CIB - Investor Services - Client Service Account Manager - 12 Month Fixed Term Contract
August 12, 2018
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.
Investor Services, a division of the Corporate & Investment Bank, is a premier securities servicing provider that helps institutional investors, alternative asset managers, broker dealers and equity issuers optimize efficiency, mitigate risk and enhance revenue. Investor Services leverages the firm's unparalleled scale, leading technology and deep industry expertise to service investments around the world.
The Client Service Organisation is the 'window into J.P. Morgan' for our client base, therefore effectively giving the client a single point of contact for all of their servicing requirements. The team works in partnership with the clients to ensure agreed service levels are met and future needs understood. The team also partners with the Relationship Management teams in order to understand the client's business culture and strategy.
The Client Service Account Manager ("CSAM") is the first point of escalation for clients. The CSAM 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.
Your responsibilities will include:
Establish schedule of service reviews with service delivery partners and conduct/run service reviews
Involve Relationship Management in service review timing to ensure consistency in messaging to client
Follow through on service delivery issues emanating from service reviews
Follow established change management process and attend associated forums to ensure items are completed in accordance with client expectations
Facilitate regular communication across all internal teams to support consistent service delivery
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
To be successful, you will need:
A related degree, industry recognized training (SIA, AFSA) or equivalent experience
Demonstrated experience in forming, building and leveraging internal and external client relationships in a related position
Exposure to plan sponsor, fund distributor, or investment manager client base
Demonstrated knowledge of investment administration products including Portfolio Accounting, Unit Pricing, Financial Accounting
Strong collaboration, influencing, negotiation and presentation skills
Strong attention to the identification, prioritization and resolution/escalation of risk issues
J.P. Morgan is an equal opportunity employer and is committed to providing a working environment that embraces and values diversity and inclusion. We are proud to retain our Silver Employer status in the 2018 Australian Workplace Equality Index (AWEI). If you have any support or access requirements, we encourage you to advise us at time of application.