Location: Sydney, NSW, Australia

Join JPMorganChases Payments Client Service team in Sydney and lead service delivery for a diverse portfolio of local, regional, and global clients. You will be accountable for end-to-end client service outcomes, handling complex escalations and partnering across product, operations, technology, compliance, sales, and implementation to deliver results. This role suits a leader who is client-focused, decisive under pressure, and able to drive changeusing data, automation, and emerging tools to improve the client experience and how the team works.

As a Vice President in Payments Client Service within Global Banking, you will own the overall service relationship for a portfolio of corporate, multinational, and commercial clients. You will lead resolution of complex client issues and high-impact escalations, run service reviews, and drive measurable improvements in service quality, controls, and efficiency. You will set direction for workflow improvements and digital enablement, working closely with internal partners to reduce operational friction and improve outcomes at scale. You will also provide leadership within the team through coaching, setting standards, and driving consistent execution.

Job responsibilities

• Own end-to-end service delivery for a portfolio of payments clients, acting as the senior point of contact and escalation owner for complex issues.
• Lead client service governance, including service reviews, performance tracking, and action plans to improve service quality and client satisfaction.
• Drive disciplined case management, ensuring inquiries are logged, tracked, prioritized, and resolved within service level commitments.
• Analyze client activity and service trends to identify root causes, reduce repeat issues, and improve straight-through processing and turnaround times.
• Lead client documentation and account maintenance requests, ensuring timely completion and strong controls.
• Partner with sales and coverage teams by sharing client insights and highlighting where additional payments solutions may better support client needs.
• Drive continuous improvement initiatives across the team, including process redesign, standardization, and control enhancements.
• Identify opportunities for artificial intelligence and automation integration within operational workflows, including evaluating, implementing, or governing AI-driven solutions to deliver scalable improvements.
• Coordinate across product, operations, technology, compliance, and implementation teams to deliver client outcomes and support broader business priorities.
• Coach and develop team members, setting clear expectations and reinforcing a culture of accountability, risk awareness, and client focus.
   

Required qualifications, capabilities, and skills

• Bachelors degree.
• Minimum 10 years of experience in payments client service, account management, transaction banking, or a related role within a financial institution.
• Proven ability to lead complex client issues and escalations end-to-end, delivering timely and high-quality outcomes.
• Strong stakeholder management skills, with experience influencing across product, operations, technology, compliance, sales, and implementation teams.
• Strong analytical and problem-solving skills, with the ability to use data to identify themes, drive root-cause fixes, and improve service performance.
• Demonstrated ability to drive change, including process improvement and control strengthening in a fast-paced, high-expectation environment.
• Strong communication, negotiation, and presentation skills, with confidence engaging senior internal and external stakeholders.
   

Preferred qualifications, capabilities, and skills

• Experience supporting corporate, multinational, and commercial clients in a payments or cash management context.
• Familiarity with Australia & New Zealand payments infrastructure and clearing and settlement frameworks.
• Hands-on experience with data analytics, automation platforms, or reporting tools used in client service delivery.
• Demonstrated ability to identify opportunities for AI and automation integration within operational workflows, including experience evaluating, implementing, or governing AI-driven solutions to achieve scalable process improvements and strategic objectives

Lead a payments client service portfolio in ANZ, driving service strategy, escalations, controls, and digital improvement across a global team.