A Client Service Account Manager (CSAM) is the ‘window’ into  J.P Morgan Payments and is the primary point of contact for our clients. A CSAM is responsible for delivering best in class service and strives to achieve 100% client satisfaction by building  deep and meaningful relationships with key contacts within a client’s organization. The CSAM is the client’s champion and is empowered to identify process improvements, opportunities for growth and has full responsibility for delivering regular “Service Reviews” with clients either in person or remotely. A CSAM must develop an excellent understanding of the client’s primary business, the products and services they receive from J.P. Morgan and collaborate with other J.P Morgan key stakeholders to ensure we provide a seamless client experience.

As a Client Service Account Manager in the Financial Institutions Group, you will be responsible for delivering top-tier service, aiming to achieve 100% client satisfaction. You will build deep and meaningful relationships with key contacts within our clients' organizations. In your role, you will gain an in-depth understanding of our clients' primary business, the products, and services they receive from J.P Morgan. Collaborating with other J.P Morgan stakeholders, we will work together to ensure a seamless client experience.

Job responsibilities:

Oversee the client experience across all aspects of their day-to-day relationship with JPMorgan Payments, ensuring satisfaction and engagement. Maintain an accurate and active service temperature check for all clients within the portfolio to monitor satisfaction levels. Identify and address service issues impacting clients, and escalate potential risks associated with client activities as needed. Leverage organizational knowledge to communicate and resolve client-impacting issues promptly and effectively. Develop a deep understanding of the client's business to anticipate their servicing needs and provide tailored support and solutions, acting as the client's advocate. Assist in developing and executing jointly agreed service plans that focus on process improvements for clients. Encourage the use of electronic service tools to enable clients to easily access payment-related information, and participate in business initiatives that enhance the client experience. Represent Manila in interactions with onshore stakeholders, ensuring alignment and collaboration. Collaborate with internal groups and segments to ensure compliance with agreed KPIs. Manage client and stakeholder expectations to ensure the full delivery of services and maintain high satisfaction levels.

Required qualifications, capabilities, and skills:

Strong Customer-facing / relationship management experience in similar area Excellent verbal and written communication skills, including executive communication skills. Advanced knowledge on Treasury products (GACH, Wires, H2H), Payment Processing, SWIFT or ISO2002, Multi-currency clearing. Excellent case and escalation management skills Ability to develop and mobilize internal network, key stakeholders, and associated resources. Strong organizational skills and ability to manage multiple priorities.  Ability to work effectively under pressure. Keen interest in the Banking digital technology transformation agenda In depth understanding of the importance of our Diversity, Equity, and Inclusion philosophy

Preferred qualifications, capabilities, and skills:

Demonstrated experience on Project Management and Process Improvement is a plus.

All application requirements (including updated resume - please include specifics of your career) should be posted, submitted and completed in the Oracle tool.