Client services vice president job description

The Vice President of Epiq's US settlement administration segment is the senior leader for project management. Reporting to the Epiq's General Manager, this role will be able to work remote.

The Vice President oversees over 300 client services employees who manage over 400 active engagements. The team works closely with law firms, corporate clients, special masters, and courts to ensure administrative compliance with the terms of the parties' settlement agreements. The Vice President must ensure successful execution of these engagements.

The Vice President must lead by example with the highest professional standards and a sincere commitment to maintaining and enhancing long-term, repeat business relationships among satisfied clients forged by service delivery excellence. The selected candidate must possess exceptional executive presence and be accepted by senior decision makers within multiple market segments, including government agencies, major financial institutions, law firms and in the legal departments of large corporations, as a sophisticated consultant and colleague.
Responsibilities
Serve as the senior leader for the day-to-day project management and operations on all settlement administration projects.Manage 4-6 direct reports and oversee a broader team of more than 300 employees.Serve as a senior liaison on key client engagements, working alongside the senior leadership team to develop executive relationships within the market. Actively participate with the Sales team on business development efforts.Serve as senior liaison and executive sponsor on key corporate initiatives; for example, [with IT] to enhance and upgrade technology; [with Finance/Accounting] to implement new software and/or processes to improve client invoicing; or [with HR] to deploy new training modules and other programs to assist employees.Establish and maintain departmental best practices. Set organizational goals and ensure achievement of deadlines.Oversight on client-specific projects ensuring collaboration and aligned partnership with internal teams to provide clients with industry-leading service.Collaborate with SVP Operations and SVP Technology to maintain internal leadership alignment and cohesiveness of initiative and work priorities.
Primary responsibility for budgeting, forecasts, timelines, technology, resource allocation and overall service excellence, including reporting to ECA executives on same.Serve as escalation point for critical client or internal issues.
Actively work to build and mentor highly motivated, enthusiastic and skilled teams.
Oversight on: (a) hiring for all functions; and (b) managing staff (i.e., training, goal setting, performance reviews, employee discipline).Budget setting and management responsibilities, including Annual Operations Plans and Strategic Initiatives.Lead and inspire outstanding employee performance and engagement.

Requirements
Ten or more years of experience in leadership positions within the legal industry, financial services industry and/or settlement administration industry.
Bachelor's degree or equivalent experience required. Legal degree and/or master's degree (e.g., MBA) desirable, but not required. Strong financial acumen with experience managing budgets and forecasting.Well-developed and proven skills in project management and client engagement.Strong interpersonal skills and an ability to connect with both employees and clients. Experience working with lawyers in a professional capacity strongly desired.
Proven ability to understand customer needs and translate them into workable operational processes to support service delivery. Ability to direct multiple project teams for multiple clients to ensure high quality completion of all work.Strategic thinker, eager for career growth and advancement.Strong written and oral communication skills with a proven ability to influence both at a strategic leadership level and cross functionally.Critical thinker with intellectual curiosity, strong track record of structuring and solving complex problems.
Ability to attract and retain top talent.Ability to travel domestically and internationally, as needed.

Leadership Competencies

Client Focus - Engages with the clients, both internal and external, and their needs as a primary focus; builds a sustaining collaborative and productive relationship with clients; seeks to understand client situations, issues, expectations, etc.; takes appropriate action to meet client needs and address concerns; implements or utilizes methods to monitor and evaluate client feedback; appropriately meets client needs without jeopardizing business outcomes or results.
Building Effective Partnerships - Identifies opportunities to build strategic partnerships with individuals in other areas of the business in an effort to achieve business goals; identifies partnership opportunities through analysis of business needs and relationships that may enhance success; develops the partnership through information exchange, clarification of partnership benefits and definition of partnership.
Talent Management - Provides leadership in the execution of talent management initiatives and programs specific to talent acquisition, management and development; ensures teams are aligned and committed to broader department-level talent objectives; ensures management team actively contributes to talent management initiatives; provides high visibility and support to high potential individuals; promotes a learning and growth environment for all employees on the team.
Managerial Courage - Shares thoughts and opinions even when they may be unpopular; delivers both positive and negative, timely feedback to others that is actionable; holds self and others accountable for their actions; comfortable taking negative action with direct reports when necessary.

Candidates in Colorado:

Compensation range is 176,800.05 - 265,199.55 USD Annual plus may be eligible for an annual bonus. Actual compensation within that range will be dependent upon the individual's skills, experience and qualifications.

Click here to learn about Epiq's Benefits.

If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!

It is Epiq's policy to comply with all applicable equal employment opportunity laws by making all employment decisions without unlawful regard or consideration of any individual's race, religion, ethnicity, color, sex, sexual orientation, gender identity or expressions, transgender status, sexual and other reproductive health decisions, marital status, age, national origin, genetic information, ancestry, citizenship, physical or mental disability, veteran or family status or any other basis protected by applicable national, federal, state, provincial or local law. Epiq's policy prohibits unlawful discrimination based on any of these impermissible bases, as well as any bases or grounds protected by applicable law in each jurisdiction. In addition Epiq will take affirmative action for minorities, women, covered veterans and individuals with disabilities. If you need assistance or an accommodation during the application process because of a disability, it is available upon request. Epiq is pleased to provide such assistance and no applicant will be penalized as a result of such a request. Pursuant to relevant law, where applicable, Epiq will consider for employment qualified applicants with arrest and conviction records.

Who we are looking for

This is a client-facing role managing one large and complex client relationship. The role requires understanding of services and platforms to manage extensive customer interaction and internal interaction across support functions to enhance the State Street client experience. Ability to solve complex/multi-discipline business and relationship queries and support of a variety of client business management responsibilities.

Proactively develops and maintains external relationships with our client and key internal stakeholders. Develops understanding of client's strategies and seeks business solutions to meet their needs. Leads the development of department objectives and oversees implementation of process improvements.

HYBRID: This role can be performed in a hybrid model, where you can balance work from home and office to match your needs and role requirements.

Why this role is important to us

You will be joining the Institutional Services function that allows us to deliver a comprehensive, holistic approach to each client relationship - for asset managers and asset owners, insurance companies, and official institutions globally. It means our client-facing functions work together to bring the very best solutions and services the firm has to offer - across all of our locations, products, and capabilities.

Join us if making your mark on the long-lasting client relationships we build is a challenge you are up for.

What you will be responsible for

As VP, Operations Client Service you will:

• Support/manage the client relationship and sentiment via extensive daily interaction with the client
• Collaborate with and support internal teams in maintaining service levels and addressing a wide range of business issues
• Assist in preparing various status, activity and performance reports for senior management.
• Champion inquiries from / issues raised by the client and various State Street organizations and follow through to ensure that client facing problems and issues are addressed.
• Administer change management and communication with the client.
• Influence opportunities to increase quality, productivity and control related to the service delivery model.
• Collaborate with CS head and GCOO to ensure quality and provide input on plans to enhance operations.
• Partner with Global Relationship Management to pursue sales opportunities to support efforts of sales / business development team.
• Management of client facing issues including Operational Control Framework issues.

What we value

These skills will help you succeed in this role:

• Strong critical thinking, problem solving, and decision making skills.
• Strong verbal and written communications skills. Experience with presentations, preferred.
• Demonstrated strong leadership and successful independent project management skills.
• Demonstrated Advanced Excel experience will be considered a strong plus.
• Demonstrated Microsoft Power BI experience will be considered a strong plus.
• Experience in relationship management will be considered a strong plus.

Education & Preferred Qualifications

• BS/BA degree required, MBA desirable.
• Must have a minimum of 8 years of related experience, preferably in financial services industry.
• Knowledge of financial services computer systems, financial operations and/or mutual fund and related industries will be considered a strong plus.

About State Street

What we do. State Street is one of the largest custodian banks, asset managers and asset intelligence companies in the world. From technology to product innovation, we're making our mark on the financial services industry. For more than two centuries, we've been helping our clients safeguard and steward the investments of millions of people. We provide investment servicing, data & analytics, investment research & trading and investment management to institutional clients.

Work, Live and Grow. We make all efforts to create a great work environment. Our benefits packages are competitive and comprehensive. Details vary by location, but you may expect generous medical care, insurance and savings plans, among other perks. You'll have access to flexible Work Programs to help you match your needs. And our wealth of development programs and educational support will help you reach your full potential.

Inclusion, Diversity and Social Responsibility. We truly believe our employees' diverse backgrounds, experiences and perspectives are a powerful contributor to creating an inclusive environment where everyone can thrive and reach their maximum potential while adding value to both our organization and our clients. We warmly welcome candidates of diverse origin, background, ability, age, sexual orientation, gender identity and personality. Another fundamental value at State Street is active engagement with our communities around the world, both as a partner and a leader. You will have tools to help balance your professional and personal life, paid volunteer days, matching gift programs and access to employee networks that help you stay connected to what matters to you.

State Street is an equal opportunity and affirmative action employer.

Discover more at StateStreet.com/careers

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.

The Private Banking Client Service Manager (SM) is responsible for all of the activities of his/her team of approximately 10-20 Client Service Associates (CSAs). Each Service Manager's team of CSAs is regionally aligned to a banker(s) and their clients based upon the banker's geographic location. The SM \"owns\" all aspects of the region's client service responsibilities and must manage this piece of the business. As a result, a SM must forge excellent working relationships with the region's entire team - bankers, advisors, region heads, product partners and controls/compliance teams. They must also interact effectively with mid-office and operations teams in order to help their CSAs deliver a seamless and integrated experience to our clients across all products. Products include deposit, banking, brokerage, custody, investment management, fiduciary, mutual funds, credit, foreign exchange and private investments.

The Service Manager's primary focus is to manage the day-to-day activities within their team, as well as address broader matters such as staff development, resource deployment, and personnel issues. SMs are also the key link between CSAs and the Client Service Management Team; consequently, SMs play a crucial role in helping set the strategic direction for the overall group. Daily responsibilities include: coaching/mentoring; monitoring telephone call quality, overdrafts, and work volumes; analyzing reports; approving workflows and large dollar cash movements; organizing projects and leading initiatives; evaluating staff performance; and acting as the CSA's initial escalation point for complex or sensitive client issues.

Due to a SM's responsibility for managing a team of FINRA licensed CSAs, they are required to have their Series 7, 63 and 24 licenses.
**Responsibilities include but are not limited to the following:**

• Provide CSAs with guidance and resources for delivering high quality, high touch service to Private Banking clients. Must be able to recommend solutions tailored to clients' specific needs.

• Manage team's daily work volumes and transactions accurately, within established deadlines, and in accordance with existing policies and procedures.

• Meet with bankers and product partners regularly to ensure service expectations are met.

• Research, follow-up and resolve escalated client issues and problems through effective interaction with clients, bankers, product partners, branch/operations areas, and other partners in a timely and professional manner.

• Evaluate staff performance and provide feedback via informal discussions, quarterly/semi-annual performance meetings and the annual review process. Represent staff performance during semi-annual and annual Evaluation Committee reviews.

• Participate in the continuing strategic development of the Client Service operating model, and help validate proposed ideas/plans prior to implementation.

• Lead/participate in special projects within Client Service and represent Client Service in broader initiatives within Private Banking.

**Knowledge and Skills Sets**

• Excellent judgment and decision making skills.

• Strong leadership and management abilities; must be able to think strategically. Solid communication, time management and interpersonal skills; must be able to diffuse conflict diplomatically.

• Keen understanding of the financial and banking industries.

• In-depth knowledge of the region's client base, and strong rapport with bankers, product partners, and in some cases, key clients.

• Ability to adapt to a rapidly changing business and technology environment; must be a change leader.

• Solid comprehension of Private Banking range of products, including deposit, banking, brokerage, custody, investment management, fiduciary, mutual funds, and credit products and services as each applies to their specific region's business segment.

• Must understand and comply with the regulations, policies and procedures related to these products and services, and reinforce with their team the possible financial liabilities of the transactions associated with these products and services if they are not executed properly.

• Working knowledge of key areas of the firm (e.g., JPMorgan Funds, Cash Services, Retail Branch Network, Credit Products, Securities Operations and Client Information).

• Solid understanding of systems and databases used within the Private Bank.

• Disciplined approach to managing and acting upon key daily reports.

• Strong comprehension of how data and information flow through the firm's processing and reporting systems, and an in-depth understanding of all operation roles and inter-dependencies.

• Good project management skills; must be able to engage all participants and meet deadlines/deliverables.

**Experience**

• For internal hires, 4+ years of experience as a CSA is highly beneficial and recommended for the role.

• Private Banking experience preferred.

**Education**

• College degree or equivalent experience.

• Certification or Registration

• Series 7/24/63 licenses required for position, but not necessary upon hiring. Licenses required within 180 days of hire date.

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