Vice President - Client Service Manager jobs in Mumbai at JPMorgan Chase & Co.

Vice President - Client Service Manager

Req #: 190060944

Location: Mumbai, MH, IN

Job Category: Product Management

Key Responsibilities (to include but not limited to):

Provide email enquiry support and/or telephone hotline support to J.P. Morgan customers
Manage email overall SVL and handle escalations
Take ownership and ensure all complaints are escalated appropriately, leveraging the sensitive client process.
Resolve customer issues and queries in a way that reflects and expresses excellent customer service.
Take ownership and provide support and customer service to clients and business areas within JPMorgan.
Liaise with support functions and other business units to ensure the customer receives satisfactory responses in a timely manner (including coordination for FTS support)
Ensure all unresolved problems are escalated in accordance to instructions held on Policy & Procedure website.
Ad-hoc initiatives to improve quality create efficiency or improve client experience

Key Skills/ Requirements:

Time management and organizational skills
Proficient in various desktop and internet based applications
Demonstrated ability to work in a team environment
Strong verbal and written communication skills
Ability to adapt to a changing environment
Excellent interpersonal skills
1 year or more customer service experience in a call center environment
Strong analytical and problem solving skills
Flexibility to support adjustments to work schedule
Ability to quickly adapt and learn new products and technologies
Ability to work in a fast paced performance driven environment
Manage 9-12 team members and provide regular coaching sessions and feedback
To be able to mentor the frontline employees

J.P. Morgan in India provides a comprehensive range of Corporate & Investment Banking, Commercial Banking, Asset & Wealth Management and Corporate functions services and solutions to our clients, executing some of the most important financial transactions and providing essential strategic advice to our clients such as the government, large domestic and multi-national corporations, non-government organizations and financial institutions and investors. India is a key market for JPMorgan Chase globally and our employees in India are a critical part of how we do business globally and are integrated within our businesses. Our Global Service Centers (GSCs) are strategically positioned in Mumbai, Bangalore and Hyderabad to support the firm’s operations regionally and globally. The centers provide comprehensive strategic support across technology and business operations processing to all lines of business and the corporate functions.