Client Service Delivery Lead - Workplace Solutions

Role Overview

The Client Service Delivery Lead is tasked with overseeing service delivery for a designated client portfolio, aiming to ensure outstanding client satisfaction and the seamless provision of services. This position acts as the key liaison between clients and company teams, managing governance practices, operational processes, client onboarding, educational training, and handling escalations effectively.

Key Duties

• Manage comprehensive service delivery for a specific set of clients.
• Foster robust client relationships to maintain satisfaction and fulfill contractual service obligations.
• Coordinate efforts among internal teams to guarantee smooth delivery of client needs.
• Administer governance activities such as organizing client events, preparing meetings, managing calendars, and updating operational runbooks.
• Lead initiatives to standardize client services in line with company strategies.
• Engage in implementation and onboarding workflows, including conducting client training before service launch.
• Identify system gaps and potential enhancements; escalate requests and aid prioritization.
• Supervise corporate actions collaboratively with specialized teams.
• Serve as the primary escalation point for client issues, ensuring prompt resolution and communication.
• Track and present monthly performance and client service metrics to senior leaders.
• Travel as necessary to client locations to support relationship management and service delivery.

Candidate Profile

• Hold a bachelor's degree in business, finance, or related disciplines, or possess equivalent practical experience.
• Excellent verbal, presentation, and listening skills.
• Strong analytical and numerical abilities alongside documentation and process management skills.
• Capable of working independently while managing multiple priorities effectively in fast-paced settings.
• Possess or be willing to obtain Certified Equity Professional (CEP) Level 1 certification.
• At least three years managing or supporting client portfolios in client-facing roles.
• Proven capacity to build collaborative relationships across various teams and business functions.

Core Competencies

• Expertise in client relationship management.
• Commitment to service delivery excellence and operational efficiency.
• Competence in stakeholder engagement and management.
• Problem-solving ability and handling escalations.
• Experience in project coordination and support during implementations.
• Skillful in data analysis and reporting metrics.
• Focus on process improvements and standardization.
• Strong communication and presentation capabilities.

About the Company

J.P. Morgan stands as a global leader in financial services, delivering strategic counsel and products to top-tier corporations, governments, affluent individuals, and institutional investors. The firm is dedicated to cultivating trusted, enduring partnerships to facilitate client success. Inclusive employment practices and a commitment to diversity underpin the company culture, with accommodations for various needs offered as part of their support.

Team Context

The Asset & Wealth Management division provides premier investment management and private banking solutions. Asset Management serves a wide range of clients with comprehensive asset class strategies, while Wealth Management supports individuals, families, and foundations to purposefully manage their finances and fulfill their objectives.