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SalaryDo you have a passion for delivering exceptional service and managing client relationships? We currently have an exciting opportunity where you will play a pivotal role in ensuring the highest standards of service excellence for some of the largest clients in the ANZ region.
As a Client Operations Manager in the Fund Services Operations team, you will be the daily contact and first point of escalation for clients and internal operations teams. You will take ownership of the issue and will assess, coordinate, and manage the issues with the assistance of the relevant internal teams ensuring that service delivery standards are continuously in alignment with the terms of the service level agreement between J.P. Morgan and the client.
In your new role, you will exhibit an ability to work with, and manage through, other functional areas both locally and globally, to ensure the provision of a timely and efficient level of service. You will have a high degree of independence in the management of your client base, however you must be able to exercise reasonable judgment regarding the escalation of issues to the Relationship Manager, their Client Service team manager, and to appropriate Operations managers.
Job Responsibilities
- Establish schedule of service reviews with service delivery partners and conduct/run service reviews, and incorporate service metrics and client reporting.
- Be responsible for follow through on service delivery issues emanating from service reviews.
- Create and maintain “Paths to Green” for service functions operating below client expectations.
- Facilitate regular communication across all internal teams to support consistent service delivery (virtual team meetings)
- Establish a rapport with the client that allows for joint tactical planning for client and J.P. Morgan led initiatives.
- Take a lead role in all service delivery initiatives.
- Conduct analysis of query trends, root cause analysis and deep dives to improve client experience and remove operational roadblocks
- Minimum 8 years relevant financial services industry experience within Fund Accounting or Fund Services.
- Relevant knowledge and experience will be considered in conjunction with related business degree, or industry recognized training (CPA, ACCA, SIA, AFSA).
- Strong sense of ownership and understanding of Securities Services and in particular Funds Services.
- Ability to work under pressure, prioritise appropriately, meet deadlines and juggle simultaneous demands.
- Demonstrated working knowledge of fund accounting processes and deliverables.
- Proven high performance track record within operational teams.
- Proactively respond and adapt to change on a personal and professional level. Support and influence strategies to support business transformations and enhancements to current practices.
- Support, drive and influence the goals and strategies of business by taking initiative, engaging others, expressing ideas and challenging the status quo and effectively representing the Business function. Demonstrate leadership, influencing and change management behaviours.
- Excellent communication skills and effective influencing and negotiation skills.
- Take accountability for issues and actions and leverage relationships to ensure client and internal expectations are met.
- Effective analytical and decision making skills.
- Attention to the identification, prioritization and resolution/escalation of risk issues.
We recognize that our people are our strength and the diverse talents they bring to our global workforce are directly linked to our success. We are an equal opportunity employer and place a high value on diversity and inclusion at our company. We do not discriminate on the basis of any protected attribute, including race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, marital or veteran status, pregnancy or disability, or any other basis protected under applicable law. In accordance with applicable law, we make reasonable accommodations for applicants' and employees' religious practices and beliefs, as well as any mental health or physical disability needs.
About the Team: The Corporate & Investment Bank is a global leader across investment banking, wholesale payments, markets and securities services. The world's most important corporations, governments and institutions entrust us with their business in more than 100 countries. We provide strategic advice, raise capital, manage risk and extend liquidity in markets around the world.
