Job ref no.: CT3128817-01#6086

CIB - Securities Services - Client Service Product Manager - Associate

JPMorgan Chase Bank, N.A.

The Triparty Collateral Service organisation resides within the Trading Services LOB, part of the broader Securities Services business of J.P. Morgan. It provides a scalable end-to-end suite of collateral services across transaction types and asset classes, delivered through J.P. Morgan's cutting edge technology platform, and supported by an integrated high-touch client service model.

The APAC Client Service team, managed from Hong Kong with local offices in Sydney and Tokyo, who provide local staff coverage and expertise, is looking to hire an additional Client Service representative in Hong Kong. The Client facing team supports large, complex and demanding Client relationships spanning the APAC region. Client Service representatives report into the regional head of Client Service in HK, working within the Product Management team for the business, ultimately responsible for the Product P&L. The Client Service team therefore form the voice of the client within Product Management team.

This role will be based in HK and predominantly focus on clients within Hong Kong and South East Asia but will also work closely with the Tokyo and Sydney teams to grow the business and deliver excellent client service. Japanese language is highly desirable.

The individual will cover a cross section of clients within the region, working in partnership with all areas of the organisation, including Sales, Product Managers, Product Development, Operations, Client Onboarding, Network, Technology and the wider global JPM Client Service teams. This will best support an end-to-end understanding of the business operating model, product offering and development pipeline. Good interpersonal, teamwork and networking skills are therefore essential.

The individual will be responsible for incremental client revenue growth and partner closely with Sales in new business development, as well as improving, developing and retaining existing client relationships, whilst maintaining a strategic understanding of the client's business and operating model.

Client Service will also act as the client's senior escalation point and will manage, communicate, own and work with others to resolve significant client issues whilst partnering with JPM Operations and Technology to promote the identification of continuous service improvements.

The Client Service representative also has overall accountability for ensuring the client's global service requirements are achieved end-to-end within Securities Services and in partnership with other LOBs. Client Service are the client's senior contact and trusted advisor on all Product and Service related matters and therefore communicate at all levels within the client organisation, from Traders to Network and Operations.

Responsibilities
 

  • Senior client-facing role with overall accountability for ensuring all the services provided to the client are achieved end-to-end
  • Primary contact and trusted advisor to Client's senior decision makers
  • Maintains strategic understanding of Client's operating model
  • Maintains comprehensive understanding of market, vendor and regulatory implications to the Client's operating environment
  • Sets the commercial priorities for the Product, aggregating individual client feedback on new client solutions
  • Senior escalation point for Client and Internal J.P. Morgan teams
  • Helps navigate J.P. Morgan on behalf of the Client
  • Proactive management to identify trends, issues and opportunities
  • Conduct regular client interaction that captures service levels, client and market trends, client platform requirements and feedback, wallet share, portfolio mix and Product contribution to cost
  • Gathers intelligence on the Client and disseminates internally
  • Oversees performance against agreed Client expectations
  • Seeks opportunities and responds to initiatives to improve service levels and improved efficiency for J.P. Morgan and the Client
  • Improves and retains the Client relationship, driving additional sales opportunities and supporting Sales for new Client business
  • Facilitates Client presentations and training for new products/markets which best meet the Client's needs
  • Manages dealing with highly complex, demanding Client organisations
  • Develops awareness and understanding of Regulatory regime and impact on the Client, the business and the industry

Required Skills

 

  • Fluent / native English, spoken and written are essential - Japanese language highly desirable
  • Excellent client service skills. Business development / sales experience desirable
  • Strong executive presence, strategic thinking and influencing skills (both within JPMorgan and with the Client), including the ability to negotiate
  • Excellent presentation skills, with the ability to engage a senior-level audience
  • Superior written and verbal communication skill. Able to easily adapt communication style in different situations
  • Is able to summarise, simplify and communicate detailed and complex information to a broad range of team members or clients across the seniority spectrum, whether verbally or written
  • Demonstrates both partnership and assertiveness, can delegate and strategically think
  • Proven experience in delivering on commitment to Clients
  • Awareness of Tri-Party Collateral Management, SBL, Securities Lending and repo markets or ability to learn these quickly
  • Prior experience interacting with multiple functional areas across Product, Operations, Technology, Legal, Risk and Sales
  • Strong analytical skills
  • Strong ownership, positive attitude and self-motivation, proves to be accountable
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.

 

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. In accordance with applicable law, we make reasonable accommodations for applicants' and employees' religious practices and beliefs, as well as any mental health or physical disability needs.

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More job information
Job ref no. CT3128817-01#6086
Salary
Job Function
Industry
Employment Term
  • Permanent
  • Full-time
Experience
  • 0 year - 5 years
Career Level
  • Middle management level
Education
  • Degree