Senior Director of Software Engineering - Workplace Solutions
Aumni
Job Description
This is an exciting opportunity to grow your career as people manager in Payments. Your primarily responsibility will be overseeing client experiences with JPMorgan Payments, providing guidance, and resolving issues by escalating them to senior management when necessary.
As the Client Service Manager - Vice President in the Payments team, you will be managing a dynamic and fast-paced Client Service Account Manager team. You will be responsible for overseeing a team that covers highly sensitive (Fintech) clients, driving performance and fostering a collaborative environment to achieve business goals. Your role will involve developing strategic initiatives to enhance client satisfaction and implementing best practices to streamline operations. Additionally, you will work closely with cross-functional teams to ensure seamless service delivery and continuous improvement.
The role may require travel.
Job responsibilities
- Is responsible for a Client Service Account Managers team and their Client experience across all aspects of their day to day relationship with JPMorgan Payments
- Manages a team of Client Service Account Managers, providing guidance and support
- Escalates any client problems to senior management and take ownership of resolutions
- Identifies and remediates service issues that impact the client and escalate potential risks associated with client activities
- Understands organizational structure to communicate and remediate client-impacting issues promptly and effectively
- Understands the client’s business and ensure the CSAM anticipate their servicing needs and provide appropriate support and solutions (become the client’s champion)
- Employs strategic thinking to improve processes and enhance the CSAM and client experience
- Conducts regular one-on-one meetings with the team to ensure alignment and address any concerns
- Identifies opportunities for product development and enhancement
- Develops internal partnerships (e.g. Sales, Operations, Product); promotes sharing of experience and best practice across the Service team
Required qualifications, capabilities, and skills
- Management experienced - proven track record of managing a team
- Payments product knowledge
- Strong Customer-facing / relationship management experience in similar area
- Excellent verbal and written communication skills, including executive communication skills
- Ability to develop and mobilize internal network, key stakeholders and associated resources
- Keen interest in the Banking digital technology transformation agenda
- In depth understanding of the importance of our Diversity, Equity and Inclusion philosophy
- Strong organizational skills; ability to manage multiple priorities whilst meeting deadlines
- Ability to work effectively under pressure
Preferred qualifications, capabilities, and skills
- Proficiency in additional languages