Asset Management - UK Funds Transfer Agency (TA) Oversight & Client Service Relationship Management Associate (Based in London)

Job description

J.P. Morgan is a global leader in asset and wealth management services. The Asset Management line of business serves institutional, ultra high net worth, high net worth and retail clients through its Global Investment Management and Global Wealth Management businesses. With client assets of $2.4 trillion and assets under management of $1.7 trillion, we are one of the largest asset and wealth managers in the world. (Assets as of December 31, 2015)

Global Business Principle

Throughout our long and distinguished history, we have been steadfastly committed to putting our clients' interests first.

This fiduciary responsibility defines our relationship with clients and informs the basis of every decision we make on their behalf. This core principle is the foundation of our business as we work to understand our clients' needs, offer informed advice and execute strategies to generate excess returns and provide world-class client solutions.

Global Investment Management

J.P. Morgan Asset Management (Investment Management) is a leading investment manager of choice for institutions, financial intermediaries and individual investors, worldwide. With a heritage of more than two centuries, a broad range of core and alternative strategies, and investment professionals operating in every major world market, we offer investment experience and insight that few other firms can match.

· Clear focus on managing client assets and delivering strong risk-adjusted returns
· Nearly 1,300 investment professionals providing strategies spanning the full spectrum of asset classes, including equity, fixed income, cash liquidity, currency, real estate, hedge funds and private equity
· Leadership positions in the U.S., U.K., Continental Europe, Asia, and Japan

J.P. Morgan Asset Management is the marketing name for the investment management businesses of JPMorgan Chase & Co. and its affiliates worldwide.

Job Overview

JPMorgan Asset Management has delegated our TA, Client Service and Complaint functions to a Third Party Administrator (TPA).

The services provided include processing of deal transactions, maintenance of the register, settlement/reconciliation of payments, handling of client money, execution of corporate actions, answering all client queries, processing of telephone deal transactions and complaint handling. The accountability of JPMAM remains unchanged by this delegation and the Client Service Oversight Team will be responsible for overseeing the delivery of these services and managing the relationship with the appointed TPA.

The Client Service part of the Oversight function provides a point of escalation for service related issues for both the TPA and internal AM stakeholders in relation to Client Servicing activities. Whilst continued Client Service Oversight is the predominate requirement of this role, support of the Complaint & Breach and TA Oversight functions will be required. The successful applicant will be required to review volumes in line with forecasts, review KPI's, ensure consistent quality monitoring is undertaken, service reviews are attended and appropriately audited and positive change is driven forward to reduce client service issues.

Responsibilities:

· Regular site visits to TPA for monitoring purposes
· Building relationships with other clients of the appointed TPA via various forums
· Support of the Complaints & Breach and TA Oversight functions
· Ensure regular reviews of BAU service quality take place
· Keep TPA knowledge base systems updated with all relevant information and changes
· Key Performance Indicator (KPI) monitoring – ensure timely and appropriate escalation of any trends/performance issues.
· Oversight of agreed levels of service
· Co-ordinate client satisfaction surveys (“voice of the client”)
· Interaction directly with clients in some historic circumstances
· Understand industry changes and impact that will have on our business with the TPA
· Referrals of some queries which fall outside of the TPA's responsibility i.e; Certain Performance Complaints
· Error analysis and feedback.
· Resolution of escalated client service queries and issues, ensure in-time, appropriate error/incident escalation and resolution
· Escalation point for any servicing issues both for TPA and internal AM teams.
· Responsibility to spot, act on and minimize risks within the business.
· Coordination, prioritization & briefing for related projects that will impact Servicing teams at the TPA
· Partnership with JPMAM Vendor Management, attendance at monthly service review meetings.
· Liaison with other internal & external vendors e.g. GTI.
· SLA reviews.
· Representation of Client Service TPA within AM forums.
· Identify opportunities for client service improvement and coordinate with all areas impacted to effect the change.
· Understand business strategy and ensure it is relayed back TPA
· FAQ maintenance and development for Investor and Intermediaries

Desired profile

· Effective time management

· Self motivation

· Excellent client service skills

· Excellent communication skills (verbal and written)

· Ability to build strong relationships both internally and externally

· Thorough

· Adaptable with ability to mulit-task

· Attention to detail

· Understands when to escalate

· Negotiating and influencing

· Leadership

· Strong team ethic



JPMorgan Chase & Co. offers an exceptional benefits program and a highly competitive compensation package. JPMorgan Chase& Co. is an Equal Opportunity Employer.