Client Service Vice President - Client Onboarding and Service

Job Description

Make an impact by leading a team that shapes how clients experience our service, support, and operational delivery. You will help build a high-performing, inclusive environment where teams solve problems quickly and continuously improve. This role offers the opportunity to modernize processes, strengthen governance, and scale effective ways of working. You will partner across teams to deliver practical, data-informed improvements that matter to clients and stakeholders.

Job summary

As a Vice President, Client services senior manager (Client success) in the Client success team, you lead leaders and teams responsible for delivering consistent, high-quality client service and operational performance. You drive a culture of accountability, continuous improvement, and inclusive leadership while partnering with stakeholders to enhance client experience and business outcomes. You also help modernize service delivery through process improvement, automation, and effective use of productivity and analytics tools.

Job responsibilities

• Lead managers and multi-layered teams, setting clear direction, expectations, and development plans
• Build an inclusive, engaged culture that supports high performance, collaboration, and learning
• Own end-to-end client service outcomes, including experience, satisfaction, and issue resolution effectiveness
• Serve as an escalation point for complex, high-impact client issues and oversee root-cause resolution
• Partner with internal stakeholders and global teams to deliver consistent service and operational alignment
• Lead cross-functional programs and initiatives, including planning, delivery governance, and change adoption
• Improve operating models by streamlining processes, clarifying roles, and strengthening ways of working
• Champion digital adoption and process automation to improve efficiency, quality, and cycle times
• Use performance metrics and client insights to identify trends, prioritize actions, and drive measurable improvements
• Develop executive-ready updates and recommendations, translating data into clear decisions and actions
• Strengthen controls, risk management practices, and service quality standards across day-to-day operations

Required qualifications, capabilities and skills

• Experience leading client service, client success, or operations teams, including managing managers and multi-layered organizations
• Experience supporting complex client service delivery and resolving high-impact issues with appropriate urgency and governance
• Demonstrated ability to lead transformation initiatives, including change management and cross-functional execution
• Experience using data, performance metrics, and business insights to drive decisions and operational improvements
• Strong stakeholder management and influencing skills across matrixed organizations, including executive communication
• Ability to translate strategy into execution through prioritization, accountability, and disciplined follow-through
• Strong written and verbal communication skills, including creating clear executive-level messaging and reporting
• Demonstrated people leadership capability, including coaching, performance management, and talent development
• Proficiency with digital productivity and collaboration tools (for example, Microsoft 365) and comfort adopting new technologies
• Strong problem-solving skills and ability to navigate ambiguity while maintaining delivery standards
• Commitment to inclusive leadership, continuous learning, and a client-focused mindset

Preferred qualifications, capabilities and skills

• Experience leading service delivery or operations in a regulated financial services environment
• Experience driving process automation and workflow improvements using modern productivity tools
• Experience applying analytics approaches (including predictive or proactive insights) to improve service outcomes
• Experience building governance routines (for example, capacity planning, service reviews, and performance management cadences)
• Experience partnering with technology and operations teams to modernize service delivery at scale
• Familiarity with artificial intelligence-enabled tools and emerging technologies used to support service delivery and decision-making
• Demonstrated success leading multiple concurrent initiatives with measurable outcomes and sustained adoption

About Us

JPMorganChase, one of the oldest financial institutions, offers innovative financial solutions to millions of consumers, small businesses and many of the world’s most prominent corporate, institutional and government clients under the J.P. Morgan and Chase brands. Our history spans over 200 years and today we are a leader in investment banking, consumer and small business banking, commercial banking, financial transaction processing and asset management.

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. We also make reasonable accommodations for applicants’ and employees’ religious practices and beliefs, as well as mental health or physical disability needs. Visit our  FAQs for more information about requesting an accommodation.

About the Team

J.P. Morgan's Global Banking business is one of the largest wholesale banking client franchises in the world. We serve clients, including corporations, governments, states, municipalities, healthcare organizations, education institutions, banks and investors.

Global Investment Banking supports a broad range of corporations, institutions and governments by providing strategic advice, capital raising and risk management expertise.