Apply Now    

CIB Operations - Transfer Agency - Operations Service Delivery Manager - Vice President/Associate

Req #: 170070862
Location: Senningerberg, L, LU
Job Category: Operations
Potential Referral Amount: 4000 Pound Sterling (GBP)

J.P. Morgan Fund Services provides services including fund accounting, fund administration, investment operations, and transfer agency to mutual and pension funds. EMEA Transfer Agency OSD is a department within the EMEA Fund Services Operations team that houses client facing professionals that support our day to day service delivery to clients.

Role Description

This is an Associate position in the Transfer Agency OSD team based in Luxembourg. It is a client-facing operations role with overall accountability for ensuring local transfer agency service requirements are delivered.  The Transfer Agency OSD Manager will be the primary senior point of contact for a significant J.P. Morgan client or multiple clients, and the primary communication source for escalation of all issues, service updates, and progress updates for the client.


The Transfer Agency OSD Manager will:

  • Build a stable senior relationship with the client to support key interactions and seamless execution and escalation
  • Use understanding of transfer agency operations to build out a progressive approach to proactively improving the quality of service delivered to the client
  • Maintain an effective interactive relationship with internal partners including fund accounting, client services, 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 driven by the Transfer Agency OSD Team

Key Responsibilities of the Transfer Agency OSD Team

  • 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
  • Co-ordinate and chair all operational service reviews
  • Act as the primary client facing transfer agency subject matter expert for service delivery issues
  • 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 behavior and effectiveness and efficiency of operational processes
  • Ensure regulatory requirements requiring changes to operational process are met
  • Support client training requirements including maximizing self service opportunities
  • Act as primary subject matter expert for all front end reporting definitions, customization and training, including data governance and structure
  • Maintain service plan and issue log
  • Participate in operations fast board meetings and ensure intra day communication with all processing teams to ensure seamless service delivery
  • Own the transfer agency process and any actions end to end to fully resolve inquiries consistent with client SLA


  • A strong sense of ownership and responsibility
  • Excellent interpersonal 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 key stakeholders. Ability to challenge and influence stakeholders to ensure decisions are well thought out and can be executed from an operations perspective
  • Client request Interpretation and solutioning

 Required Experience:

  • Experience in dealing with highly complex, demanding client organizations
  • Familiarity with front end reporting tools including report writing and customisation
  • 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 (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
  • Leadership: be personally accountable for the operations roadmap and manage conflicting objectives
  • Communication skill set: strong written and verbal communication skills with complimentary presentation skills
  • Documentation: ability to produce clear, concise, relevant and accurate documentation
  • Results driven: proven track record in client servicing
  • Team player: comfortable working across all levels of the organisation and bringing teams together to achieve results
JPMorgan Chase & Co. (NYSE: JPM) is a leading global financial services firm with assets of $2.5 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

JPMorgan Chase & Co. offers an exceptional benefits program and a highly competitive compensation package.
JPMorgan Chase & Co. is an Equal Opportunity Employer.
Apply Now    

Join our Talent Community

Not ready to apply? Leave your information with us and we will keep you up to date with new career opportunities.

Things to note

Sign in to our application system to continue your job search or update your profile.

Current employees sign in here. Contractors sign in here.

Any information you provide is confidential and will only be viewed by our recruiters in an effort to fill open positions. In addition, the information you provide is subject to our privacy policy practices.

Please note that J.P. Morgan will not accept unsolicited approaches or speculative CVs, nor will J.P. Morgan be responsible for any related fees, from Third Party Firms who are not preferred suppliers.

The firm invites all interested and qualified candidates to apply for employment opportunities.

Need disability related assistance?

If you are a US or Canadian applicant with a disability who is unable to use our online tools to search and apply for jobs, please click here.

Important links

Click here to view the "EEO is the Law" poster.

Click here to view the "EEO is the Law" supplemental poster.

Click here to view our U.S. Pay Transparency Policy.

JPMorgan Chase is an equal opportunity and affirmative action employer Disability/Veteran.