Personal Investment Client Services Manager

Make a direct impact on how clients experience service while navigating important investing decisions. Lead a team that delivers consistent, high-quality support across multiple channels. Build an inclusive environment where people grow, performance is clear, and coaching is continuous. Partner across teams to improve processes, strengthen controls, and elevate the end-to-end experience. If you thrive in a fast-paced environment, this role offers meaningful leadership opportunities.

Job summary

As a Client Services Manager in the Client Services team, you lead and develop a team that supports clients through phone, chat, and email interactions related to investment and brokerage services. You set clear expectations, manage daily operations, and coach performance to deliver reliable outcomes for clients and colleagues. You also partner with stakeholders to identify opportunities that improve efficiency, service quality, and a strong risk and controls environment.

Job responsibilities

• Lead, coach, and develop a team delivering consistent, high-quality client support across phone, chat, and email channels
• Set clear expectations and reinforce behaviors that support informed and appropriate client decision-making
• Run regular coaching routines, including huddles, one-to-one sessions, calibration, and performance reviews tied to defined service and quality measures
• Plan and manage daily operations, including staffing coverage, workflows, and supervisory routines to meet service targets and deadlines
• Monitor activity and service trends to identify emerging issues, remove blockers, and implement timely interventions that protect the client experience
• Resolve client and employee escalations using appropriate governance, documentation, and escalation protocols
• Analyze reporting to assess capacity and productivity, identify root causes, and recommend process or system improvements
• Partner with cross-functional stakeholders to execute initiatives that improve the end-to-end client journey and operational outcomes
• Support talent development through coaching, recognition, and input into talent review and succession planning discussions
• Maintain a strong risk and controls environment by exercising sound judgment and ensuring adherence to policies and procedures

Required qualifications, capabilities and skills

• 5 years of financial services experience in a contact center environment with exposure to investment and/or brokerage support
• 3 years of direct people leadership experience managing teams that support investment and brokerage services
• Demonstrated understanding of personal investing solutions and brokerage capabilities, and how they align to client goals and needs
• Demonstrated ability to lead teams through change and drive adoption of new processes and ways of working
• Demonstrated ability to use data to inform decisions, prioritize actions, and improve outcomes
• Demonstrated experience identifying and delivering operational and process improvements
• Strong written and verbal communication skills, including the ability to coach, provide feedback, and handle escalations professionally
• Ability to work rotating shifts, including evenings and weekends, based on business needs
• Ability to operate effectively in a fast-paced, multi-channel environment (phone, chat, and email)
• Developing experience using AI-powered analytics, workflow automation, or intelligent process tools to drive efficiency gains, reduce manual effort, or improve accuracy in operational processes.

All application requirements (including updated resume - please include specifics of your career) should be posted, submitted and completed in the Oracle tool.

Internal Application Eligibility Requirements

TENURE:
• Must meet minimum employment tenure requirement. Specific roles require longer tenure in current position to be eligible to apply. Unless established for specific positions by the line of business, the standard tenure requirement is 12 months.
PERFORMANCE:
• Meets satisfactory performance standards as defined by the firm

You affirm that you meet the Internal Application Eligibility Requirements. This includes checking or declaring potential conflict of interest as stipulated in the Employment of Relatives and Employees in Personal Relationships Policy.

By submitting an application and/or joining the interview, you affirm to meet the Internal Mobility Eligibility Requirements as stated in the Applying for Internal Positions Firmwide Standard. You are expected to provide true and accurate information to the Company during the recruitment and application process. Knowingly giving false or misleading information shall be subjected to the imposition of appropriate corrective action, following the firm's Human Resource (HR) Policies and Guidelines.

Consult your Manager for any specific guidelines for your line of business or if you're unsure about your eligibility for an internal application.

Make sure your profile is updated in the new me@jpmc > Hiring and discuss internal mobility plans with your Manager at the soonest time possible. Attaching your updated resume is encouraged.

In partnership, Hiring Managers and Recruiters will review applications to determine which candidates best meet the required skills and experience specified in the job description. While not every application will result in an interview, applications will be acknowledged.