Join us in shaping exceptional client experiences and driving innovation at J.P. Morgan. 

As a Client Service Manager within the Access Support and Chase Connect team, you are responsible in managing a team of Access Support and Chase Connect managers across Manila and India. The team provides high quality technical support to clients who use JPM Access and Chase Connect platform focusing on platform support, highly complex issues and inquiries, client escalations and data analysis. The role requires extensive cross-organizational reporting, executive communications and interactions with business partners at all levels.   

The COS Solution Center Access Support team provides 24/5 provides product and technical support to clients and internal partners for J.P. Morgan Access and Chase Connect. Responsibilities include assisting clients with various levels of inquiries, delivering product training, incident response management and escalation support. 

 

Job Responsibilities:

Oversee team performance across Manila and India, ensuring staff are well-trained and supported.Ensure the team has the necessary tools to resolve client interactions promptly and meet satisfaction standards.Direct daily call center operations, including staffing and specialist preparedness.Implement strategic initiatives related to product strategy, staffing, and specialist support.Partner with technical teams to deploy effective call center tools and strategies.Evaluate and execute staffing plans to achieve site and product SLA goals.Shape and communicate client service strategies, participating in cross-regional and cross-functional initiatives.Manage operational risk, especially regarding payment and client data protection, and ensure annual goals are met within budget.Oversee investigation and resolution of customer inquiries, including work prioritization and distribution.Identify staff development needs, provide feedback, and ensure effective performance management.Maintain and report on production statistics, ensure adherence to risk procedures, review policies, and lead multiple projects.

 

Required qualifications, capabilities, and skills 

Develop and implement plans to ensure that both staffing and specialist readiness are appropriate to meet client, quality, and performance standards.Coordinate efforts with cross site and cross functional peers to maximize performance levels and efficiencies.Decisions are both strategic and tactical in nature and made with little or no supervision.Approves recommendations on hiring and staffing decisions.Accountable for adherence to budgetary guidelines.Accountable for capacity planning and execution.Supports and leads strategic project groupsManages group to assure risk is minimized.Take ownership of the client problems; clarifies client issues/objections;   appropriately escalates issues for assistance.Ensure that time-sensitive transactions, problem resolutions, and non-standard instructions are handled in a manner that complies within bank and department policies and procedures, and minimize risk/cost to both the bank and client.