Client Service Manager

Job Description

CAO Overview JPMC s Corporate & Site Services (CAO) organization proactively works with line of business colleagues to identify and partner with users and suppliers who can provide the best service, quality, and capabilities to support JPMC s business needs. CAO is a highly dynamic global organization comprised of multiple functional areas including Sourcing, Third Party Oversight, Procurement Operations, Payment Operations, Supplier Management, Supplier Diversity, Travel Services, Corporate Insurance, Amenity Services and Global documentation. CAO Customer Experience CAO Customer Experience , to partner with the other CAO functions in order to optimize and improve the experience and digital service delivery that CAO provides to the tens of thousands of JPMC line of business colleagues that CAO serves ( CAO Customers ). Key areas of focus will include:
• Query resolution with highest levels of CAO Customer satisfaction through multiple customer support channels (emails, chats, calls, etc.)
• Support and Uplift current CAO Helpdesk structures across CAO
• Understanding step-by-step experience CAO Customers undergo when engaging CAO
• Identifying and implementing process improvements to quickly resolve CAO Customer pain points
• Providing the best customer experience to CAO Customers utilizing CAO services
• Delivering CAO services that are easy to find, easy to access, easy to understand, and easy to use
CAO services include, but are not limited to, identifying the best practices to support business needs, purchasing goods and services from new and existing suppliers, mitigating risk in supplier relationships, paying suppliers seamlessly, managing employee travel and related expenses, and work closely to resolve queries and issues relating to insurance, amenity and document services. CAO Customer Experience will further help to drive a culture of Customer Obsession and One CAO . Position Summary The CAO Customer Experience Representative will serve on a CAO Customer Support team responsible for ensuring a superior customer experience by serving as a primary resource for customer related inquiries. The Customer Experience Representative will become familiar with the end to end CAO Services and related systems, processes, and policies and procedures in order to solve, redirect, and/or escalate customer inquiries in an expedited manner. The CAO Customer Experience Representative will support resolution of an inquiry from start to finish and ensure frequent status updates to the customer. Examples of customer inquiries include questions about when to engage CAO, issues pertaining to CAO function end to end; it can be anything from delays in paying a supplier/employee T&E expense, concerns with CAO service levels covering corporate insurance, amenity and global documentation, trouble accessing or navigating CAO systems, physical sites, locations, areas, etc.The CAO Customer Experience Representative will further partner with other/BAU CAO help desks, CAO training teams, and cross-functional CAO colleagues to identify process improvement opportunities and enhanced training resources that can reduce and/or eliminate customer pain points. Key Responsibilities:
• Oversee day to day responsibilities of the Customer Care Specialists
• Train and develop Customer Care Specialists while improving the overall performance of the team and establishing short and long term individual and team objectives
• Ensure Customer Care Specialists are completing work activities timely and accurately using various support channels i.e. emails, chats, calls, etc.
• Serve as an escalation contact for the Customer Care Specialists by aiding the Customer Care Specialists to resolve customer inquiries in an efficient and professional manner
• Assist Customer Care Specialists to proactively identify, assess, and prioritize customer needs and remediation efforts
• Serve as a liaison between customers and other CAO colleagues to address customer inquiries
• Understand the end to end CAO services and corresponding customer touch points and handoffs
• Propose process improvement ideas to eliminate root causes of customer pain points
• Develop and implement strategies to improve processes and customer servicing across CAO
• Support requests on customer inquiry related reporting and analytics
• Help the team achieve the highest levels of customer satisfaction while meeting team s service level standards
• Conduct regular team check-ins and meetings
• Present team updates (workload, performance, capacity, etc.) to the CAO Service Delivery Lead
• Assist the CAO Service Delivery Lead with team planning, structuring, and resource allocation
• Provide other ad hoc customer care support as requested by the CAO Service Delivery Lead
• Support verticals in Customer Experience organization on priorities and book of work assignments
• Support and contribute on work stream calls led by Customer Experience leads
• Partner with onshore customer specialists and leads managing daily workflow and project assignments
• Taking additional responsibility of locally managing a team or group of people
Qualifications:
• BCOM/BA/BS in business or related field with minimum of 10 years of work experience
• 4 to 5 years in customer/client service, procurement, operations, or other customer facing roles
• Experience leading high performing teams or complex initiatives
• Strong people manager skills with the ability to lead varying personalities and levels of experience
• Proven ability to deliver high levels of customer satisfaction
• Strong interpersonal skills that can adapt and work well with diverse sets of situations and people
• Demonstrated ability to work well under stressful and high demand situations
• Ability to build relationships and interface effectively with cross-functional employee groups
• Experience interfacing with various corporate levels
• A proactive approach to problem solving, taking ownership, and follow through
• Strong written and verbal communication skills with strong attention to detail and accuracy
• Solid listening, analytical, critical thinking, and decision making skills
• Ability to influence and negotiate while working in a dynamic team environment
• Highly organized with strong sense of urgency
• A self-starter who can work independently
• Ability to learn new systems and processes quickly
• Ability to continuously improve results
• Excellent prioritization, multi-tasking, and time management skills
• Proficient in MS Office (Outlook, Excel, Word) SharePoint knowledge a plus
• Previous experience with Ariba/SAP a plus
• Previous experience with ServiceNow or similar help desk tools a plus
• Flexibility to work in shifts across 3 regions (WHEM, EMEA, APAC)
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Keyskills :
workshopspare partssalescustomer servicems officetravel services