Job Description

JP Morgan Wealth Management
Global Head of Client Service
Managing Director
The Global Head of Client Service is responsible for leading the Client Service organization across the Ultra High Net Worth and High Net Worth client segments. The Head will work directly with members of regional leadership teams and market managers to ensure that the Service practice is aligned with global business priorities and strategy.  In his/her role, the Head is responsible for managing the organization's client service strategy and performance of people and processes to achieve the highest level of client service, across the globe with a team size of approximately 1000 full time employees.
  • Working in conjunction with the Global Private Bank's senior leadership team and market managers, manage the Client Service strategy and growth, ensuring that the client experience is high quality, high touch and increasingly focused on delivering a seamless and integrated client experience
  • Coordination for approach to supporting the business and service growth agenda, ensuring that Regional Client Service Managers, Client Service Managers and Client Service Associates (CSA's) are actively engaged with their markets and focused on service
  • Oversee the strategy and approach to managing daily work volumes and transactions, focusing on accuracy, timeliness and compliance with regulatory requirements and internal controls; transaction approval at specific escalation thresholds
  • Drive critical change in adaption of new technology platform
  • Focus on continuous improvement by identifying process, procedure and technology gaps and opportunities; lead projects specific to Client Service and provide representation on projects of broader impact
  • Ensure that robust metrics and reporting are available to measure service quality and the strength of our control environment; hold all members of the practice accountable for reaching established measurement objectives
  • Ensure disciplined approach to performance development, holding managers accountable for delivering regular, ongoing performance feedback and for addressing staff training and development needs
  • Represent Client Service interests as part of the technology and operations agenda, ensuring that systems, policies, procedures and service level agreements enable us to deliver a Private Bank client experience and promote efficiency
  • Work with partners from Business Risk Management and Compliance to establish/ maintain a robust control environment
  • Oversee project portfolio for projects impacting region where Service is a sponsor or key stakeholder
  • Represent Client Service on all relevant regional and national committees and working groups


  • Extensive experience (15 years) managing large complex service functions or equivalent management experience at a senior leadership level
  • Must currently hold Managing Director or external equivalent
  • Series 7, 63 and 24 licenses required for the position; preferred upon hiring but must be obtained within designated time period
  • Strong leadership and management skills; ability to lead significant change efforts and articulate strategy across multiple regions. Deliver Client Service vision with enthusiasm and commitment to build well-defined strategies and pursue long-term goals with energy and tenacity
  • Dynamic and credible professional who communicates with clarity and has exceptional presentation skills
  • Solid comprehension or ability to quickly learn the Private Bank's range of products and services as each applies to specific market and region business segments. Products include: deposits, banking, brokerage, custody, investment management, fiduciary, mortgage, mutual funds, credit, foreign exchange and private investments
  • Excellent judgment and decision making skills
  • Excellent oral and written communication skills
  • Must understand the strategic impact of the regulations, policies and procedures related to these products and services, and how to integrate changes into existing infrastructure
  • Strong interpersonal skills; ability to quickly build strong relationships with other senior managers, members of the integrated team and other internal partners
  • Ability to adapt to and lead in a rapidly changing business and technology environment
  • Disciplined approach to managing metrics and reporting
  • Strong comprehension of how data and information flow through the firm's systems and an in-depth understanding of operation roles and inter-dependencies
  • Strong project management skills; must be able to engage all participants and meet deadlines/deliverables

Application Instructions

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