Securities Services - Client Service Manager - Associate

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. 

Job Summary: 

J.P. Morgan Securities Services offers comprehensive solutions that cover the entire investment cycle, empowering institutional investors to succeed both now and in the future. Our suite of world-class services encompasses custody, fund accounting and administration, middle office services, foreign exchange, liquidity management, securities financing, collateral management, data solutions, and regulatory insights.

With a wide range of integrated investor solutions covering investment strategies, fund structures, traditional and alternative asset classes, and geographies, we provide the expertise, scale, and capabilities to help our clients protect and grow their assets, optimize efficiency, and maximize opportunities in dynamic global markets.

The Client Service Manager (CSM) will be based in our Amsterdam or Luxembourg office working as part of a team that services a broad range of clients globally, including industry-leading asset managers, asset owners and a wealth of diverse clients. The CSM will have assigned responsibilities for ensuring consistent levels of service across all of Securities Services products and services including custody, fund accounting, investment middle office to name a few. They will assist in the preparation, organisation and delivery of monthly client service reviews and other client meetings, and will act as one of the main points of contact for clients. The CSM will assist with the resolution of escalated issues, as well as contribute to the client agenda for growth and change. They will work closely with internal partners to ensure consistent service levels are maintained and advocate for the client’s requirements. The role will be office-based five days a week. 

Job Responsibilities:

• Support Client Service managers with existing client activity and manage small portfolio of clients independently

• Manage monthly client governance processes including the measurement and monitoring of agreed service levels, key performance indicators and RAG ratings

• Work with internal colleagues to create and execute plans to resolve service issues

• Identify opportunities to improve efficiency and reduce risk by enhancing the operating model and influencing client behaviours

• Ensure accurate and timely fee billing as well as timely client payment for all products

• Work with internal colleagues to ensure the client’s priorities, strategy and goals are communicated and the impact is understood and prepared for in Securities Services

• Resolve client queries and issues promptly and efficiently, collaborating cross-functionally with Sales, Operations, Onboarding, Product, and Technology teams

• Travel required to visit clients throughout the year, typically linked to Service Reviews, Due Diligence meetings and strategic relationship meetings 

Required Qualifications, Capabilities, and Skills:

• Product and Industry Experience: 3-4 years of relevant financial services experience, with a foundation knowledge of Securities Services products i.e. custody, fund accounting & administration

• Client Skills: Experience working in a client facing role and ability to prepare for and participate in client meetings. Confident and articulate in leading client meetings

• Communication and Language: Verbal and written communication skills showing the ability to present ideas clearly and succinctly as well as simplify complex issues to both client and internal recipients. Ability to ensure consistent attention to detail. Fluency in Swedish & English language is preferrable 

• Teamwork: Enjoy contributing as part of a team to achieve common goals

• Problem Solving: Demonstrate analytical skills and evidence the resolution of issues, often under time pressure

• Planning and Organization: Capable of working independently, planning and organizing work, managing multiple priorities and deadlines

• Proactive Approach: Able to identify sub-optimal or high-risk processes; collaborate with clients and internal partners to improve the operating model

• Industry Knowledge and Awareness: Demonstrate an interest in global and local current affairs, financial services and the asset management industry

• Risk and Control Awareness: Demonstrate risk and control awareness

• Resilience: Able to thrive in a fast-paced environment and maintain a strong work ethic and a positive attitude under pressure

• Technical Proficiency: Proficient in Microsoft Excel, PowerPoint, and Word

Preferred qualifications, capabilities and skills

• Natural interest and curiosity for the funds industry 

• Knowledge of the European regulatory environment for both Banks and Funds

• Knowledge of Alteryx and Tableau to streamline data analysis and create impactful visualizations