Key Responsibilities
Client Engagement & Communication
- Serve as the primary point of contact for clients undergoing technology migrations, delivering clear and professional communication throughout the migration lifecycle.
- Lead client calls and meetings in Japanese and English to explain migration scope, timelines, and client impact.
- Localize and tailor client communications (email, meeting notes, FAQs) for Japanesespeaking audiences provide concise English summaries for internal stakeholders.
- Proactively communicate updates, answer queries, manage expectations, and escalate complex questions beyond firstlevel support to appropriate internal teams.
Migration Execution & Tracking
- Understand migration scope, technical requirements, client impact, and internal resource implications.
- Guide clients through migration activities, including technical onboarding, testing (UAT/PVT), and golive phases.
- Track and monitor client migration status across multiple cases using internal tools and trackers.
- Ensure timely completion of migration milestones and proactively address delays or issues.
Documentation& Reporting
- Maintain accurate and detailed records of client interactions, migration progress, and issues in internal tracking systems.
- Produce bilingual documentation when required and provide regular status updates to internal stakeholders and leadership.
- Document learnings, best practices, and process improvements at the end of each migration cycle contribute to knowledge repositories and playbooks.
Mailbox& Case Management
- Monitor and respond to client inquiries via dedicated migration mailboxes within defined SLAs, handling queries in Japanese and English.
- Manage a portfolio of dedicated client accounts, ensuring appropriate followup and prioritization.
- Coordinate with crossfunctional teams (Product, Technology, Operations, Compliance) to resolve client issues.
Stakeholder Management
- Collaborate with internal teams to understand platform changes, client segmentation, and execution strategies.
- Partner with Japancoverage stakeholders as needed navigate multiple reporting lines and ensure alignment across stakeholders.
- Represent the Client Execution team with professionalism and composure in all interactions.
Required Qualifications & Skills
Essential
- Businesslevel proficiency in Japanese and English (spoken and written) able to conduct client meetings and draft client communications in Japanese.
- Prior experience in clientfacing roles (customer service, client onboarding, account management, or similar).
- Strong attention to detail with the ability to manage multiple tasks and priorities simultaneously.
- Demonstrated ability to learn technical concepts quickly and explain them clearly to nontechnical audiences.
- Proven track record of ownership, accountability, and delivering results under tight timelines.
- Professional demeanor, composure under pressure, and strong problemsolving skills.
- Proficiency in Microsoft Office (Excel, PowerPoint, Outlook) and experience with tracking/CRM tools.
Preferred
- Experience in financial services, payments, or technology migrations.
- Familiarity with client onboarding processes, system implementations, or project execution.
- Understanding of banking operations, payment and statement formats, and platform modernization initiatives (Japan market experience a plus).
- Experience managing stakeholder relationships across multiple teams or geographies.
- JLPT N2 or higher (or equivalent business proficiency) preferred.
Key Competencies
- Client Focus: Builds rapport, manages expectations, and delivers exceptional client experiences in Japanese and English.
- Execution Excellence: Detailoriented, organized, and drives tasks to completion.
- Adaptability: Comfortable in a fastpaced, evolving environment with shifting priorities.
- Collaboration: Team player who works effectively across functions and geographies.
- Professionalism: Represents J.P. Morgan with integrity, composure, and a solutionsoriented mindset.
- Communication: Clear, concise, audienceappropriate messaging strong crosscultural communication skills.
