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Securities Services

3 months ago

Copenhagen, Copenhagen, Denmark J.P. Morgan Full time

Securities Services - Client Service Manager - Vice President

Overview
The Client Service Manager role, located in Copenhagen, Denmark, is a key liaison for our clients' servicing needs, ensuring service levels are met and future requirements are understood. This role involves managing a portfolio of operating models, conducting in-depth reviews, and acting as the primary escalation point for client issues. The position also encompasses project work, ad-hoc requests, and managing the client's change agenda. The focus is on meeting the growing demand for data-related services and delivering seamless end-to-end client experiences.

Job Summary:
As a Client Service Manager within our Securities Services team, you will act as a single point of contact, escalation, and advocate for all of our client's servicing requirements. You will work in partnership with internal partners and clients, ensuring agreed service levels are met and future needs are understood. Your mission will be to provide a world-class service experience at every client touch point and achieve quality leadership in the industry through measurable and proven service performance.

Job Responsibilities

  • Manage a portfolio of high growth/complex/strategically important clients within the Securities Services business
  • Ensuring exceptional levels of service to the clients and managing their expectations in coordination with business partners
  • Act as key contact and escalation point for the client, key stakeholders, and the business for all service-related client matters.
  • Ensure complex client issues are resolved with minimum impact to the client and the business, and in a timely and effective manner. This will often involve working cross functionally across a number of departments such as Sales, Operations, Onboarding, Product, Product Development and Technology teams and obtaining "buy in" from the business to meet the clients' needs and achieve a manageable solution
  • Set-up and management of a governance process covering all products that incorporates appropriate measurement and monitoring of service levels, utilising KPI and RAG (Retrieval Augmented Generation) ratings
  • Improve efficiency and reduce risk by seeking opportunities to enhance the operating model and influencing client behaviours
  • Ensure accurate and timely fee billing for all products
  • When the need arises, define and manage a remediation project to address any areas where service is no longer meeting client expectations
  • Act as the client advocate across the business to ensure their requirements and expectations are understood and factored into decision making
  • Communicate directly with clients as appropriate and broker successful outcomes to difficult and complex issues. Communicate in a clear, concise and efficient manner.

Required Qualifications, Capabilities, and Skills

  • Client Management & Presentation - Experience in dealing with complex/demanding client organizations and an ability to develop strong client relationships. Must be confident, articulate and be able to combine diplomacy and assertiveness in leading client meetings such as service reviews or ad-hoc issue/resolution meetings.
  • Communication – Strong communication and diplomacy skills with an ability to influence and manage effectively across a large virtual team at all levels
  • Problem solving – Ability to resolve problems in complicated, unique and dynamic situations where the analysis of situations or data requires an in-depth evaluation of procedures and associated regulations, with input from multiple stakeholders
  • Planning and organising – Ability to work independently and multi-task under pressure.
  • Attention to detail – Diligently attends to details and pursues quality in accomplishing tasks
  • Good understanding of regulation impacting the Danish market and Nordics in general
  • Leadership – Takes personal ownership of issues, brokering optimum outcomes and holding business partners accountable for delivering to the high levels of service demanded by clients.
  • Proactive – Ability to identify sub-optimal processes such as those that are manual and high risk and working with clients and business partners to developing solutions
  • Knowledge – Strong understanding of products and the ability to understand the client organisation including their strategy and objectives

Preferred qualifications, capabilities and skills

  • Experience gained in an operational environment particularly focused on Securities Services would be beneficial
  • Knowledge of CIB products including data products and an enthusiasm to develop their knowledge across the Securities Services Industry

Work location
Kobenhavn O, Hovedstaden,