Securities Services - Client Service - Head of Nordics - Executive Director
On-site · Stockholm, Stockholm, Sweden
Job Summary
Head of Nordic Client Services leads client service managers across the Nordic region (Stockholm, Copenhagen, Oslo, Helsinki) to deliver world-class service, manage a portfolio of high-growth clients, partner with Sales to execute regional growth, and represent JP Morgan to clients and industry bodies. Responsible for client satisfaction, KPIs/scorecards, escalation management, client advocacy, and thought leadership with clients through events and forums. Focuses on understanding client operating models, leveraging interoperable front-to-back-office processing, and leveraging data solutions to improve efficiency and reduce risk. Drives operating-model enhancements, ensures accurate fee billing, and leads remediation projects when service levels fall short. Requires sophisticated communication, multi-stakeholder negotiation, and the ability to influence across a large virtual team, with ownership of issues and delivering high service levels aligned with the region’s strategy and regulatory environment.
Required Qualifications
- Client Management & Presentation - experience with complex client organizations and ability to develop strong client relationships
- People Management - ability to deliver regional strategy and support a team of client service managers
- Communication - strong diplomacy and ability to influence across a large virtual team
- Seniority - ability to curate c-suite relationships with clients based on trust and longevity
- Problem solving - resolve problems in complicated, dynamic situations with cross-functional input
- Good understanding of regulation impacting the local market
- Ownership and accountability for delivering high levels of service
- Identify sub-optimal processes and develop risk-aware solutions
- Understanding of products and client strategy/objectives
- Inclusive approach to risk and control in daily activities
- Nordic regional knowledge and language skills (Danish, Swedish, Finnish, Norwegian) and advanced English
- Strong presentation capabilities to senior audiences
- Experience in Securities Services operational environments preferred
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