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**JOB DESCRIPTION** Job Description**
The Corporate & Investment Bank Payments Solution Center is seeking a Client Service Manager to join the Mexico Client Service team based in Mexico city. As a Client Service Manager, you will be directly responsible for the day to day operations, client service delivery and management as well as oversight of key controls. Key responsibilities include understanding the products which the client utilizes and how to service inquiries that may arise, identifying opportunities that will improve servicing clients, driving performance against performance metrics as well as driving the appropriate risk focus with the front-line staff. You will manage the team to meet financial goals as well as overall business objectives while partnering globally with the regions where the business operations are located. You will ensure high quality client service and will be directly responsible for addressing escalations from both internal partners and external clients. The role requires extensive cross-organizational reporting, executive communications and interactions with business partners at all levels.
**Roles & Responsibilities**
- Directs the daily activities related to staffing and specialist preparedness. Accountable for implementation of strategic initiatives relative to product strategy as well as staffing and specialist support. Work in partnership with technical counterparts to ensure that appropriate tools and strategies are effectively implemented within the operation.
- Anticipate evolving client needs and develop strategies to meet those needs
- Directly responsible for the team performance, ensuring staff is appropriately trained and supported. Ensure that the team has the tools necessary to maximize the timely and complete resolution of client interactions while meeting client satisfaction standards.
- Evaluate and execute appropriate staffing plans in order to achieve site and product SLA goals.
- Directly shapes client service strategies and execution including the communication and administration of strategic initiatives. Works on cross-regional and cross-functional teams and initiatives.
- Ability to recognize and avert risks to the bank on payment and client data protection related matters and responsible for managing applicable operational risk. Ensures that annual goals are delivered within budget and implements plans to support long-term business objectives. Works with other functional areas to ensure seamless delivery to customers. May coordinate cross functional or operational resources.
- Manage the daily processes regarding the investigation of customer inquiries. This would include overseeing the prioritizing and distribution of work performed by the team.
- Develop a high-performing team. Identify staff development needs while providing timely feedback. Review the development and performance management plans for all team members.
- Maintain, update, analyze and report on production statistics. Review trends and provide recommendations to improve client satisfaction, efficiency, and control.
- Review and make recommendations to sales and product managers on opportunities to improve products and/or delivery of service.
- Ensure risk and escalation procedures are adhered to at all times.
- Perform regular reviews of policies and procedures assuring new processes or process changes are documented and that all processes are tested regularly according to risk management guidelines.
- Responsible for leading and managing multiple projects.
- Works directly with senior managers globally to identify technology, resource and/or process needs.
- JPMorgan Chase is an Equal Opportunity and Affirmative Action Employer, M/F/Disability/Veteran
**Required qualifications, capabilities, and skills**:
- Minimum 4 years of relevant industry and/or functional experience.
- Develop a high-performing team. Identify staff development needs while providing timely feedback. Review the development and performance management plans for all team members.
- Maintain, update, analyze and report on production statistics. Review trends and provide recommendations to improve client satisfaction, efficiency, and control.
- Review and make recommendations to sales and product managers on opportunities to improve products and/or delivery of service.
- Ensure risk and escalation procedures are adhered to at all times.
- Perform regular reviews of policies and procedures assuring new processes or process changes are documented and that all processes are tested regularly according to risk management guidelines.
- Responsible for leading and managing multiple projects.
- Works directly with senior managers globally to identify technology, resource and/or process needs.
- JPMorgan Chase is an Equal Opportunity and Affirmative Action Employer, M/F/Disability/Veteran
**ABOUT US**
JPMorgan Chase & Co., one of the oldest financial institutions, offers innovative financial solutions to millions of con
