DescriptionAre you a client focused professional with a passion for Service Delivery? We are seeking a highly motivated individual who will play a crucial part in supporting the firm's Securities Services business where you will work on key projects with high profile clients. As a dynamic and driven professional, you will play a pivotal role in the Fund Services team where you will have an opportunity to elevate your career to the next level.
As a Client Operations Manager in the Fund Services Operations team, you will be the daily contact and first point of escalation for clients and internal operations teams. You will take ownership of the issue and will assess, coordinate, and manage the issues with the assistance of the relevant internal teams ensuring that service delivery standards are continuously in alignment with the terms of the service level agreement between J.P. Morgan and the client.
In your new role, you will exhibit an ability to work with, and manage through, other functional areas both locally and globally, to ensure the provision of a timely and efficient level of service. You will have a high degree of independence in the management of your client base, however you 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.
Job Responsibilities
- Establish schedule of service reviews with service delivery partners and conduct/run service reviews, and incorporate service metrics and client reporting.
- Be responsible for follow through on service delivery issues emanating from service reviews.
- Create and maintain “Paths to Green” for service functions operating below client expectations.
- Facilitate regular communication across all internal teams to support consistent service delivery (virtual team meetings)
- Establish a rapport with the client that allows for joint tactical planning for client and J.P. Morgan led initiatives.
- Take a lead role in all service delivery initiatives.
- Conduct analysis of query trends, root cause analysis and deep dives to improve client experience and remove operational roadblocks
Required qualifications, capabilities, and skills
- Minimum 8 years relevant financial services industry experience within Fund Accounting or Fund Services.
- Relevant knowledge and experience will be considered in conjunction with related business degree, or industry recognized training ((Certified Practising Accountant (CPA), Association of Chartered Certified Accountants (ACCA), Security Industry Association (SIA), The Australian Financial Security Authority (AFSA)).
- Strong sense of ownership and understanding of Securities Services and in particular Funds Services.
- Ability to work under pressure, prioritise appropriately, meet deadlines and juggle simultaneous demands.
- Demonstrated working knowledge of fund accounting processes and deliverables.
- Proven high performance track record within operational teams.
- Proactively respond and adapt to change on a personal and professional level. Support and influence strategies to support business transformations and enhancements to current practices.
- Support, drive and influence the goals and strategies of business by taking initiative, engaging others, expressing ideas and challenging the status quo and effectively representing the Business function. Demonstrate leadership, influencing and change management behaviours.
- Excellent communication skills and effective influencing and negotiation skills.
Preferred qualifications, capabilities, and skills
- Take accountability for issues and actions and leverage relationships to ensure client and internal expectations are met.
- Effective analytical and decision making skills.
- Attention to the identification, prioritization and resolution/escalation of risk issues.