Cib Operations - Sydney, Australia - JPMorgan Chase Bank, N.A.

JPMorgan Chase Bank, N.A.
JPMorgan Chase Bank, N.A.
Verified Company
Sydney, Australia

2 weeks ago

Olivia Brown

Posted by:

Olivia Brown

beBee Recruiter
Description

The OSDM takes 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.


The OSDM must 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.

The OSDM has a high degree of autonomy in the management of their client base, however 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.


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 driven initiatives
  • Take a lead role in all service delivery initiatives

Outcomes

  • Maintain high standard of Client deliverable and query resolution outputs through continual review and training
  • Track all Client deliverables and queries against SLAs
  • Manage Hubs to achieve 100% delivery for NAV Validation & Client deliverables against SLAs
  • Manage Error Process Output and SLAs
  • Manage and review Client and internal MI
  • Conduct analysis of query trends, root cause analysis and deep dives to improve client experience and remove operational roadblocks
  • Work closely with Client Services on the outstanding actions on the issues logs
  • Attend weekly and monthly Client services calls/meetings with the Client
  • Work closely with Senior Management to achieve team and site wide goals and objectives
The OSDM needs to actively own and drive their professional and personal development in conjunction with their manager.

This is covered by participating in monthly one to one meetings, participation in appropriate industry forums, seeking feedback from other sources e.g.

Operational management leads


Experience:


  • Demonstrated experience in, exposure to and interest in global financial markets
  • Demonstrated experience and exposure to plan sponsor, fund distributor, or investment manager client base
  • Demonstrated experience and exposure to Collateral Management
  • Demonstrated experience in and exposure to investment administration products including Portfolio Accounting, Unit Pricing, Financial Accounting
  • Demonstrated experience in forming, building and leveraging internal and external client relationships
  • Strong team player
  • Strong influencing and negotiation skills
  • Strong and proven presentation skills
  • Excellent communication skills
  • Able to work under pressure, prioritise appropriately, meet deadlines and juggle simultaneous demands
  • Proactively responds and adapts to change on a personal and professional level. Supports and influences strategies to support business transformations and enhancements to current practices.
  • Supports, drives and influences the goals and strategies of business by taking initiative, engaging others, expressing ideas and challenging the status quo and effectively representing the Business function. Actively demonstrates leadership, influencing and change management behaviours
  • Takes accountability for issues and actions and leverages relationships to ensure client and internal expectations are met
  • Continuously displays strong analytical and decision making skills
  • Strong attention to the identification, prioritization and resolution/escalation of risk issues

Requirements:


  • Minimum 5 years relevant industry experience in the financial services sector
  • Relevant knowledge and experience will be considered in conjunction with related business degree, or industry recognized training (CPA, ACCA, SIA, AFSA).
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.

Our first-class business in a first-class way approach to serving clients drives everything we do. We strive to build trusted, long-term partnerships to help our clients achieve their business objectives.


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,
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