JPMorgan Chase & Co. (NYSE: JPM) is a leading global financial services firm with assets of $2.6 trillion and operations worldwide. The firm is a leader in investment banking, financial services for consumers and small businesses, commercial banking, financial transaction processing and asset management. A component of the Dow Jones Industrial Average, JPMorgan Chase & Co. serves millions of consumers in the United States and many of the world's most prominent corporate, institutional and government clients under its J.P. Morgan and Chase brands. Information about J.P. Morgan is available at www.jpmorganchase.com
About J.P. Morgan's Corporate & Investment Bank
J.P. Morgan's Corporate & Investment Bank 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. With nearly $20 trillion of assets under custody, the Corporate & Investment Bank provides strategic advice, raises capital, manages risk and extends liquidity in markets around the world.
TS APAC Client Service is looking to recruit an individual to support Client Advocacy activities ranging from mitigating client impact through management of change initiatives, incident management and driving operational efficiencies through root cause analysis and championing our client experience agenda through differentiation opportunities.
The role is Singapore based and will work to build and maintain a robust framework to manage these important areas.
The role will involve collaboration within the Client Service and Implementation functions, as well as key Sales, Product, Operational and business partners across the CIB lines of business. Liaison with cross-Regional counterparts will be a requirement, as we look to leverage synergies and ensure a consistent operational model across the Regions.
It will also involve analysis and coordination of client experience related data and some client facing activities may be involved. Strong communication and project management skills are a prerequisite.
Management of sensitive clients and escalated incidents will be a key component of this role. Liaising at senior stakeholder level to coordinate management of client escalations will be required.
Identifying training build opportunities aligned to maintaining and enhancing client satisfaction will be a key focus area across all activities.
Role Responsibility Client Experience & Differentiation
Be the Service interface with Change Readiness partners to provide a seamless support model for managing the client experience around product/platform changes, enhancements and new capability roll-out. Responsibilities include:
Understand change event, assess client impact and level of service engagement needed
Coordinate communication of event/incident across Service teams
Manage client impact through engagement of sensitive clients
Identify communication improvement / efficiency opportunities
Review repeat issues/client impacts and engage platform/service stakeholders to evaluate root cause and preventative measures.
Work with business partners to identify pain points and end-to-end efficiencies that can improve the overall client experience.
Client Experience: Proactive engagement of Service, Implementation, Product and Sales teams around upcoming client impacts and ensure appropriate advance client engagement/positioning.
Communication s : provide centralised point for regular updates across Client Service and Senior Management , including guidelines on managing the client experience throughout the end-to-end remediation process.
Reporting: Responsible for regular Regional tracking and reporting of incidents that have multiple client impact.
Market Readiness : participate as Service Lead in the management of all Market Readiness calls relating to platform/product enhancements and represent central communication point in communications and management across functional teams.
Financial Institutions: participate in the process efficiencies and process mapping to have a consistent service model for our FI clients across APAC.
Identify efficiency gains and process improvement opportunities from root cause analysis and work with relevant business areas in deployment strategy and execution.
Work with business partners to coordinate changes and updates to policies & procedures where gaps and new processes have been identified as part of the post-incident management reviews.
3-5 years professional experience. Operations, Service, Product or Project Management background preferred
Strong interpersonal and communication skills in engaging business partners and key stakeholders.
Proven ability to develop execution strategies aligned to business and project objectives.
Effective at working independently or as part of a broader team.
People and team management experience would be an advantage.
Strong project management skills and management of key milestones, timelines, end-to-end project execution. Intermediate to advanced experience of Microsoft Project advantageous.
Excellent time management and proven ability to manage multiple tasks against tight deadlines.
Strong incident management skills and ability to work across multiple business and operational groups.
Demonstrates great attention to detail, accuracy and quality of execution.
Demonstrates an analytical approach to work and is skilled in Microsoft Project, Excel and PowerPoint graphics and reporting analytics
Self starter, takes initiative and proactively seeks opportunities to improve processes.
Excellent communication skills (written/verbal) at operational and senior management level.
Business applications/workflows knowledge an advantage