CIB_Client Service Manager III-Vice President

Global Client Service Plus - Vice President

Organization Description

The Corporate & Investment Bank is a global leader across investment banking, wholesale payments, markets and securities services. The world's most important corporations, governments and institutions entrust us with their business in more than 100 countries. We provide strategic advice, raise capital, manage risk and extend liquidity in markets around the world.

Global Client Service+ (GCS+) is a newly formed team within our Global Implementation function which offers differentiated service to our TS (Treasury Services) and CB (Commercial Banking) clients spanning across regions. Our mission is to improve the client experience by bringing Operational expertise to the fore, working directly with the client in partnership with our client facing teams. We remain a single point of contact for the client during their integration journey with J.P. Morgan, front to back, collaborating with multiple internal functions such as the Bankers, our own Implementation colleagues, Service and Operation. Our goal is to engage early with the client; to understand their expectations from JPM, to understand any challenges with their incumbent bank, to identify early exceptions for better solutioning and to target zero manual touch processing and service across the complete payment cycle.

Employer Description

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.

Key Responsibilities

• Take complete ownership to support onboarding new clients (including e-commerce / TP3 / TPX names) and supplement implementation across all Asia locations


• Client deal engagement and participate in client meeting / visit and CDMC deal review


• Spearhead RTT (Ready To Transact framework) for APAC deals, co-ordinate and support client setup, Production Verification Test, Go Live monitoring and post go live metrics review


• Perform detailed requirement analysis and Operational Due Diligence, work for optimal solution with minimal manual touchpoints or exceptions, payment flow analysis to improve Turnaround Time, and perform Vulnerability Assessment for End-To-End Solutioning



• Post Go Live review of KPIs (STP, OFAC, Investigations, Client queries) and responsible for remediation and improvement


• Provide weekly client scorecard to track client onboarding experience from front to back


• Work with Billing team on client billing set up, monitoring post production issues related to billing and continuous process improvement


• Provide co-ordination between the various business partners, including Client Implementation team, In-country Operations, Hub Operations, Product Management, Client Service etc., to ensure consistent transformation plan, seamless execution and strong partnership


• Lead a team of professionals and build a cohesive team to deliver local, regional and global goals and objectives


• Build exceptional relationship with business partners and stakeholders


• Presentation of business updates to Senior LOB Executives

Skills Required

• At least 12 years of working experience in Cash Operations; client-side experience will be a good value add.


• Demonstrates good understanding of e-commerce / TP3 / TPX business operation, country specific regulatory requirements and supplement client & franchise with innovative on-boarding and operational support solution


• Full understanding of Treasury Services business, operations, dealing with e-commerce / TP3 / TPX on-boarding and technology strategy, as well as payment, deposit and liquidity products

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• Strong analytical skill, self starter and drive transformation independently


• Proven leadership experience and ability to use appropriate methods and flexible interpersonal style to motivate and build a cohesive team for achieving team objectives


• Proven ability to implement and manage change across direct units as well as remote units


• Proven ability to identify opportunities and promptly initiate action and escalate potential risks to minimize loss


• Strong communication and presentation skills; ability to communicate pro-actively and openly with internal and external business partners - to executive level


• Effective delegating, planning and time management skills to meet deadlines and team objectives


• Willingness to take ownership and accountability to deliver business goals independently - execution to achieve specific desired results


• Adaptability in maintaining standards and adjusting effectively to operate within new work structures, processes or requirements


• Ability to effectively address and manage conflict to help improve client experience

JPMorgan Chase & Co., 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 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.