The J.P. Morgan Wealth Management business is focused on helping investors achieve their long-term financial goals and offers a full spectrum of investment services that includes Chase Wealth Management, serving clients from branches, J.P. Morgan Advisors, advising clients from home offices, a new hybrid advisory unit called Personal Advisors, and Self-Directed Investing - our online investing platform. The combined business has ~$700 billion in assets under Management and ~5,000 advisors who work out of 3,500 branches and 21 offices, across 48 states.

 

As a Client Service Leader you will manage an assigned team and assist with leadership for adjoining DSC teams.  This role will manage a workforce of approximately up to 12 employees focused on ensuring best-in-class client service for all assigned support functions. You will be responsible for leading the day-to-day operations of an assigned team along with working directly with other leaders of the digital service center to ensure assigned functions are completed within established service levels, identify process improvement opportunities, and lead through implementation and ensure all team members have the necessary tools to complete their responsibilities. Additionally, this role will partner with peer teams within the Client Service Center, Advisor Service Center and Business Service Center teams to drive cross team partnerships and efficiencies to help create a best-in-class service center.  The role will also partner closely with the Manila DSC Client Service Leader Associate on functional support opportunities and ensuring partnership & collaboration between Manila and the Stateside Digital Service Center Asset Servicing team to continue driving our Digital Service Center service model.

 

Job Responsibilities:

Lead a team of Direct Reports along with assisting with two adjacent functional teams and the associated front-line managers, to ensure all assigned functions within stated service levels  Drive a high-performance culture to meet the highest standards of quality client service Acting in accordance with the requisite responsibilities in an Associate level management position Serve as the Subject Matter Expert on responsible functions, as well as associated product offerings assigned to this position (i.e., Self-Directed Investing, Account Transfers & Alerts Processing, Secure Message Center, Legal Document Advanced Support processing Responsible for owning assigned work queues/tasks needed to support the product offering and ensuring work is completed within established time frames Assist with the development and implementation of Operational Policies, Procedures, associated Risk & Controls, and Metrics & Reporting on the new operating environment Recommends and implements enhancements to improve effectiveness and efficiency of services and systems Represent the department as well as present business updates to senior management Lead by example to bring our core values to life, specifically the critical focus of creating an inclusive environment where a diverse workforce can thrive Deliver strong business results with a focus on efficiency while evolving the organization to become a strategic asset for the growth plans of J.P. Morgan Wealth Management Execute all objectives within a highly controlled and regulated environment, surpassing all standards, testing, and audits 

Required qualifications, capabilities, and skills:

Must hold or obtain FINRA Series 7, 63/66, Series 24 or 9/10 or obtained within timeframe (i.e. 90 days) as outlined in job offer, in addition to meeting FINRA continuing education requirements Strong knowledge of brokerage industry regulatory requirements, market data and financial instruments Self-starter with a high sense of urgency and professionalism, with demonstrated the ability to handle multiple concurrent issues within strict time frames Strong analytical skills with a close attention to detail, demonstrating a focus on continuous process improvement Excellent leadership skills of employees and projects, with a strong track record of delivering projects and programs of work that drive growth Exceptional communication skills, with internal and external customers as well as team members, and able to collaborate effectively across all levels of the organization Strong organizational skills

Preferred qualifications, capabilities, and skills:

Bachelor’s degree in business administration, Finance, Economics, Accounting, or a related field, or experience in leading brokerage teams, and/or contact centers preferred 5+ years of experience in financial services, preferably with experience in wealth management, a private bank, or a closely related financial services organization, with a focus on customer service and support preferred Prior experience with Chase Wealth Management Brokerage lines of business a plus