Client Service Brokerage Manager

JPMorgan Personal Investing, Europe's leading Digital Wealth Manager with over £10 billion Assets Under Management and 300,000+ 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.

• 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.
• Recruitandonboard new team members through structured interviewing and onboarding support.
• Schedulestrategically and provide real-time floor support to meet service levels and operational needs.
• Resolve issues through research, investigation, and follow-through with appropriate partners.
• Drive process improvements and projects whilemaintaininga strong risk and controls environment. Buildandstrengthenpartnerships across the firm to improve client experience and operational performance.

• Demonstrated business and investment knowledge
  , including knowledge of investment products.
• Extensive financial services experience with brokerage and self-directed investing exposure.
• Proven ability topartner
  , network, and influencestakeholders to drive outcomes.
• Strong capability tomotivate, coach, and develop employees at individual and team levels.
• Ability to manage multiple priorities in a fast‑paced environment and adapt quickly to change.
• Consistent risk mindset and strongcompliancerecord while delivering results with proper risk management.
• Strongcommunicationskills with a highly professional presence, including presenting information clearly.

• Experience leadingquality assurance andcoachingprograms.