Job Summary

The Head of Nordics Client Services is responsible for delivering service excellence to our clients across the Nordic region, which includes Sweden, Denmark, Norway, Finland & Iceland. A key responsibility is to maintain our high client satisfaction levels and exceed client expectations throughout the relationship. The role includes management of client service teams based in Stockholm, Copenhagen, Oslo & Helsinki. This senior management position will form part of the Continental Europe Client Service management team and deliver upon global client service strategy.

Client Service ensures our service levels are consistently met and provide world-class service experience at every client touch point and seamless end to end client experience. Head of Nordics will meet regularly with client c-suite representatives ensuring in depth understanding of client strategy and soliciting valuable feedback and insights.

The role will entail understanding client’s operating models and helping client businesses to grow in a scalable way leveraging our interoperable operating model from front-to-back-office processing. Clients are increasingly seeking data solutions to increase their efficiency. Understanding how our data solutions can help clients is a key requirement.

As head of a key region in Europe the role will include management of escalation. Ability to understand complex requests, succinctly summarise and solution, utilising influencing skills are imperative strong characteristics for the role.

In this fast growing and dynamic financial environment clients rely upon their Service Manager to understand regional risk and regulatory environment, sharing insights into potential regulatory headwinds and industry change.

As a service organisation, we strive to be best-in-class in client-facing technology, simplicity and standardisation, scale, stability. Clients choose us because we exemplify behaviours that support our core values of Client Relationships, People, Teamwork, Ownership and Flawless Execution.

Job Responsibilities

• Head of Nordic Client Services managing teams of client service managers across the region

• Responsible for a portfolio of high growth, dynamically growing clients within the Securities Services business

• Partnering 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

• 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

• Bringing 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

• When the need arises, define and manage a remediation project to address any areas where service is no longer meeting client expectations

• Sophisticated levels of communication, brokering successful outcomes to difficult and complex issues. Communicate in a clear, concise and efficient manner.

• Strong influencing skills to bring together organisation on multi-client tasks and to solution complex scenarios.

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

• Good understanding of regulation impacting the local market

• Takes personal ownership of issues, brokering optimum outcomes and holding business partners accountable for delivering to the high levels of service demanded by clients.

• 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

• Strong understanding of products and the ability to understand the client organisation including their strategy and objectives

• 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

• Professional history of delivering within the Nordic region. Knowledge of region, regulation, industry trends.

• Nordic language skills (Danish, Swedish, Finnish, or Norwegian) and English language skills to an advanced/business level

• 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