Client Service Brokerage Manager

JPMorgan Personal Investing Europes leading Digital Wealth Manager with over 10 billion Assets Under Management and 300000 global investors operates with the agility of a start-up within a leading financial institution. Were on a mission to ethically disrupt the UK financial services market empowering our customers to maximize their money through our innovative mobile banking app and dedicated customer support. As a J.P. Morgan company we complement Chases digital bank in the UK focusing on customer-centric offerings in investments and digital wealth management.

As a JPMorgan Personal Investing Client Service Brokerage Manager in JPMorgan Personal Investing Client Service you lead and develop a team of client service specialists to deliver consistently strong client outcomes in brokerage. You shape an engaging inclusive high-performing culture while running day-to-day operations and supporting your team through complex client needs and escalations. You partner across the firm to remove obstacles improve processes and deliver results with strong risk controls compliance and regulatory standards.

Job responsibilities

• Leadday-to-day team operations including coaching timekeeping recognition performance management and disciplinary actions when needed.
• Createan engaging inclusive employee experience and a culture where people feel supported to do their best work.
• Lead support for brokerage service inquiries across core topics such as corporate actions security pricing and quotes fees and charges and trade economics.
• Guidethe team on client inquiries related to tradable instruments and product eligibility including equities EFTs and mutual funds.
• Handleclient escalations complaints and complex service inquiries with professionalism and empathy through to resolution.
• Conductcall observations and quality reviews to improve service delivery and client outcomes.
• Developemployees through regular coaching and career development conversations.
• Recruitandonboardnew team members through structured interviewing and onboarding support.
• Schedulestrategically andprovidereal-time floor support to meet service levels and operational needs.
• Resolveissues through research investigation and follow-through with appropriate partners.
• Driveprocess improvements and projects whilemaintaininga strong risk and controls environment. Buildandstrengthenpartnerships across the firm to improve client experience and operational performance.

Required qualifications capabilities and skills

• Demonstratedbusiness and investment knowledge including knowledge of investment products.
• Extensive financial services experience with brokerage and self-directed investing exposure.
• Proven ability topartner network and influencestakeholders to drive outcomes.
• Strong capability tomotivate coach and developemployees at individual and team levels.
• Ability tomanage multiple prioritiesin a fast-paced environment and adapt quickly to change.
• Consistentrisk mindsetand strongcompliancerecord while delivering results with proper risk management.
• Strongcommunicationskills with a highly professional presence including presenting information clearly.

Preferred qualifications capabilities and skills

• Experience leadingquality assuranceandcoachingprograms.

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