Client Service Brokerage Manager

JPMorgan Personal Investing, Europe's leading Digital Wealth Manager with over £7 billion Assets Under Management and 260,000+ global investors, operates with the agility of a start up within a leading financial institution. We're on a mission to ethically disrupt the UK financial services market, empowering our customers to maximize their money through our innovative mobile banking app and dedicated customer support. As a J.P. Morgan company, we complement Chase's digital bank in the UK, focusing on customer centric offerings in investments and digital wealth management.

As a JPMorgan Personal Investing Client Service Brokerage Manager, you lead and develop a team of client service specialists to deliver consistently strong client outcomes in brokerage. You shape an engaging, inclusive, high performing culture while running day to day operations and supporting your team through complex client needs and escalations. You partner across the firm to remove obstacles, improve processes, and deliver results with strong risk, controls, compliance, and regulatory standards.

Job responsibilities

• Leadday-to-day team operations, including coaching, timekeeping, recognition, performance management, and disciplinary actions when needed.
• Createan engaging, inclusive employee experience and a culture where people feel supported to do their best work.
• Lead support for brokerage service inquiries across core topics such as corporate actions, security pricing and quotes, fees and charges, and trade economics.
• Guidethe team on client inquiries related to tradable instruments and product eligibility, including equities, EFTs and mutual funds.
• Handleclient escalations, complaints and complex service inquiries with professionalism and empathy through to resolution.
• Conductcall observations and quality reviews to improve service delivery and client outcomes.
• Developemployees through regular coaching and career development conversations.
• Recruitandonboardnew team members through structured interviewing and onboarding support.
• Schedulestrategically and providereal-time floor support to meet service levels and operational needs.
• Resolveissues through research, investigation, and follow-through with appropriate partners.
• Driveprocess improvements and projects while maintaining a strong risk and controls environment. Buildandstrengthenpartnerships across the firm to improve client experience and operational performance.

Required qualifications, capabilities and skills

• Demonstratedbusiness and investment knowledge, including knowledge of investment products.
• Extensivefinancial services experience with brokerage and self directed investing exposure.
• Proven ability topartner, network, and influence stakeholders to drive outcomes.
• Strong capability tomotivate, coach, and develop employees at individual and team levels.
• Ability tomanage multiple priorities in a fast paced environment and adapt quickly to change.
• Consistentrisk mindsetand strong compliance record while delivering results with proper risk management.
• Strong communication skills with a highly professional presence, including presenting information clearly.

Preferred qualifications, capabilities and skills

• Experience leadingquality assurance and coaching programs.