Head of Client Services Ireland (Executive Director)

Job Summary:

The Head of Ireland Client Services is responsible for delivering service excellence to Ireland-based clients by maintaining and improving client satisfaction, exceeding expectations throughout the relationship, and leading the Dublin client service team. Reporting to the Head of EMEA Client Service, the role executes the global client service strategy while supporting a fast-growing client portfolio and driving regional growth by understanding clients’ operating models and enabling scalable expansion through an interoperable front-to-back operating model. A key requirement is understanding how data solutions can improve client efficiency, alongside providing coverage across a broad range of services, executing clients’ short-, medium-, and long-term strategies through change requests and joint strategic projects, managing the fund activity pipeline and management updates, and overseeing escalations; success requires the ability to understand complex requests, summarise them succinctly, influence stakeholders, and drive effective solutions.

Job Responsibilities

• Manage client service team based in Dublin 
• Be responsible for a portfolio of high growth, dynamically growing clients within the Securities Services business 
• Partner with our Sales partners to deliver upon growth strategy for the region 
• Represent J.P Morgan to clients and within the local industry, influencing outcomes within industry bodies and regulators
• Be accountable for client satisfaction levels within the region and associated management reporting. Formal client management which incorporates measurement and monitoring of service levels, producing KPIs & Scorecards
• Ensure queries are resolved with minimum impact to the client and the business, and in a timely and effective manner. This will often involve working cross functionally across several departments 
• Act as key contact and escalation point for the team and clients, key stakeholders, and the business for all service-related client matters
• Act as the client advocate across the business to ensure their requirements and expectations are understood and factored into decision making
• Bring thought leadership to our clients, hosting client events, round tables etc.
• Improve efficiency and reduce risk by seeking opportunities to enhance the operating model and influencing client behaviours 
• Ensure accurate and timely fee billing for all products and clients within the region
• Broker successful outcomes to difficult and complex issues.   

 

Required Qualifications, Capabilities, and Skills

• Client Management & Presentation - Experience in dealing with complex client organisations and an ability to develop strong client relationships. Must be confident, articulate and be able to combine diplomacy and assertiveness in leading client meetings such as service reviews and resolution meetings
• People Management experience – ability to deliver a regional strategy, support the team of client service managers and be their point of escalation
• Communication – Strong communication and diplomacy skills with an ability to influence and manage effectively across a large virtual team at all levels
• Seniority – ability to curate c-suite relationships with our clients based on trust and longevity. 
• Problem solving – Ability to resolve problems in complicated, unique and dynamic situations where the analysis of situations or data requires an in-depth evaluation of procedures and associated regulations, with input from multiple stakeholders
• Planning and organising – Ability to work independently and multi-task under pressure.
• Attention to detail – ability to drill into detail and succinctly summarise for senior stakeholders
• Good understanding of regulation impacting the Ireland and broader European market 
• Leadership – Takes personal ownership of issues, brokering optimum outcomes and holding business partners accountable for delivering to the high levels of service demanded by clients.
• Proactive – Ability to identify sub-optimal processes such as those that are manual and high risk and working with clients and business partners to developing solutions
• Knowledge – Strong understanding of products and the ability to understand the client organisation including their strategy and objectives 
• Diverse - demonstrate an appreciation of a diverse workforce by using differences to add value to decisions or actions for organisational success
• Ability to demonstrate inclusion of risk and control parameters in daily activities 

 

Preferred qualifications, capabilities and skills

• Strong presentation capabilities, presenting to senior audiences on strategy, results and complex concepts and solutions 
• Experience gained in an operational environment particularly focused on Securities Services would be beneficial
• Strong business acumen and knowledge of security services products including data products.