Client Services Associate - Mumbai

If you are passionate about delivering exceptional client service and are eager to make a significant impact, this is the role for you! Join our dynamic team as Onboarding Support Manager in Global Client Service+, where you'll lead diverse client implementations, collaborate across functions, and drive process improvements for top-tier clients. The team collaborate with Implementations, Sales, Product, and Client Service to conduct comprehensive scoping of implementations, proactively identifying and addressing potential challenges before the go-live stage.

Job Summary:

Global Client Service+ (GCS+) is a team within Client Onboarding and Service function that offers differentiated service to our GCB (Global Corporate Banking) and CB (Commercial Banking) clients spanning across regions. Our mission is to provide best in class client experience by bringing Operational expertise to the fore, working directly with the client in partnership with our client facing teams.  We remain a single point of contact for the client during their integration journey with J.P. Morgan, front to back, collaborating with multiple internal functions such as the Bankers, Implementation, Service and Operations. Our goal is to engage early with the client; to understand their expectations from JPM, to understand any challenges with their incumbent bank, to identify early exceptions for better solutions and to target zero manual touch processing and service across the complete payment cycle.
As a GCS+ Manager, you shall be responsible for handholding top-tier clients during onboarding stage, ensuring they get a seamless go-live experience.

Job Responsibilities

• Work as bridge between Client & front-office teams on one side and Operations & other internal teams on the other hand, thereby enhancing overall client experience.
• Attend client meetings along with Sales & Implementation to understand client requirements and accordingly provide inputs in crafting solutions.
• Handhold marquee clients/sensitive deals starting from pre-onboarding stage and going up to post go-live monitoring.
• Work with multiple Operations teams to ensure set-up accuracy and also with Tech & others to ensure client pre go-live readiness.
• Support client pre go-live testing through end to end transaction monitoring to ensure smooth transaction flow across systems.
• Post deal go-live, review key performance indicators to fix routine issues and ensure straight through processing.
• Analyze weekly/monthly metrics to ensure client is trending green on key parameters.
• Presenting progress updates to Stakeholders on clients in scope of our monitoring
• Regular Management updates on day-to-day work.

Required qualifications, capabilities and skills:

• 10 years on experience in Banking industry.
• Sound knowledge of international payments (Swift, CHIPS, Fedwire), domestic payments (ACH, GIRO, NEFT, CNAPS, BACS, SEPA, etc.) and Liquidity (sweep, inter-company loan, notional pool).
• Familiar with Sanction screening, fraud review, billing, regulatory reporting, nostro funding, FX and ecommerce & third-party payment provided (TP3) client payment flows.
• Flexible to provide support during odd hours and work in night shift, whenever required.
• Academically, minimum bachelor’s degree in commerce or related discipline from a reputed university.
• Good command over English language, as this role involves communicating with Client, Front Office teams, Operations and other internal stakeholders.

Preferred qualifications, capabilities and skills:

• Sound knowledge of MS Office (word, excel, PowerPoint). Understanding of AI tools (e.g. Xceptor, Alteryx, Python, etc.) would be an advantage.
• Good presentation skills as this role involves attending meetings with Client, Front Office teams and other internal stakeholders.
• Analytical mindset as this role requires churning numbers and present meaningful outcome & trends to Mgmt & stakeholders.
• Candidate should have decent negotiation & influencing skills as this role requires ensuring completion of work by other teams.
• Should be a go-getter as this is an individual contributor role and candidate is supposed to lead the deal & related discussion and other ad-hoc projects.

JPMorganChase, one of the oldest financial institutions, offers innovative financial solutions to millions of consumers, small businesses and many of the world’s most prominent corporate, institutional and government clients under the J.P. Morgan and Chase brands. Our history spans over 200 years and today we are a leader in investment banking, consumer and small business banking, commercial banking, financial transaction processing and asset management.

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.