Global Business & Document Services Luxembourg - Client Service Manager
JPMorgan Chase
- Luxemburg Senningerberg, Luxemburg
- Unbefristet
- Vollzeit
Global Business and Document Services (GBDS) is a global organization providing document products and services to all internal business units globally. GBDS products include Creative Services, Print, Digital Mail, Image Capture, Secure Records and Courier Services, all of which are supported by a portfolio of applications and tools.
Job Description
Client Services Manager required for the Senningerberg, Luxembourg location to be the primary point of contact to oversee and ensure high quality Print and Imaging Capture production duties, Digital Mail & Courier, to support internal client base and meet the targets and standards for the Luxembourg Service Centre.
They will be responsible for all Service Centre activities and ensure professionalism in all aspects of customer service, providing flexible and responsive assistance to clients and colleagues. The role requires a 'can do' attitude with a flexible approach and using own initiative to provide digital mail, courier, image capture and full range of print solutions to internal clients, working as part of a team to support the GBDS operation and other tasks within GBDS.
The Client Services Manager will be responsible for the day to day oversight and operational management of staff as well as 'hands on' production tasks. He/she will actively manage the team and operation to ensure work requests and volumes receive the correct manpower and processes are adhered to providing quality output without errors, in what can sometimes be a fast-paced and demanding environment. They will be the first point of contact for the local and GBDS Management team, providing regular updates and working together to escalate and manage any known or potential issues that may impact the team or operations.
Key Skills
- Develop key client partnerships, meeting clients on a regular basis to update on service performance and integration of our services to support client workflows.
- Manage daily execution of all client-submitted print production & design requests in line with required deadline.
- Capturing and management of risk issues or incidents following the required escalation model and procedures.
- Support performance development processes and meet with team to review business and personal performance goals, development, training and coaching.
- Promotion and management of an inclusive work environment, providing direct management oversight, guidance and development of employees, and teams, in line with the JPMorgan Chase Business Principles.
- Measurement and reporting of key business metrics to influence decision making.
- To coach and mentor team members to maintain the best mix of skills and experience to meet the existing goals and future services within GBDS and to lead by example.
- To manage and direct overall employee activity including communication of business and individual performance goals, deployment decisions, staffing levels, and performance management, enabling individuals to grow and develop.
- To manage and direct all resources to include staff, equipment, metrics and operating expense in order to provide professional, timely and accurate delivery of GBDS products on both a daily and occasional basis.
- To provide management oversight and guidance on all operational procedures and operational workflows including shift handovers to maintain operational consistency.
- To engage in day to day production of client print requests and digitisation, as well as other processing tasks.
- To deliver on departmental initiatives/goals, projects and ongoing activity, keeping management and colleagues properly informed of status progress, successes and issues.
- To identify gaps and opportunities for improvement, generating new and innovative approaches to daily tasks.
- To analyse, prioritize, recommend and implement alternative solutions and enhancements to improve effectiveness and efficiency of products, services, and processes, sharing with peers where appropriate.
- To maintain a client-focused approach and be the point of contact for the LOB's, maintain and build business relationships, working towards increasing utilisation of services, products and workflows through knowledge of business practices.
- To manage vendor relationships, measuring performance and reporting metrics for all supporting key performance indicators (KPIs).
- To manage all service-related vendor invoicing.
- Follow and ensure compliance with all established policies, protocols, procedures and processes.
- Strong written and spoken English skills
- Able to demonstrate and evidence leadership and self-motivation
- Able to demonstrate strong communication, interpersonal and people skills
- Able to demonstrate good decision-making and accountability
- Excellent time management, organizational and multi-tasking skills
- Ability to manage the departmental service portal for tickets, issue resolution and reporting
- Excellent knowledge of print technologies and production environment (minimum 5 years' experience), including:
- Print calibration software
- Print workflow tools and file verification software
- Excellent understanding of mail, courier and tracking technologies, platforms and software
- Good working knowledge of key Microsoft applications
- Ability to read, analyse data to produce reporting
- Experience with handling client requests/issues and managing products and service expectations
- Managing change, processes and staff development
- Knowledge of Health and Safety at Work procedures, and quality control processes is an advantage
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.
About the Team: Our professionals in our Corporate Functions cover a diverse range of areas from finance and risk to human resources and marketing. Our corporate teams are an essential part of our company, ensuring that we're setting our businesses, clients, customers and employees up for success.
JPMorgan Chase