Operations - Client Service - Associate

Last updated an hour ago
Job Type:Full Time

The Operational Service Delivery Manager (“OSDM”) is the daily contact and first point of escalation for clients and internal operations teams. The OSDM takes ownership of issues and will assess, coordinate and manage with the assistance of the relevant internal teams in ensuring that service delivery standards are continuously in alignment with the terms of the service level agreement between J.P. Morgan and the client.

The Operations Solution Delivery (OSD) team exhibits an ability to work with, and manage through, other functional areas within Fund Services both locally and globally, to ensure the provision of a timely and efficient level of service. The OSDM has a high degree of autonomy in the management of their client base, however must be able to exercise reasonable judgment regarding the escalation of issues to the relationship manager, their client service team manager, and to appropriate operations managers.

Your responsibilities will include:

  • Managing client relationships to ensure the operational service level agreement between J.P. Morgan and the client
  • Manage difficult messaging with the client
  • Understanding Investment Manager and/or Superannuation clients and their needs
  • Connect the dots of how an issue in one area within Fund Services can have a knock on impact in another area
  • Manage Hubs to achieve 100% delivery for NAV Validation & Client deliverables against SLAs
  • Conduct analysis of query trends, root cause analysis and deep dives to improve client experience and remove operational roadblocks

To be successful you will need:

  • Minimum 5 years relevant industry experience in the financial services sector and preferably Fund Accounting
  • Client Service experience
  • Experience in and understanding of Fund Services
  • Proven exposure to Investment Manager and/or Superannuation clients
  • Able to work well under pressure, prioritize appropriately, meet deadlines and juggle simultaneous demands
  • Supports, drives and influences the goals and strategies of business by taking initiative, engaging others, expressing ideas and challenging the status quo and effectively representing the Business function