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CIB Operations – Transfer Agency – Operations Service Delivery – Vice President

Req #: 170116793
Location: Senningerberg, L, LU
Job Category: Operations
Potential Referral Amount: 4000 Euro (EUR)


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/Vice President 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:

  • The successful candidate should be interested in working in a fast paced and dynamic environment and participate in a number of key initiatives that have an impact on the department
  • Evaluate data trends to identify improvement opportunities and associated issues and risks
  • 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’s

Skills/Attributes:

  • A strong sense of ownership and responsibility. Ability deal with issues on a local and regional business level
  • Highly motivated, energetic self-starter, who takes ownership of issues and drives them to resolution
  • Good organisational skills – manages and prioritises multiple tasks across different time horizons within deadlines
  • Excellent interpersonal client facing skills
  • Excellent written and oral communication skills with the ability to present information in different degrees of detail and form depending on the audience
  • Strong team player with excellent influencing and partnering skills
  • Strong analytical, problem solving and process re-engineering 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:

  • Strong command of the English language
  • Good command of the Dutch language (advantage)
  • 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. offers an exceptional benefits program and a highly competitive compensation package.
JPMorgan Chase & Co. is an Equal Opportunity Employer. 
   
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