Job Description
Help shape how a critical client-facing service runs—today and for the future. You'll lead strategic improvements that raise capacity, quality, and resiliency across complex workflows. We'll look to you to bring structure to ambiguity, align senior partners, and turn ideas into outcomes. You'll have visibility, autonomy, and the opportunity to grow your leadership scope. If you enjoy building operating models and delivering change at scale, we'd like to meet you.
As a Senior Operations Manager within Client Account Services team, you will lead strategy, governance, and cross-functional delivery to improve service performance and enable sustainable operating gains. You'll translate business priorities into a clear roadmap, drive operating model reviews, and ensure execution discipline across milestones, risks, and benefits realization. You'll partner with senior leaders across technology, product, risk, compliance, finance, and the business to align priorities and unblock decisions. You'll embed a strong controls mindset while continuously improving processes and ways of working. You'll also lead and develop managers and teams, reinforcing accountability and inclusive leadership.
Client Account Services supports core account servicing capabilities and operational processes that enable a strong client experience. We work across functions to improve throughput and quality while strengthening governance, controls, and transparency. Our work blends day-to-day operational excellence with multi-year modernization through process and technology change.
Job Responsibilities
- Define and evolve the Client Account Services strategy aligned to business priorities and translate it into a measurable multi-year roadmap
- Identify emerging trends and apply automation, artificial intelligence, process mining, and data modernization to deliver measurable operating gains
- Lead end-to-end operating model reviews and redesign across roles, workflows, governance, and metrics to improve throughput, quality, and resiliency
- Represent Client Account Services in senior steering committees by clearly communicating progress, risks, dependencies, and decisions needed
- Establish and run a disciplined governance cadence, including decision logs, ownership clarity, and follow-through across forums and working groups
- Drive execution rigor across milestones, risks, assumptions, issues, dependencies, capacity, financials, and benefits realization to ensure outcomes land
- Build trusted partnerships across technology, product, risk, compliance, finance, and business stakeholders to align priorities and deliver change
- Produce executive-ready narratives, updates, and decision memos tailored to senior decision-makers
- Own service performance by defining key performance indicators and service levels, embedding controls, and enabling continuous improvement
- Lead cross-functional delivery (direct and matrixed) to implement process and technology change at scale
- Coach and develop managers and teams by setting clear objectives, reinforcing accountability, and building an inclusive high-performance culture
Required Qualifications, Capabilities, And Skills
- Bachelor's degree
- At least 10 years of experience in operations, transformation, and/or change management roles within financial services industry
- Prior experience in team management is required
- Experience leading operations, transformation, and/or large-scale program delivery in a complex, regulated environment
- Ability to influence senior executive forums with decision-oriented communication and clear recommendations
- Demonstrated success leading through ambiguity and delivering measurable outcomes
- Experience leading cross-functional stakeholders and driving alignment in matrixed organizations
- Knowledge of operational risk, controls, performance management, and process optimization
- Skill creating executive-ready materials, including updates, narratives, and decision memos
- People leadership experience coaching managers and building accountable, outcomes-focused teams
Preferred Qualifications, Capabilities, And Skills
- Experience modernizing operations through digital transformation, including automation, workflow tools, analytics, and artificial intelligence or machine learning
- Familiarity with Lean, Six Sigma, process mining, and continuous improvement practices
- Experience managing budgets, vendors, and multi-year investment roadmaps
- Advanced structured problem-solving and data-driven management practices
- Strong negotiation and conflict management skills in cross-functional environments
ABOUT US
J.P. Morgan is a global leader in financial services, providing strategic advice and products to the world's most prominent corporations, governments, wealthy individuals and institutional investors. Our first-class business in a first-class way approach to serving clients drives everything we do. We strive to build trusted, long-term partnerships to help our clients achieve their business objectives.
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 Commercial & Investment Bank is a global leader across banking, markets, securities services and payments. Corporations, governments and institutions throughout the world entrust us with their business in more than 100 countries. The Commercial & Investment Bank provides strategic advice, raises capital, manages risk and extends liquidity in markets around the world.
