Client services program manager job description

Full-time. Onsite position for first six (6) months, with the opportunity to go hybrid.
Function as the Client Manager and Project Manager for assigned projects.
Responsible for: Delivering assigned projects on time, on budget, to a satisfied client; resolving barriers to successful delivery as they arise; set up and run the client kick-off meeting and on-going project team meetings; request resources and ensure projects are scheduled to deliver in a timely fashion; resolve resource conflicts; oversee the implementation of the proposal in accordance with what is proposed; reconcile the proposal with the protocol; manage any scope changes that are needed. Act as the primary client contact, key interface between client and technical team, and manage communications and client expectations, perceptions and satisfaction. Track metrics to ensure the project is on track (hours, dollars, expectations). Resolve (and seek to proactively avoid through good management) client, technical or project performance issues. Organize and manage project post-mortem.
Position is part remote and part office based in the Chicago area.

Essential Duties & Responsibilities
List below the major areas of responsibility of the job in descending order of importance (most important to least important). Indicate the approximate percentage of time spent on each responsibility (note the total of all percentages must equal 100%, 3-5 responsibilities is normal but may vary). Under each responsibility, summarize the specific duties required to perform the job. Give as much detail as necessary to fully explain the job and consider:
Whether the reason the job exists is to perform that function and whether removing the function would fundamentally change the job; Whether serious consequences would arise if someone in this job is not required to perform a particular function/s;
The number of employees available to perform the function or among whom the function can be distributed; and, The degree of expertise or skill required to perform the function.
% of Time
Duties & Responsibilities
20%
Schedule, timelines, milestones, profitability, efficiency
20%
Client management and problem resolution
20%
Communication with all departments
20%
Risk assessment and cost control
20%
Revenue recognition and invoice approval
Choose %
Choose %
100%

Minimum Job Requirements & Qualifications
Describe the minimum level of formal education and experience required to successfully perform the job
as well as any required certification, licensure or registration. KSAs may include language requirements, required computer ability, communications skills, etc.
Educational/Training Requirement:
Bachelor’s Degree or equivalent experience with 2 years of full cycle talent acquisition experience in either agency or corporate setting


Experience:
Driven to successful outcomes, adaptive in times of change, and innovative in face of roadblocks


Knowledge, Skills, and Abilities (KSAs):
Ability to prioritize jobs based on urgency, customer expectations, importance Ability to maintain calm and focused under strict deadline and multi-tasking environments Computer Skills: Microsoft Office Suite (Access, Excel, PowerPoint, Project, Word) Customer service skills Organization and planning Good communication skills Flexibility Team Oriented Decision Making and Problem-Solving Skills Self-motivated


Supervisory Responsibility
List the job titles that directly report to this job (formal supervision).
Project Coordinator Study Directors should have dotted line to PM
Travel Requirements
Estimate the percentage and nature (i.e., domestic or international) of travel; if no travel is required, indicate 0%). 5%


Frontage Laboratories Inc. is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, sex, sexual orientation, gender identity, age, status as a protected veteran, among other things, or status as a qualified individual with disability.
Americans with Disabilities Act (ADA)
PHYSICAL DEMANDS and work environment CHECKLIST
PHYSICAL DEMANDS
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. These may include lifting, pushing, climbing, degree of eyestrain, sitting for extended periods of time, prolonged standing, etc. Frequency refers to the amount of time one is engaged in the activity; please estimate time by checking the appropriate boxes.
Physical Demands
Physical Demand
None
Rarely
Occasionally
Frequently
Constantly
Weight
Standing
X
Walking
X
Sitting
X
X
Lifting
X
Choose weight
Carrying
X
Choose weight
Pushing
X
Choose weight
Pulling
X
Choose weight
Climbing or balancing
X
Stooping, kneeling, crouching
or crawling
X
Reaching with hands/arms
X
Using hands to finger, handle, grasp or feel
X
Talking
X
Hearing
X
Tasting or smelling
X
Repetitive motions
X

The JPMorgan Chase & Co. Military Pathways Direct-Hire Program is a highly selective program that connects top veteran talent to essential roles at JPMC and provides candidates the training, support and exposure they need to grow into future leaders across our most demanding businesses. Military Veterans have a unique set of experiences and leadership abilities that are greatly valued in our organization.
As a member of the Military Pathways Direct-Hire Program, you will receive:

Induction training and acclimation support in your first month on the job 12-months of program support, coaching and career development from our dedicated Pathways team Networking opportunities with your Pathways colleagues Exposure to senior members of the business Professional skills training throughout the year to complement your on-the-job experience

This approach will enable you to create a network and set you up for success as you enter your career at JPMC. To ensure continuous development throughout the program, each candidate will receive mentorship, guidance, and support from your individual manager, program manager, veteran sponsor and many other influential business partners across the firm.

JPMorgan Chase & Co. is a leading global financial services firm with assets of more than $2.7 trillion, over 240,000 employees and operations in over 60 countries. It operates across four business segments including Asset & Wealth Management, Corporate and Investment Banking, Commercial Banking and Consumer and Community Banking
.


J.P. Morgan Asset & Wealth Management, is a global leader in investment and wealth management. Its clients include institutions, high-net-worth individuals and retail investors in every major market throughout the world. The division offers investment management across all major asset classes including equities, fixed income, alternatives, multi-asset and money market funds. For individual investors, the business also provides retirement products and services, brokerage and banking services including trusts and estates, loans, mortgages and deposits.

J.P. Morgan Private Bank advises the world's wealthiest families and helps them achieve their desired goals. Our teams of Advisors deliver advice, solutions and services across investments, wealth planning, credit and banking to help clients build, preserve and manage their wealth over time.

The Client Service Group is responsible for managing and facilitating the daily unique and complex service needs of the Private Bank's client base. Service is delivered in a team-based model with key locations in the US, Latin America, Europe, the Middle East, Africa and Asia.


Position Summary


The Client Service Associate (CSA) role is responsible for maintaining, deepening and enriching client relationships. The Client Service Associate is a client facing role serving as the primary point of contact for all service related needs of a Private Banking client. Client Service Associates work in a complex team-oriented and fast paced environment with advisors, product partners and operations teams to deliver a seamless and integrated approach across all Private Banking products.


Core Responsibilities:


Client Engagement - provide exceptional client service and flawless execution on client requests, inquiries and transactions such as money movement, security transfers, and loan transactions including escalated research requests Risk & Controls - adhere to and maintain the firm's controls policies and procedures and FINRA regulations as well as protecting client assets against potential fraud activities Market Partnership - effectively collaborate with respective client facing teams and internal business groups to deliver and execute client transactions Business Development - proactively review and identify potential business opportunities for clients to engage in additional products and services


Qualifications


U.S. Military Enlisted/Officer background with 4+ years of service 0-5 years of separation from military service FINRA Series 7 and 63 licenses required for the position: preferred upon hiring but offer sponsored training program to acquire within 90 days of hire No relocation assistance is being offered for this role College degree or equivalent relationship or client service experience preferred Experience with a wide array of financial products preferred Demonstrated passion for delivering exceptional client service Excellent communication skills, both written and oral Ability to develop and maintain collaborative relationships both internally and with external clients Skilled in multi-tasking and managing priorities effectively Ability to handle complex and challenging situations from origination to completion Ability to identify and escalate issues Team Player Ability to adapt to a rapidly changing and fast paced business and technology environment Proven ability to operate effectively in a matrix organization with the ability to work under pressure with tight deadlines Proficiency with Microsoft Office Suite (Word, Excel and PowerPoint) and Microsoft Outlook. General comfort level with Internet/Intranet usage and ability to learn proprietary software and databases


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