Trade Operations - Client Service Account Manager - Associate

ce team and Operations. The incumbent will work closely with Operations and Front-office managers in the country to manage all client issues.

Responsibilities:

• Manage life cycle of transactions after Sale
  • Building relationships with the Operations staff
  • Ensure transactions are timely processed based on client SLA and client expectations are managed
  • Help streamline text review coordination with Ops/Advisory
  • Track the Operations turnaround times and quality for all APAC transactions
  • Ensure to reply all client inquiries within SLA and closing of cases in Client service application.
  • Ensure reporting of all cases timely (both email and Phone inquiries)
  • Adherence to SOP on the client service procedures.
• Coordinate escalated issues, both operational and client oriented:
• Analysis of customer behavior - Service review for discrepancy management

  • Number of refusals, discrepancy trends, response time, past due fees, reporting of complaints, compliments.

o Reporting of outstanding transactions with clients

• Escalate client concerns and any issues to Sales

• Streamline processes in line with Trade priorities and feed into relevant improvement channels

• Support sales and client visits by producing stewardship report (volume, issues, fees collected, etc.)

• Account Management

  • Develop, maintain and broaden partnerships with Clients

  • Understand Clients' business to predict their needs and provide appropriate solutions

  • Proactive outreach to platinum clients

  • Assist in developing and executing strategic Client plans

  • Promote use of self-service tools to reduce number of Client inquiries

  • Analyse payment and associated activities in order to identify efficiencies and cross sell opportunities

  • Promote sharing of experience and best practice across the Service team

• Participate in and support Global Trade Finance initiatives

• Identify opportunities for product development and enhancement

• Develop internal partnerships (e.g. Sales, Operations, Product, Securities Services)

• Identify and escalate potential risk associated with Client activities

• Record all Client interactions (e.g. calls, meetings, issues, proactive communications)

• Escalate client concerns and any issues to Sales (i.e., encryption emails)

• Participate & Present in client events

• Conduct client training with Sales & Product teams

  • Provide support to local operations

Qualifications:

• Minimum of 10 years of Global Trade experience; must have a working knowledge of Trade Finance products and services offered

• Proven leadership skills and capable of delivering exceptional performance under pressure.

• Strong focus on client satisfaction and the building of excellent relationships with our customers

• Excellent planning and organization skills

• Comfortable working within tight deadlines

• Ability to operate in a collaborative environment and must possess strong interpersonal skills necessary to work effectively with colleagues at various levels of the organization

• Ability to develop and mobilize internal networks and resources

• Ability to effectively use and manage multiple systems

• Add-on proficiency in local language preferred

ABOUT US

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. We also make reasonable accommodations for applicants' and employees' religious practices and beliefs, as well as mental health or physical disability needs. Visit our FAQs for more information about requesting an accommodation.

ABOUT THE TEAM

J.P. Morgan's Commercial & Investment Bank is a global leader across banking, markets, securities services and payments. Corporations, governments and institutions throughout the world entrust us with their business in more than 100 countries. The Commercial & Investment Bank provides strategic advice, raises capital, manages risk and extends liquidity in markets around the world.