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CIB Operations -Transfer Agency – Client Delivery Associate (Operations Service Delivery) – Dublin

Req #: 180014914
Location: Dublin, L, IE
Job Category: Operations
Potential Referral Amount: 3000 Euro (EUR)
Business Overview
About J.P. Morgan Chase & Co.
J.P. Morgan is a leading global financial services firm with assets of $2.1 trillion and operations in more than 60 countries. The firm is a leader in investment banking, financial services for consumers, small business and commercial banking, financial transaction processing, asset management and private equity. Information about J.P. Morgan is available at
About J.P. Morgan Corporate & Investment Bank
J.P. Morgan's Corporate & Investment Bank is a global leader across banking, markets and investor services. The world's most important corporations, governments and institutions entrust us with their business in more than 100 countries. With $18 trillion of assets under custody and $393 billion in deposits, the Corporate & Investment Bank provides strategic advice, raises capital, manages risk and extends liquidity in markets around the world.
Role Description
This is an Associate position in Transfer Agency based in Dublin. It is a client-facing operations role with accountability for ensuring local Transfer Agency service requirements are delivered.  
The Transfer Agency Client Delivery Associate will;
  • Serve as the main contact for a portfolio of clients and their investors; answer all phone calls and emails pertaining to those relationships and demonstrate ability to resolve queries timely and accurately.
  • Receive Deals from shareholders & distributors via fax, telephone, Swift and file.
  • Monitor workflow and swift queue for deal receipt.
  • Quality check of exceptional processes completed by team members.
  • Ensure intraday cash flow prediction reports are issued to portfolio Managers within agreed SLA’s.
  • Use understanding of transfer agency operations to build out a progressive approach to improving the quality of service delivered to the client.
  • Maintain an effective interactive relationship with internal partners including fund accounting, sales, technology, solutions, and custody and product development. Work with this wider team to ensure that the service quality that is delivered is of an excellent standard.
  • Support the standard of delivery through proactive client engagement and effective deliverable planning including using operational knowledge to take end to end ownership of issue resolution.
  • Be an active participant on key initiatives.
Key Responsibilities: 
  • Ensure awareness of clients overall CIB operating model including any upcoming changes that could affect transfer agency.
  • Maintain governance and responsibility for all operational processes.
  • Support client projects, assess impacts, consolidate department feedback and requirements for change management.
  • Participate in operational service reviews with the client and relevant stakeholders.
  • Identify core weaknesses in any aspect of service delivery. Plan and deliver solutions in coordination with the operational groups.
  • Pre-empt (where possible) and manage/resolve service issues end to end and ensure timely communication to the client.
  • Identify and work towards opportunities to improve client behaviour and effectiveness and efficiency of operational processes.
  • Ensure regulatory requirements are met in the day to day operational process.
  • Participate in operations fast board meetings and ensure intraday communication with all processing teams to ensure seamless service delivery.
  • Produce and review client and investor level reporting, such as monthly / quarterly statements, contract notes, order acknowledgements, and regulatory reports.
  • A strong sense of ownership and responsibility.
  • Excellent client facing skills.
  • Drive results through leadership, people, communication and influence.
  • Comfortable with change, ambiguity, debate, conflict and informed risk taking.
  • Multi-tasker who can manage multiple streams of work concurrently.
  • Willingness to make decisions, while ensuring buy in from stakeholders. Ability to challenge and influence stakeholders to ensure decisions are well thought out and can be executed from an operations perspective.
  • The successful candidate knows how to set priorities right, is flexible in managing working hours and feels comfortable in delivering the right results under time pressure and within tight deadlines.
Required Experience:
  • Experience in dealing with highly complex, demanding client organizations.
  • Organization: strong organizational and time management skills.
  • Client Service: ability to interact efficiently with clients and effectively manage client expectations.
  • Business Knowledge: strong product & business knowledge, including significant experience (minimum 3-5 years) working in transfer agency, able to demonstrate an in depth understanding of end to end operational processes.
  • Controls Focus: excellence in designing optimal operations controls & workflow.
  • Communication skill set: strong written and verbal communication skills with complimentary presentation skills.
  • Results driven: proven track record in client servicing.
  • Team player: comfortable working across all levels of the organisation, locations and bringing teams together to achieve results.
Position Demands
  • Flexible work hours required to meet operational needs, which may require working a rotating shift covering EMEA and US clients.
  • Extended hours/weekends may be required during integration/implementation of new business or systems, as well as during peak cycles (year-end, month-end)
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