Asset Management - Client Service Analyst - Professional - 12 month FTC (Based in Luxembourg)

Job description

Job title: Client Services Professional
Department: Continental Europe Funds Client Services Team

Overall Objective.
Overall purpose of the role is to support & service our existing Client base (Direct, Financial Intermediaries & Private Bank), to support Client Communications, as well as represent JPMAME towards major relationships (identified by the respective Sales Office) with regards to all operational matters, to ensure close, efficient communication and involvement of the relevant Country offices.

Main responsibilities and tasks:

Client Experience
• Provide & maintain key contact point in JPMAME with regards to all operational matters for assigned Sales offices, group of allocated clients and external co-operating entities such key distributors. Ensure all parties are continuously aware of your role and contact information.
• Query/Error/Complaint handling by applying highest quality standards and according to procedures within agreed deadlines (KPI).
• Own on-boarding process for allocated client base in close co-operation with Sales and Operations.
• Handle regular client and team tasks according to client task list.
• Provide the essential link between Sales and Operations; take end-to-end ownership of client related issues and participate in projects where appropriate. Report and escalate all client issues/needs to Sales/Management and encourage Sales & Operations teamwork in order to attain business goals.
• Constantly review and improve service performance and identify opportunities to enhance client experience.
• If applicable, perform, in liaison with Sales, client meetings as required, including country-specific seminars, fund fairs or road shows.
• Proactively inform clients of changes/issues/initiatives (e.g. regulations, JPM policies, services, etc.).
• Participate in Client Satisfaction Survey (Voice of the Client) as applicable and receive outstanding feedback from clients and business partners.

Communication
• Enable fluid communication by proactively keeping Sales, 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, CTAS, COT, 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
• Remain updated on assigned market(s), on market specific project agenda, product knowledge and key clients/major relationships (research, analyse, generate and implement ideas on possible service enhancements, market requirements, legal changes, tax changes, procedure changes, and innovative service improvements).
• 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 and markets. Identify additional opportunities for information sharing.
• Provide regular reporting on team situation (volumes, capacity) and client specific topics as applicable.
• Be responsible for Client Service image and actively contribute to a positive image building with internal and external partners.
• 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.
• Complete all mandatory trainings proactively (i.e. AML, Data Privacy, Code of Conduct etc).
• Escalate and communicate issues to Sales/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.

Desired profile

Language requirements
• Excellent command of written and spoken English and German. Knowledge of French would be an advantage.

Threshold competencies

Focuses on the client
Appreciates and understands client needs and aligns these with the products and services of the firm.

Focuses on results
Does what it takes to deliver their job objectives and targets.

Takes initiative
Takes responsibility and acts before being directed. Makes suggestions for the overall improvement of the Firm's activities.

Is thorough
Is systematic in approach to detail to ensure that activities are completed effectively.

Builds relationships
Establishes effective relationships for the benefit of both themselves and the Firm.

Commits to goals and values
Aligns own behaviour with the goals and values of the Firm. Demonstrates leadership and is flexible in approach for the good of the Firm.

Is aware of the wider organisation
Is aware of how their activities impact on others in the wider organisation, and how the Firm's systems, procedures and controls impact on their own job.

Is adaptable
Is prepared to adapt their approach to meet the requirements of different situations, and is receptive to the need for change. Is able to see the value of a different views different their own.

Is aware of others
Understands the needs and requirements of others and has an accurate perception of how they are likely to react.