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Asset Management - Client Services Associate (Supervisor)

Req #: 170116657
Location: London, ENG, UK
Job Category: Asset Management
Potential Referral Amount: 3500 Pound Sterling (GBP)
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.  

Overall Objective
Overall purpose of the role is to support & service our existing Client base, with regards to all operational matters to our Luxembourg based Funds. In addition the role includes supervisor responsibilities for the team (three direct reports)


Client Experience

  • Maintain a professional phone and email etiquette, for client related queries and internal partners.
  • Own on-boarding process for allocated client base in close co-operation with involved teams.
  • Handle regular client and team tasks according to client task list.
  • Query/Error/Complaint handling by applying highest quality standards and according to procedures within agreed deadlines (KPI).
  • Take end-to-end ownership of client related issues and participate in projects where appropriate. Report and escalate all client issues/needs to Management and encourage teamwork in order to attain business goals.
  • Constantly review and improve service performance and identify opportunities to enhance client experience.
  • Proactively inform clients of changes/issues/initiatives (e.g. regulations, JPM policies, services, etc.).
  • Service clients using the full array of systems/tools including AWD, TA Register, email.

  • Enable fluid communication by proactively keeping CS teams and Management up-to-date on current status of outstanding issues - ensuring eventual total service delivery.
  • Build strong working relationship with JPMAM teams (e.g. Service Delivery, Transfer Agency CTAS, Client Onboarding COT, Funds Control FCD, Trailer Fees, Finance, Compliance, Risk...) to ensure a continuous exchange takes place.
  • Be flexible and where/when need be, support the Client Communication/mailing process
  • Increase knowledge by actively sharing information with Client Services teams to expand their ability and professionalism in handling all types of client enquiries and complaints.
  • Facilitate a regular exchange with operational areas to ensure complete transparency in respect of allocated clients. Identify additional opportunities for information sharing.
  • Provide regular reporting on team situation (volumes, capacity) and client specific topics as applicable.
  • Proactively build network with key partners from operational areas to leverage efficiency, maximise the impact of ideas and achieve targets.

    Control of Risk

  • Maintain awareness of approved procedures and control requirements and act on it accordingly.
  • Escalate and communicate issues to Management as appropriate and in a timely manner in order to minimise financial and reputational damage.
  • Actively own team tasks such as checking of queues, monitoring of market inbox, task sheet sign off and checking of deal pipeline.
  • Ensure team end of day checklists are maintained, signed and adapted to departmental needs to ensure all team tasks and controls have been performed.
  • Support the management team in the mitigation of risk. Actively contribute with feedback wherever appropriate.

 Supervise Team

  • Day to day responsibility for three direct reports
  • Act as escalation/referral point
  • Create development plans for team members
  • Provide feedback and complete appraisal reviews
  • Ensure appropriate procedures are in place and followed
  • Issue management including errors and complaints
  • Significant experience in the asset management industry

  • Technical knowledge of pooled fund products

  • Proven track record in building and maintaining excellent long term client relationships

  • Proven track record in executing complex initiatives with an ability to influence both internal and client organizations

  • General  understanding of  financial security markets, product suites , the relevant investment vehicles and regulatory requirements

  • Experience working with Institutional clients investing in pooled fund products

  • Strong academic background and Bachelor’s Degree or equivalent

    Personal Attributes:

  • Client focused and able to gain an in-depth understanding of clients’ servicing needs

  • Excellent communication skills (both oral and written) and ability to influence relevant stakeholders

  • Strong judgment and decision- making skills with a risk mind set

  • Ability to develop strong internal/external relationships

  • Proactive/self-motivated

  • Ability to thrive in team environment

  • Highly accurate with good attention to detail with excellent organizational skills

  • Ability to multitask and to pursue/meet deadlines

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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