CIB - Operations -Transfer Agency Oversight Manager - Vice President

  • Based on experience
  • Sydney, New South Wales, Australia
  • Permanent, Full time
  • J.P. Morgan
  • 07 Feb 18 2018-02-07

JPMorgan Chase & Co. (NYSE: JPM) is a leading global financial services firm with assets of $2.6 trillion and operations worldwide. The firm is a leader in investment banking, financial services for consumers and small business, commercial banking, financial transaction processing, and asset management. A component of the Dow Jones Industrial Average, JPMorgan Chase & Co. serves millions of consumers in the United States and many of the world's most prominent corporate, institutional and government clients under its J.P. Morgan and Chase brands. Information about JPMorgan Chase & Co. is available at www.jpmorganchase.com.

J.P. Morgan’s Corporate & Investment Bank (CIB) is a global leader across banking, markets and investor services. It provides strategic advice, raises capital, manages risk and extends liquidity in markets around the world. The world’s most important corporations, governments and institutions entrust us with their business in more than 100 countries.




The Fund Services Middle Office Team (Operational Service Delivery) is responsible for managing operational delivery to the SLA, including query management and day to day client management. The primary focus is to improve the service level provided to the client by ensuring all deliverables are within the set Service Level Agreements, client communications are enhanced and that all issues are resolved and closed out to the clients satisfaction. 


 


The Fund Services Middle Office Manager is the daily contact and first point of escalation for clients and internal operations teams. You will take ownership of issues and assess, coordinate and manage them with the assistance of relevant internal teams to ensure that service delivery standards are continuously in alignment with the terms of the service level agreement between J.P. Morgan and the client.


 


Key Accountabilities:




  • Maintain high standard of client deliverable and query resolution outputs through continual review and training


  • Track all client deliverables and queries against SLAs


  • Manage hubs to achieve 100% delivery for NAV validation and client deliverables against SLAs


  • Manage error process output and SLAs


  • Manage and review client and internal MI


  • Conduct analysis of query trends, root cause analysis and deep dives to improve client experience and remove operational roadblocks


  • Work closely with Client Services on the outstanding actions on the issues logs


  • Attend weekly and monthly client service calls/meetings with the client


  • Work closely with senior management to achieve team and site wide goals and objectives


 

Qualifications/Experience:



  • A relevant tertiary qualification and/or industry recognized training (e.g CPA, ACCA, SIA, AFSA)

  • At least five years of relevant industry experience in the financial services sector

  • Demonstrated experience in investment administration products, including portfolio accounting, unit pricing and/or financial accounting

  • Proven experience in forming, building and leveraging internal and external client relationships

  • Strong influencing, negotiation and presentation skills

  • Ability to work under pressure, prioritise appropriately, meet deadlines and juggle simultaneous demands