We are a client facing operations team that serves as the first point of contact for all post trade activities for the Global Custody business. The team's core responsibilities are to deliver superior client experience for our Custody clients; remediating client queries with a commitment to execute with operational excellence.
The team work in partnership with clients, ensuring agreed service levels are met and future needs understood. Our mission is to provide a world-class service experience at every client touch point and achieve quality leadership in the industry through measurable and proven service performance. The team is responsible for the monitoring, reporting, and advocating continuous improvement of the service delivery relationship between JPM and the client by leveraging various systems and tools to monitor and analyze client issues across the organization.
You will help the business identify client trends and streamline operational workflows using financial technology tools and data analytics software.
Internally, the Custody Client Facing team works in close partnership with the Client Service Account Managers who own complex items such as Service Delivery Issues (SDIs) and/or Service Requests (SRs). You will work with, and manage through, other operational areas both locally and globally to ensure provision of timely and efficient level of issues resolution.
Externally, the Custody Client Facing team fosters a close relationship with our clients in order to understand their requirements and expectations and proactively identify optimization opportunities. You will also meet with clients by attending client service review meetings and service calls on a regular basis.
Job responsibilities:
Required qualifications, capabilities, and skills
Preferred qualifications, capabilities, and skills
The team work in partnership with clients, ensuring agreed service levels are met and future needs understood. Our mission is to provide a world-class service experience at every client touch point and achieve quality leadership in the industry through measurable and proven service performance. The team is responsible for the monitoring, reporting, and advocating continuous improvement of the service delivery relationship between JPM and the client by leveraging various systems and tools to monitor and analyze client issues across the organization.
You will help the business identify client trends and streamline operational workflows using financial technology tools and data analytics software.
Internally, the Custody Client Facing team works in close partnership with the Client Service Account Managers who own complex items such as Service Delivery Issues (SDIs) and/or Service Requests (SRs). You will work with, and manage through, other operational areas both locally and globally to ensure provision of timely and efficient level of issues resolution.
Externally, the Custody Client Facing team fosters a close relationship with our clients in order to understand their requirements and expectations and proactively identify optimization opportunities. You will also meet with clients by attending client service review meetings and service calls on a regular basis.
Job responsibilities:
- Manage the Custody Client Operations Client Facing Team who services APAC based clients with global investment portfolio, client based primarily in Hong Kong, China and South East Asia.
- Accountability for the E2E query resolution raised by clients. These queries will include, but not be limited to Settlements, Corporate Actions, Tax and Income. Involved in detailed discussions/handholding.
- Drive resolution and manage escalations leveraging internal teams globally and regionally as appropriate.
- Partner with client service account managers in analysis of service requests and service delivery Issues as well as any daily activities that may impact client satisfaction. Attend client meetings
- Analyze client transactional data, identify trends, behaviors, key risk and control metrics; present data metrics to senior management, business stakeholders and support client interactions. Leverage technology and digital tools to identify and deliver client and operational efficiencies
- Monitoring and resolution of risk indicators to ensure that both J.P. Morgan and the client are aware of any issues that may have an adverse financial or reputational impact.
- People management, includes setting objectives, building the culture and career development plan.
Required qualifications, capabilities, and skills
- Minimum 10+ years' experience in Trade Management/Cash/Asset Servicing at a Custodian or Prime Broker with a focus on client service & operations
- Minimum of 4+ year of managerial experience in managing operational teams
- Strong financial markets product knowledge and understanding of the transaction lifecycle in Custody ; Extensive knowledge of financial markets and instruments, both domestic and global
- Strong focus in client service management, communication and delivery
- Strong analytical and problem solving skills, taking initiative to drive change and enhance controls; Ability to manage through a changing business landscape
- Candidate must have a control focused agenda, and a thorough understanding of program/project risk; Anticipate issues and drive initiatives to ensure results;
- As this role will have regular client facing involvement and engagement with senior staff in all areas of Investor Services, the person in this role must be confident, articulate and able to represent J.P. Morgan in front of clients. Strong oral and written communication and presentation skills are required.
Preferred qualifications, capabilities, and skills
- Asian language skills like Japanese, Mandarin, Thai, etc. will be a plus.
- Ability to be flexible, follow tight deadlines, organize and prioritize work
- Ability to work closely with business partners and interact with all staff levels
- Ability to work closely with business partners and interact with all staff levels
J.P. Morgan is a global leader in financial services, providing strategic advice and products to the world's most prominent corporations, governments, wealthy individuals and institutional investors. Our first-class business in a first-class way approach to serving clients drives everything we do. We strive to build trusted, long-term partnerships to help our clients achieve their business objectives.
We recognize that our people are our strength and the diverse talents they bring to our global workforce are directly linked to our success. We are an equal opportunity employer and place a high value on diversity and inclusion at our company. We do not discriminate on the basis of any protected attribute, including race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, marital or veteran status, pregnancy or disability, or any other basis protected under applicable law. In accordance with applicable law, we make reasonable accommodations for applicants' and employees' religious practices and beliefs, as well as any mental health or physical disability needs.
