Client Operations Manager - Vice President
JPMorgan Chase
- Sydney, NSW
- Permanent
- Full-time
- 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 led initiatives.
- Take a lead role in all service delivery initiatives.
- Conduct analysis of query trends, root cause analysis and deep dives to improve client experience and remove operational roadblocks
- Minimum 8 years relevant financial services industry experience within Fund Accounting or Fund Services.
- Relevant knowledge and experience will be considered in conjunction with related business degree, or industry recognized training ((Certified Practising Accountant (CPA), Association of Chartered Certified Accountants (ACCA), Security Industry Association (SIA), The Australian Financial Security Authority (AFSA)).
- Strong sense of ownership and understanding of Securities Services and in particular Funds Services.
- Ability to work under pressure, prioritise appropriately, meet deadlines and juggle simultaneous demands.
- Demonstrated working knowledge of fund accounting processes and deliverables.
- Proven high performance track record within operational teams.
- Proactively respond and adapt to change on a personal and professional level. Support and influence strategies to support business transformations and enhancements to current practices.
- Support, drive and influence the goals and strategies of business by taking initiative, engaging others, expressing ideas and challenging the status quo and effectively representing the Business function. Demonstrate leadership, influencing and change management behaviours.
- Excellent communication skills and effective influencing and negotiation skills.
- Take accountability for issues and actions and leverage relationships to ensure client and internal expectations are met.
- Effective analytical and decision making skills.
- Attention to the identification, prioritization and resolution/escalation of risk issues.