Vice President – ETF Client Service Account Manager

Responsibilities

• Oversee a portfolio of asset manager clients within Securities Services, acting as the primary point of contact and advocate.
• Manage service levels and expectations, ensuring exceptional client experiences and resolving complex escalations.
• Collaborate cross-functionally with Sales, Operations, Onboarding, Product, and Technology teams to meet client needs.
• Establish and manage governance processes, utilizing KPIs and RAG ratings to monitor service performance.
• Drive the ETF change agenda, including service model improvements, operational readiness, and client growth initiatives.
• Identify and remediate sub-optimal processes to reduce risk and enhance the operating model.

Requirements

• Proven experience in client management, specifically dealing with complex or demanding client organizations.
• Strong communication and diplomacy skills with the ability to influence stakeholders at all levels.
• Advanced problem-solving capabilities in dynamic and regulated environments.
• Ability to work independently, multi-task under pressure, and maintain high attention to detail.
• Proficiency in Microsoft Excel, PowerPoint, Word, and Outlook.
• Strong leadership skills with the ability to take ownership of issues and hold business partners accountable.

Preferred Qualifications

• Direct experience supporting ETF clients or products (e.g., Client Service, Operations, Fund Administration, or Custody).
• Deep understanding of CIB products and the Securities Services industry.
• High-level understanding of ETF structures and servicing considerations.

About the Company

J.P. Morgan is a global leader in financial services, providing strategic advice and products to the world’s most prominent corporations, governments, wealthy individuals, and institutional investors. Our Commercial & Investment Bank is a global leader across banking, markets, securities services, and payments, serving clients in more than 100 countries.