Wealth Management - U.S. Private Bank - Client Service Group

at JPMorgan Chase in Newark, Delaware, United States

Job Description

The Client Service Platform Lead will be responsible for supporting many aspects of the global Client Service practice agenda, specializing in onboarding/offboarding, user support, infrastructure projects, employee readiness and change management. The stability of our platform with system access, technology and hardware is a critical enabler to providing first class service in a first class way. In addition, our Practice is impacted by a large number of change initiatives through the year to improve our user and client experiences, drive automation and improve efficiency. Effectively managing these changes to control pace, prioritization, communication, adoption and analytics ensures successful implementation and ability to achieve our outcomes. This role will require an ability to deal with complex business challenges, tight deadlines, competing priorities, and interaction with the management team. In addition to leading a team with high volumes, the real impact is to continue to develop and implement solutions that strengthen business operating models, drive efficiencies, improve experiences and improve efficiency and controls.

As the Platform Lead, you will primarily support the business in the following areas:

+ Lead and manage team of 3 – 5

+ Support onboarding/ offboarding of employees and transition lifecycle with system access, technology and hardware needs

+ Daily oversight of support channels and shared mailboxes

+ Appropriate issue identification, escalation, communication and resolution

+ Complete recurring control and recertification tasks

+ Key partner with several internal partners that support above tasks – access control team, technology design solutions (TSD/BTO), global technology infrastructure (GTI)

+ Identify weaknesses, gaps, and opportunities for process, organizational, and technology improvements – and report the findings in a simple, compelling way

+ Recommend improvements across all aspects of operating model – process efficiencies and technology enhancements

+ Effectively execute approved recommendations with partnership from business, product/platform, risk management, technology, and operational partners

+ Develop robust communication materials including presentations, status updates, and other reports

+ Manage intake process to proactively manage pace and prioritization of change initiatives, partnering with our Learning & Solutions team to optimize employee readiness

+ Provide transparency to Service Leadership, CSAs and Market Partners of upcoming change initiatives

+ Communicate upcoming change events with business benefits and key results targets

+ Represent CSG with other product and project teams to maximize change management and employee readiness

The Platform Lead must understand the Private Bank business, as well as some of the intricacies and nuances of servicing wealthy clients. He/she should be able to establish and utilize a network of key resources within the Private Bank and across various business units. He/she should also have a good working knowledge of available software and presentation tools such as PowerPoint, Excel, and Access, as well as PB business systems (Connect, Case, Payment Connect, Customer Assist, iCRD, etc.).

The ideal candidate will possess an interest in promoting a well-controlled operational environment using innovative strategies coupled by the ability to understand process flows that ultimately support the Private Bank clients.


Must bring a relentless focus on execution and enjoy taking ownership for the delivery of measurable results. Must also exhibit the following qualities:

+ Self starter, high energy, and motivated to innovate the business

+ Positive attitude and easy to work with while delivering on high priority, time sensitive initiatives

+ Ability to forge relationships and build a network throughout the firm

+ Highly inquisitive and solution-focused

+ Discipline to execute tasks while exploring process reengineering

+ Project management experience with proven history of successful implementation and execution preferred

+ Strong analytical and problem solving skills

+ Detail-oriented, organized, and task-oriented

+ Exceptional verbal and written skills

+ Ability to work independently or collaboratively

+ Risk and control discipline

+ Patience to support and continue to educate users

+ Intermediate to advanced Microsoft Excel and Access skills are required

+ Understanding of core business systems (Connect, Case, Payment Connect, Customer Assist, iCRD, etc.) preferred

+ Comprehension of the interdependencies of various PB departments and how each impacts the other(s) preferred


+ 2 years’ experience in a client service or mid-office/operations role preferred

+ 3-5 years of management experience preferred


+ Bachelor’s degree or equivalent work experience

Certification or Registration

+ No FINRA securities licenses are required

JPMorgan Chase & Co., one of the oldest financial institutions, offers innovative financial solutions to millions of consumers, small businesses and many of the world’s most prominent corporate, institutional and government clients under the J.P. Morgan and Chase brands. Our history spans over 200 years and today we are a leader in investment banking, consumer and small business banking, commercial banking, financial transaction processing and asset management.

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.

The health and safety of our colleagues, candidates, clients and communities has been a top priority in light of the COVID-19 pandemic. JPMorgan Chase was awarded the “WELL Health-Safety Rating” for all of our 6,200 locations globally based on our operational policies, maintenance protocols, stakeholder engagement and emergency plans to address a post-COVID-19 environment.

As a part of our commitment to health and safety, we have implemented various COVID-related health and safety requirements for our workforce. Employees are expected to follow the Firm’s current COVID-19 or other infectious disease health and safety requirements, including local requirements. Requirements include sharing information including your vaccine card in the firm’s vaccine record tool, and may include mask wearing. Requirements may change in the future with the evolving public health landscape. JPMorgan Chase will consider accommodation requests as required by applicable law.

Equal Opportunity Employer/Disability/Veterans

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Job Posting: JC216655491

Posted On: Jun 19, 2022

Updated On: Aug 11, 2022