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 youll lead diverse client implementations collaborate across functions and drive process improvements for toptier 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 golive 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 toptier clients during onboarding stage ensuring they get a seamless golive experience.

Job Responsibilities

• Work as bridge between Client & frontoffice 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 preonboarding stage and going up to post golive monitoring.
• Work with multiple Operations teams to ensure setup accuracy and also with Tech & others to ensure client pre golive readiness.
• Support client pre golive testing through end to end transaction monitoring to ensure smooth transaction flow across systems.
• Post deal golive 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 daytoday 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 intercompany loan notional pool).
• Familiar with Sanction screening fraud review billing regulatory reporting nostro funding FX and ecommerce & thirdparty payment provided (TP3 client payment flows.
• Flexible to provide support during odd hours and work in night shift whenever required.
• Academically minimum bachelors 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 gogetter as this is an individual contributor role and candidate is supposed to lead the deal & related discussion and other adhoc projects.