JOB DESCRIPTION J.P. Morgan's Corporate & Investment Bank (CIB) 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. The Corporate & Investment Bank (CIB) provides strategic advice, raises capital, manages risk and extends liquidity in markets around the world.
Digital & Platform Services teams support the Corporate & Investment Bank and its partners and functions including Technology, Data Science, Client Service, Product and Platform as well as other businesses and stakeholders across the firm.
Markets Operations supports all asset classes including equities, fixed income, currencies and commodities. Services provided encompass trade support, pre-execution support for electronic trade systems and vendor platforms, client servicing, regulatory reporting and controls, as well as asset servicing, clearing, settlement and collateral management, vaulting and movement of physical commodities and billing support for clients and partners in over 100 global markets.
Digital Client Services (DCS) is a team part of Markets Operations, comprised of client relationship managers, service specialists and product and delivery managers who are driven by a common goal – designing and building a new digital client service experience which brings together data, intelligence, people and a platform-mindset.
J.P. Morgan Digital Client Support is a global team of 31 client service professionals providing 24*5 L1 coverage for JP Morgan's digital channels as well as multiple businesses and products.
The Role We are looking for a Modern Client Service / Client Experience Executive who is an out-of-the-box thinker, capable of thinking strategically and presents viable alternatives to improve efficiency of the organization and help drive exceptional client service.
In this role, you will be partnering closely with Technology, Product & Business by leveraging data insights and performing root cause analysis to recommend tactical & strategic solutions for improving Client Experience.
You should have excellent communication and organizational skills, strong attention to detail, enjoy handling complexity and be very comfortable with ambiguity. We value diversity in all aspects and welcome new perspectives to our objectives, products and processes.
You should be a highly self-motivated individual with technology experience, effective communication and analytical skills, experience interacting with and presenting to senior leaders, and the ability to develop relationships across all seniority levels and any lines of business or corporate function.
Job Description: Operations (Allocation: 70%): Individual will be responsible for managing a Client Service team that provides Level 1 Helpdesk support to our proprietary applications for our Custody & Funds Services, Prime Brokerage and Markets clients. Manage the team that will provide enhanced client service support for VIP/top tier clients. Provide technical support and resolution for various applications hosted on JP Morgan Markets portal. Use data and analytics to inform product development and service standards. Execute process analysis, process mapping, data analysis and user interviews. Prepare and deliver data-driven recommendations and supporting materials. Manage stakeholders by cultivating and establishing relationships. Take a diplomatic leadership approach to involve stakeholders early. Strategy and Transformation (Allocation: 30%): Manage the development of a Target State vision, multi-year plan and roadmap of initiatives. Engage in the ongoing assessment of business challenges, needs, gaps, customer feedback, and recommend strategies. Consistently exhibit Design Thinking and customer centric problem solving. Develop value propositions around scalable solutions. Support the development and implementation of simple process changes. Measure project performance using the Objectives and Key Results (OKR) framework. Skills and Knowledge required: Operations Experience of 8 - 20 years with Client Service Operations, with at least 2+ years as a Team Manager. Strong problem solving, collaboration, communication, and presentation skills. Exceptional organizational and time management skills. Strong multi-disciplinary collaboration skills. You clearly communicate and involve stakeholders early. You are calm and handle difficult situations with a clear, cool head. Strategy and Transformation: Experience with building a strategy, as well as the development and execution of roadmaps. Concise speaker, storyteller, writer and presentation creator. Experience with multiple marketing channels. Entrepreneurial spirit & ability to wear many hats. Comfort with Design Thinking framework and user-centred practices. Data analytics skills covering as a basis, but not limited to, excel, access database, Alteryx, Tableau. Data literacy and able to engage with AI, Machine Learning partners. Experience in fintech or the wider financial services sector would be a bonus. ABOUT US
J.P. Morgan is a global leader in financial services, providing strategic advice and products to the world's most prominent corporations, governments, wealthy individuals and institutional investors.
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.
ABOUT THE TEAM
The Corporate & Investment Bank is a global leader across investment banking, wholesale payments, markets and securities services.
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