a global leader across banking,
markets and investor services. The world’s most important corporations,
governments and institutions entrust us with their business in more than 100
countries. The Corporate & Investment Bank provides strategic advice,
raises capital, manages risk and extends liquidity in markets around the world.


Accountable for a
portfolio of key BBD and or large corporate client’s acting as their Service
contact and escalation point.  By engaging and building strong
partnerships with all contacts (within the Clients Organization) the Strategic
CSAM will look to develop a thorough understanding of their client’s industry,
strategy, business model and operating environment.


The Strategic CSAM will
act as the client advocate and drive internal coordination by partnering with
Compliance, Risk, Sales, Product, Operations and Technology to deliver service
excellence. The Strategic CSAM will also support ongoing overall relationship
health monitoring to forecast client “temperature” and facilitate regular
discussion with Sales.


Role Responsibilities


 Develop Client

  • Act as the clients’ key
    service contact and escalation point supporting their TS business and own the
    service relationship and client experience
  • Coordinate a uniform approach with the
    client, ensuring a consistency of interaction with key client contacts at
    all levels and establish a rapport that allows for joint strategic and
    tactical planning
  • Act as the clients advocate and act with
    integrity and respect at all times
  • Responsible for building and maintaining a
    network of partners throughout J.P. Morgan in order to promote client
    service excellence and support the clients' business strategy. This is
    critical to allow the Client Service Account Manager to take the lead in
    supporting their colleagues to provide the appropriate solution for the
    client base and act as a primary escalation point for colleagues and

Drive culture focused on
quality, efficiency and continuous improvement

  • Proactively identify
    opportunities to work with the client to improve quality and efficiency
    positioning the benefits of these initiatives to maximize engagement
  • Coordinate internally to
    eliminate or minimize client impacts partnering with Sales, Product, Operations
    and Technology to maintain focus and drive positive outcomes
  • Deepen product knowledge to build further understanding of
    the technology and operational activity that substantiates product
    delivery and proactively; identify potential impacts to clients when this
    service is interrupted
  • Manage change readiness potential impacts
    and communications including evaluating the effect of JPM enhancements to
    products, services and technology as they relate to the client’s business.
    Positively position the benefit of these changes on their business, and
    work closely with the client and relevant internal parties to ensure
    client readiness where required.
  • Support junior CSAM colleagues providing
    holistic advice and insight, share best practice and coach to stretch
    service performance standards
  • Strategic management and oversight of
    designated client relationships, across all impacted TS products in order
    to maintain service quality, reference ability, share client
    service/relationship information and manage any virtual teams.
  • Strategic overview of service planning
    activity and actively participate in the management of client visits
    ensuring regular service reviews.
  • Provide effective service plans in
    conjunction with key quality service level indicators. The CSAM will need
    to ensure all action points are updated and met within the target date.
  • Act as knowledge base for clients' current
    and future product, operational requirements
    and work with relevant contacts in Product Management to resolve
    anticipated gaps on a proactive basis.
  • Develop and review monthly management reporting on
    client satisfaction levels and all defined client projects from the
    service delivery teams.
  • Look to transform client service to optimal 'service'
    center through 100% capacity plan completion to highlight in-efficiency
    and use action plans to eradicate. The CSAM should identify strategic
    solutions to support client efficiencies and eradicate manual processes
  • Strategic overview of client related projects and
    manage client change requests e.g. new product integration, market entries,
    client specific process changes.
  • Lead the promotion to engage clients in the
    participation of Client Surveys, analysis of results with follow up
    creation and implementation of actions plans.
  • Co-ordination of all client project on boarding
    activity and restructures including all incremental account and market
    openings. (optional)
  • Ownership of account Maintenance profiles:
  • Documentation e.g. tax docs, mandates.
  • Ownership of technology set ups e.g. JPMorgan Access/

Dynamic leadership

  • Take Ownership for problems and
    escalate to ensure timely resolution whilst leading internally through to

Manage expectations both externally
and internally.

  • Coordinate, control and influence
    activities within Product to realize desired outcome for client.
  • Develop a thorough understanding of
    the clients business, industry and strategy and lead the service agenda to
    further enhance the client experience for these and clients with a similar
  • Partner with TS Sales and Global
    Corporate Bank to achieve the anticipated revenue growth plan. Strong
    communication and partnership
  • Coordinate
    and provide management oversight for all client investigations and issues to
    ensure a coordinated view across all service issues
  • Devise mechanisms to develop strong client awareness
    throughout JPM to ensure internal parties appreciate client sensitivity
    and key influences which may drive client expectation
  • Regularly engage with Sales and the Global Corporate
    Bank as the voice of Service
  • Be aware of other regional Service and Implementations
    activity and partner as appropriate
  • Formulate and deliver communications to both internal
    and external parties, observing approval protocol where required e.g.
    relationship, marketing, compliance etc.

  •  Fluent in Spanish (speaking & writing)
  • Ability to assess “big picture” in complex situations,
    identifying what is critical
  • Demonstrate Leadership and Ownership skills and be
    comfortable interacting at all levels internally and externally
  • Sound awareness of risk issues and knowledge of
    domestic/international Cash Management Business
  • Knowledgeable of global risk and compliance policies as
    well as regional regulations that impact the global relationship.
  • Good presentation skills
  • Drive for innovation
  • Excellent interpersonal skills coupled with an ability
    to use sound judgement to prioritize and act with sense of urgency when
  • The ability to lead complex issues and engage and
    influence at all levels
  • In-depth knowledge of Treasury Services global suite of
  • Strong, proven client management skills
  • Creative problem-solving skills
  • Ability to adapt to changing priorities
  • Keen willingness to travel, sometimes at short notice
  • Strong influencing and negotiating skills
  • Excellent communication skills (both written and
  • Ability to work under pressure prioritizes
    appropriately, meet tight deadlines and juggles multiple demands simultaneously.

Tampa, FL, USA Tampa FL US