Trade Operations - Client Service Account Manager - Associate

Shanghai
Permanent
Full-time

1 month ago

Job Category: Client AdvisoryJob Description:As a Client Service Account Manager (CSAM) you will maintain and enhance best in class Client Service and build relationships with clients in China. The CSAM is expected to have knowledge of all Trade Finance products both international and domestic including Supply Chain Finance. Further, the candidate will be responsible to lead and manage a small team of client service officers.A successful candidate in this role will act as the Client's trusted advisor and put the client first while developing and maintaining partnership with Trade Finance clients with focus on providing transparency within the lifecycle of a transaction.This is a critical role within the Global Trade Client Service Organization required to enhance and improve the overall client experience. This role will act as first point of escalation for all Clients and related Sales/ Banker, other branch Client Service 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 mobilise 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 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.

JPMorgan Chase

Apply Now