customer relations Bournemouth, England
Job description
The role will be client facing and own a diverse portfolio of client implementations across CIB and CB International (Commercial Bank) lines of business, covering all client and industry segments, including Multi-National Corporations, Financial Institutions, FinTech and High Growth Tech clients. Deal profiles can include any of the EMEA Payments Products, which may be global in nature. With deal support typically lasting 6 - 12 months there is plenty of variety and opportunities to keep up with client and industry trends.
For each deal, the Onboarding specialist will join the core deal team at the start of the implementation process and have responsibility for consulting with the client and internal partners to deliver a smooth go-live in to production. This consultation leads to a detailed statement of work required to mitigate potential operational impacts that are likely to occur post go-live. The Onboarding specialist will partner internally and with the client to mitigate these potential impacts ahead of go-live and remain aligned to the client for a typical period of 3 months after the implementation end date. Doing so assists with a seamless client experience and help ensure the client is fully utilising the products and services they have been set-up for.
Each deal is closed with a formal post implementation review which demonstrates that the scope and success criteria of the deal have been met, and any organisational learning is completed. This is a critical deliverable to ensure the long-term sustainability of each piece of client business supported.
The Onboarding specialist will partner with all functions within JPM Payments, have influence over the allocation of resource as it relates to executing client transactions, and identify and influence delivery of process improvements in partner functions. There are also opportunities to consult with Sales and Product partners, and clients, in the early stages of potential new business. Advocating GCS+ in this way is a recognised differentiator.
Job responsibilities
Deliver projects for multiple clients simultaneously, contributing to a seamless integration into the Payments organisation- Disciplined delivery of the deal expectations through every stage of the GCS+ project lifecycle
- Timely identification and escalation of issues which could impact Client deliverables, Client satisfaction, or conflict with Operations risks and controls
- Own the resolution of client impacting issues
- Build relationships with Sales, Product, Client Service, Implementations, Operations and Technology partners as a trusted advisor
- Proactively lead continuous improvements delivering balanced solutions that consider client requirements with the broader goals of the firm in mind
Required qualifications, capabilities, and skills
Strong written and verbal communications skills and ability to influence across levels and organisational boundaries- Strong personal organisational skills and governance disciplines are imperative to meet the core deal management deliverables
- Thrives in a fast-paced, client facing, team environment
- Handles multiple events and tasks, making balanced decisions to deliver against conflicting priorities
- Promotes a diverse and inclusive work environment, exemplifying the highest standards of ethics and integrity, respecting individuals at all levels
Preferred qualifications, capabilities, and skills
Understanding of the Payments business, organisation and products- Payments Operations knowledge
- Basic project management disciplines
J.P. Morgan is a global leader in financial services, providing strategic advice and products to the world's most prominent corporations, governments, wealthy individuals and institutional investors. Our first-class business in a first-class way approach to serving clients drives everything we do. We strive to build trusted, long-term partnerships to help our clients achieve their business objectives.
We recognize that our people are our strength and the diverse talents they bring to our global workforce are directly linked to our success. We are an equal opportunity employer and place a high value on diversity and inclusion at our company. We do not discriminate on the basis of any protected attribute, including race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, marital or veteran status, pregnancy or disability, or any other basis protected under applicable law. In accordance with applicable law, we make reasonable accommodations for applicants' and employees' religious practices and beliefs, as well as any mental health or physical disability needs.
