Job Description

J.P. Morgan Commercial Investment Bank is a global leader in investment and wealth management, serving institutions, high-net-worth individuals, and retail investors worldwide.

As a Client Service & Onboarding Associate in Client Service & Onboarding Operations, you will lead a team delivering exceptional client service, onboarding execution, and operational support while protecting clients and the firm. You will own day-to-day service performance, stakeholder alignment, and change delivery, using anti-fraud expertise and sound judgment to resolve complex inquiries and issues. You will accelerate efficiency through process automation and AI-enabled productivity, driving measurable improvements in client outcomes and operational controls.

Job Responsibilities :

• Lead the delivery of defined goals and service objectives by aligning team capacity, workflows, and execution to organizational priorities.
• Utilize advanced anti-fraud awareness to identify, escalate, and prevent fraudulent activity, safeguarding clients and firm reputation.
• Drive process automation initiatives by applying systems-thinking, automation technologies, and AI tools to improve speed, quality, and scalability.
• Manage client relationships and inquiries end-to-end, ensuring timely resolution, proactive communication, and high-quality service outcomes.
• Influence internal stakeholders and decision-makers, aligning cross-functional priorities and removing delivery blockers to meet client needs.
• Oversee conflict resolution with clients and within the team, facilitating structured discussions and negotiating win-win outcomes.

• Champion change management and continuous improvement by identifying process gaps, implementing enhancements, and tracking performance against KPIs.

Required Qualifications, Skills, and Capabilities :

1. 10+ years of work experience, including 6+ years managing customer service teams with operational delivery and relationship management accountability.
2. Demonstrated people leadership experience building high-performing teams and driving engagement, development, and retention across a multi-skill workforce.
3. Proven ability to plan and allocate resources effectively to achieve service and operational objectives in a dynamic environment.

4. Experience implementing anti-fraud strategies and executing process automation using systems architecture concepts and automation/AI technologies.

Preferred Qualifications, Skills, and Capabilities :

1. Experience in banking or financial services, particularly within a commercial or investment banking environment.
2. Strong analytical and problem-solving capability to assess complex scenarios, identify root causes, and implement durable solutions.
3. Familiarity with banking software/systems and the use of data analytics tools to inform decisions and improve service performance.
4. Demonstrated continuous-improvement mindset with success delivering process enhancements and change adoption at scale.