Client Service Manager - Transfer Agency - Vice President
J.P. Morgan
Senningerberg, Luxembourg, Luxembourg
il y a 5j

Role Description :

The client-facing role is in the EMEA TA OSD team based in Luxembourg and partners closely with the Client Services (CS) team as the TA primary point of contact for J.

P. Morgan Bank Fund Clients. The role serves as the main communication point for the Client(s) on all TA-related matters such as issue escalation, service and progress updates and acts as the main owner for the overall Client TA service delivery.

  • The Transfer Agency OSD member will;
  • Build a stable, senior relationship with the Client to support key interactions and seamless communication and escalation
  • Use understanding of TA Operations to proactively lead quality service improvements
  • Maintain an effective, interactive relationship with internal partners including, but not limited to : Fund Accounting, CS, Relationship Management, Technology, Product Development and other JPM Products (TSS, Custody, etc.
  • Work with the entire JPM team to ensure an excellent quality standard service delivery

  • Proactively engage the Client for effective planning including using operational knowledge to take end- to-end ownership and oversight for issue resolution and influencing of TA deliverables
  • Be interested in working in a fast paced, dynamic environment and taking an active role in key initiatives
  • Key Responsibilities of the Transfer Agency OSD Team :

  • Act as the primary Client-facing Subject Matter Expert (SME) for TA service delivery
  • Own the TA processes and coordinate end-to-end actions with the broader TA team to pre-empt (if possible) and manage / resolve issues, inquiries and improvements consistent with Client SLD’s ensuring timely communication to the client
  • Own and facilitate the Client TA complaints and reporting processes
  • Communicate awareness of Client(s)’ overall CIB operating model including any upcoming changes that could affect TA
  • Maintain Client TA service documents : Service Level Delivery, Service Plan, Monthly KPIs, Monthly OSD Client TA Footprint, and Issue Log
  • Partner closely with Product & Tech to support Client projects, assess impacts, consolidate TA feedback and requirements for change management
  • Partner closely with CS to co-ordinate, chair, and provide input for all Client TA related operational service reviews, meetings, internally and externally, including visits to the Client as required
  • Identify, plan, and deliver solutions for TA services gaps in co-ordination with the operational groups, including regulatory requirements and control needs.
  • Identify and work towards opportunities to improve client behaviour, effectiveness and efficiency of operational processes
  • Support client training requirements including maximizing self-service opportunities
  • Evaluates data trends to identify improvement opportunities and associated issues and risks
  • Skills / Competencies :

  • Complex Problem Solving Skills : Strong analytical, problem solving and process re-engineering skills
  • Critical Thinking : Ability to look at the bigger picture and see many inputs and outputs objectively, evaluate and propose a solution
  • Creativity : Intuitive multi-tasker who can manage multiple streams of work concurrently using various resources and thinking outside the box
  • People Management : lead and motivate others to deliver results; people managers need performance management advanced skills
  • Coordinating with Others : Results Focus : Takes ownership and responsibility. Ability deal with issues on a local and regional business level
  • Emotional Intelligence : Towards others and self; Resilient. highly motivated, energetic self-starter, who finds solutions
  • Judgement & Decision Making : Willingness to make decisions, while ensuring buy-in from key stakeholders. Ability to challenge and influence stakeholders to ensure decisions are well thought out and can be executed from an operations perspective
  • Service Orientation : Adaptive Client and Communication skills : ability to present information in different degrees of detail and form depending on the audience;
  • interpret client requests and propose solutions

  • Negotiation : Advanced influencing / partnering skills : working on own, within a team, and through others
  • Cognitive Flexibility : Comfortable with change, ambiguity, debate, conflict and informed risk taking
  • Required Experience :

  • Languages : Demonstrates strong command of English, other European languages advantageous
  • Organization : Demonstrates agility in dealing with highly complex, demanding client organizations
  • Communication : Demonstrates familiarity with client report writing and customisation
  • Prioritization : Demonstrates strong organizational and time management skills
  • Client Service : Solid track record of interacting efficiently with clients and effectively manage client expectations, delivering results
  • Business Knowledge : Demonstrates strong product & business knowledge, including significant experience (5+ years) working in a TA / CS operations, able to demonstrate an in depth understanding of end-to-end operational processes
  • Controls Focus : Proven record of ability to collaborate in optimal operations controls & workflow analysis
  • Leadership : Proven skills in operations roadmap planning and deliveries whilst managing conflicting objectives
  • Communication : Demonstrates strong written and verbal communication skills with complimentary presentation and report writing skills (clear, concise, relevant and accurate)
  • Team Player : Demonstrates comfort working across all levels of the organisation and has track record of bringing teams together to achieve results
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