Client Service Manager (Fund Services)

Job description

At J.P. Morgan, exceptional client service is at the heart of what we do. As a Client Service Manager – VP, you’ll build trusted relationships, champion client needs, and drive world-class service at every touchpoint.

Job Summary

Manage a portfolio of asset manager clients across Global Custody, Depository, Fund Administration, Transfer Agency, and ALTS products. Own client satisfaction, collaborate across teams, and drive continuous improvement. This high-impact role demands responsiveness, broad product knowledge, and a relentless focus on enhancing the client experience.

Key Responsibilities

Serve as the primary escalation contact for clients and internal stakeholders. Oversee client portfolios, ensuring exceptional service and proactive expectation management. Lead client meetings, communicate product and system enhancements, and ensure ongoing satisfaction. Establish and manage governance processes, monitor service levels using KPIs and RAG ratings. Drive reduction of billing errors and carry costs; ensure accurate, timely fee billing.

Oversee global initiatives and remediation projects to meet service standards. Mentor and develop junior team members, fostering ownership and teamwork. Resolve complex client issues through cross-functional collaboration. Advocate for clients, driving impactful change and keeping their needs central to decision-making. Identify opportunities to improve efficiency and reduce risk, influencing client behaviors. Represent the client voice for enhancements across stakeholders.

Communicate directly and effectively to broker successful outcomes on complex issues.

Required Qualifications & Skills

Bachelor’s degree. 8+ years in financial services, servicing institutional clients. Strong knowledge of Global Custody, Traditional, Hedge, Private Fund Services, and ALTS structures. 3+ years of direct people management. Excellent communication, presentation, and project management skills. Effective problem-solving and decision-making abilities. Sound judgment and ability to make decisions on behalf of clients and J.P. Morgan.

Preferred Qualifications

Experience in securities services or supporting ALTS clients/products (Client Service, Operations, Onboarding, Product, Fund Administration, Transfer Agency, Depositary, Custody). Knowledge of securities service products and eagerness to expand industry expertise. Commitment to continuous improvement.