Vista previa de la oferta
Global Banking - Hong Kong Payments Client Service Account Manager - Associate
mid · Consulting
Join JPMorganChase's Payments Client Service team in Hong Kong and take ownership of a portfolio of financial institution and non-bank financial institution clients. You will be the trusted point of contact for escalations, service reviews, and day-to-day client management. This role suits someone who is client-focused, digitally savvy, and motivated to continuously improve the client experience in a fast-evolving payments environment.
As a Payments Client Service Account Manager - Associate in Global Banking, you will independently manage a portfolio of financial institution and non-bank financial institution clients, serving as their primary contact for payments, account management, and service matters. You will conduct regular service reviews, analyze client data to identify trends and improvement opportunities, and partner with internal teams to resolve issues and drive satisfaction. Beyond day-to-day service delivery, you will actively contribute to process improvement and digital initiatives that enhance client experience and streamline operational workflows — bringing a forward-looking mindset to everything you do.
Job responsibilities
- Independently manage a portfolio of regional financial institution and non-bank financial institution clients, serving as the primary point of contact for payments, account, billing, and account maintenance inquiries in the region.
- Act as the escalation point for large money movements, complex transactional inquiries, and service issues, ensuring timely and high-quality resolution.
- Conduct regular service reviews, presenting data insights, client activity trends, and opportunities to improve straight-through processing rates and reduce manual touchpoints.
- Engage proactively with clients to understand their business needs, identify solutions, and support product penetration and client efficiency improvements.
- Partner with the bankers to support business development activities, sharing client insights and flagging opportunities where additional payment solutions may better serve the client's needs.
- Identify and drive process improvement opportunities that reduce manual and exception-based processing, leveraging digital tools and automation where applicable.
- Use data analytics and artificial intelligence tools to generate insights, improve client reporting, and enhance service delivery workflows.
- Manage risk by monitoring client overdrafts, unpaid bills, account dormancy, and service impacts, escalating issues to appropriate parties as required.
- Manage client-specific projects related to service issues, product changes, and digital adoption initiatives.
- Partner with product, operations, technology, compliance, sales, and implementation teams to deliver the broader business agenda.
Required qualifications, capabilities, and skills
- Bachelor's degree
- Minimum 3 years of experience in client service, account management, or transaction services, with a focus on financial institution or non-bank financial institution clients is preferred.
- Professional proficiency in English, Cantonese, and Mandarin — mandatory requirement given the team's responsibility for serving clients across Hong Kong, China and the broader region.
- Digitally native mindset, with hands-on experience using digital tools, data analytics platforms, or automation tools to improve workflows and client outcomes.
- Strong analytical and problem-solving skills, with the ability to use client data to identify trends, surface insights, and drive improvements.
- Proactive approach to process improvement, with the ability to identify gaps, propose solutions, and implement changes that enhance efficiency and client experience.
- Strong attention to detail, with the ability to manage multiple priorities and meet deadlines in a fast-paced environment.
- Demonstrated cultural sensitivity and awareness, with experience working across diverse client groups and teams.
Preferred qualifications, capabilities, and skills
- Background in process improvement or operational transformation initiatives.
- Hands-on experience with artificial intelligence tools and/or automation platforms
- Experience conducting service reviews and presenting data-driven insights to clients