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JPMorgan Chase & Co.
- London
- JPMorgan Chase & Co. - London
JPMorgan Chase & Co. is a leading global financial services firm with assets of more than $2.4 trillion, over 250,000 employees and operations in over 60 countries. It operates across four business segments including Asset & Wealth Management, Corporate and Investment Banking, Commercial Banking and Consumer and Community Banking.
J.P. Morgan Asset & Wealth Management advises institutions, endowments, foundations and families through Asset Management and Wealth Management. Our Wealth Management business includes J.P. Morgan Private Bank, J.P. Morgan Securities and Chase Wealth Management.
Job Overview
JPMorgan Asset Management has delegated our TA, Client Service and Complaint functions to a Third Party Administrator (TPA).
The services provided include processing of deal transactions, maintenance of the register, settlement/reconciliation of payments, handling of client money, execution of corporate actions, answering all client queries, processing of telephone deal transactions and complaint handling. The accountability of JPMAM remains unchanged by this delegation and the UK Funds TA Service Delivery Team are responsible for overseeing the delivery of these services and managing the relationship with the appointed TPA.
The TA Service Delivery Team provides a point of escalation for service related issues for both the TPA and internal AM stakeholders in relation to TA & Client Servicing activities. Whilst TA oversight is the predominate requirement of this role, support of the Client Service Oversight functions may be required at times. The successful applicant will be required to review volumes in line with forecasts, review KPI’s, ensure consistent quality monitoring is undertaken, service reviews are attended and appropriately audited and positive change is driven forward to reduce TA service issues
Responsibilities:
Regular site visits to TPA for monitoring purposes
Building relationships with other clients of the appointed TPA via various forums
Support of the Client Service Oversight functions
Ensure regular reviews of BAU service quality take place
Keep TPA knowledge base systems updated with all relevant information and changes
Key Performance Indicator (KPI) monitoring – ensure timely and appropriate escalation of any trends/performance issues.
Oversight of agreed levels of service
Coordinate fund events and corporate actions with TA and internal JPMAM Teams
Awareness of CASS regulations and impact on TA servicing
Oversight of Cashflow reporting and handling of any issues which impact this process
Coordination of issue management when issues impact the delivery of TPA services – i.e. cashflows, dealing
Liaison with Sales/CAM to ensure TA can support client operational requirements
Knowledge and support of the AMC/RC process
Support Line Manager in relation to meeting attendance internally and externally and other duties as required
Understand industry changes and impact that will have on our business with the TPA
Referrals of some queries which fall outside of the TPA’s responsibility i.e; certain historic events/issues
Error analysis and feedback
Resolution of escalated TA queries and issues: ensure in-time, appropriate error/incident escalation and resolution
Escalation point for any servicing issues both for TPA and internal AM teams.
Responsibility to spot, act on and minimize risks within the business.
Coordination, prioritization & briefing for related projects that will impact Servicing teams at the TPA
Partnership with JPMAM Vendor Management, attendance at monthly service review meetings.
Liaison with other internal & external vendors e.g. Calastone, EMX.
SLA reviews.
Represent TA Oversight within AM forums.
Identify opportunities for client service improvement and coordinate with all areas impacted to effect the change.
Understand business strategy and ensure it is relayed back TPA
Knowledge of OEICS/IT/LIFE
Effective time management
Self-motivation
Excellent communication skills (verbal and written)
Ability to build strong relationships both internally and externally
Thorough
Adaptable with ability to mulit-task
Attention to detail
Understands when to escalate
Negotiating and influencing
Leadership
Strong team ethic
Microsoft products
JPMorgan Chase & Co. offers an exceptional benefits program and a highly competitive compensation package. JPMorgan Chase & Co. is an Equal Opportunity Employer.