Job SummaryThe Head of Ireland Client Services is responsible for delivering service excellence to Ireland-based clients by maintaining and improving client satisfaction, exceeding expectations throughout the relationship, and leading the Dublin client service team. Reporting to the Head of EMEA Client Service, the role executes the global client service strategy while supporting a fast-growing client portfolio and driving regional growth by understanding clients’ operating models and enabling scalable expansion through an interoperable front-to-back operating model. A key requirement is understanding how data solutions can improve client efficiency, alongside providing coverage across a broad range of services, executing clients’ short-, medium-, and long-term strategies through change requests and joint strategic projects, managing the fund activity pipeline and management updates, and overseeing escalations; success requires the ability to understand complex requests, summarise them succinctly, influence stakeholders, and drive effective solutions.Job ResponsibilitiesManage client service team based in DublinBe responsible for a portfolio of high growth, dynamically growing clients within the Securities Services businessPartner with our Sales partners to deliver upon growth strategy for the regionRepresent J.P Morgan to clients and within the local industry, influencing outcomes within industry bodies and regulatorsBe accountable for client satisfaction levels within the region and associated management reporting. Formal client management which incorporates measurement and monitoring of service levels, producing KPIs & ScorecardsEnsure queries are resolved with minimum impact to the client and the business, and in a timely and effective manner. This will often involve working cross functionally across several departmentsAct as key contact and escalation point for the team and clients, key stakeholders, and the business for all service-related client mattersAct as the client advocate across the business to ensure their requirements and expectations are understood and factored into decision makingBring thought leadership to our clients, hosting client events, round tables etc.Improve efficiency and reduce risk by seeking opportunities to enhance the operating model and influencing client behavioursEnsure accurate and timely fee billing for all products and clients within the regionBroker successful outcomes to difficult and complex issues.Required Qualifications, Capabilities, And SkillsClient Management & Presentation - Experience in dealing with complex client organisations and an ability to develop strong client relationships. Must be confident, articulate and be able to combine diplomacy and assertiveness in leading client meetings such as service reviews and resolution meetingsPeople Management experience – ability to deliver a regional strategy, support the team of client service managers and be their point of escalationCommunication – Strong communication and diplomacy skills with an ability to influence and manage effectively across a large virtual team at all levelsSeniority – ability to curate c-suite relationships with our clients based on trust and longevity.Problem solving – Ability to resolve problems in complicated, unique and dynamic situations where the analysis of situations or data requires an in-depth evaluation of procedures and associated regulations, with input from multiple stakeholdersPlanning and organising – Ability to work independently and multi-task under pressure.Attention to detail – ability to drill into detail and succinctly summarise for senior stakeholdersGood understanding of regulation impacting the Ireland and broader European marketLeadership – Takes personal ownership of issues, brokering optimum outcomes and holding business partners accountable for delivering to the high levels of service demanded by clients.Proactive – Ability to identify sub-optimal processes such as those that are manual and high risk and working with clients and business partners to developing solutionsKnowledge – Strong understanding of products and the ability to understand the client organisation including their strategy and objectivesDiverse - demonstrate an appreciation of a diverse workforce by using differences to add value to decisions or actions for organisational successAbility to demonstrate inclusion of risk and control parameters in daily activitiesPreferred Qualifications, Capabilities And SkillsStrong presentation capabilities, presenting to senior audiences on strategy, results and complex concepts and solutionsExperience gained in an operational environment particularly focused on Securities Services would be beneficialStrong business acumen and knowledge of security services products including data products.About UsJ.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 FAQs for more information about requesting an accommodation.About The TeamJ.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.
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