JPMorgan Chase & Co. (NYSE: JPM) is a leading global financial services firm with assets of $2.5 trillion and operations worldwide. The firm is a leader in investment banking, financial services for consumers and small business, 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 JPMorgan Chase & Co. is available at www.jpmorganchase.com .
J.P. Morgan is a place for talented people from all backgrounds and perspectives because our clients come from all backgrounds and perspectives. We encourage a culture of inclusion, where everyone's opinion counts and all employees have the freedom to deliver their absolute best. This is why we work hard and invest in attracting and developing a diverse workforce. Learn more about our Business Resource Groups in how they help our employees build successful careers and reach their greatest potential.
Individual will be responsible for supporting state of the art proprietary applications provided to our Custody & Funds Services, Prime Brokerage and JP Morgan Markets clients. Interaction would be with financial institutions, traders, operations managers, compliance personnel and their vendors as well as internal groups including Client Service, Operations, Application Development, Operate and Product Management among others.
A need to understand client issues, application workflows, along with production support and AD escalations. Ownership of client issues from reporting through to resolution.
Provide technical support for various applications hosted on JP Morgan Markets portal, their functionality (Corporate Actions, Money Transfer, Trade Reporting, Settlement Exceptions, Transaction Execution, Reporting, etc.) and the information (Transaction, Position, Balance, P&L, Exception, etc.) they provide
Documenting the details of the client or vendor experience and following the issue through resolution if it needs to be escalated. Heavy client and inter-departmental interaction, via an ACD telephone system and/or via email, is required
Working hours would require shifts to cover client inquires within the APAC region. Some weekend and Bank holiday cover would be required.
Inquiry Investigations: Over 80% of the inquiries require detailed analysis and an understanding of how the issue is impacting the user/client and the functions they're trying to perform, determining how they are using our products and recommend alternatives, having a thorough understanding of how transactions are processed (end to end), understanding how entitlements are established and maintained, and finally understanding how transaction data (reports/files/applications) is presented and distributed to determine the appropriate course of action to pursue
Client Interactions: functional supported include client access, connectivity issues, training, entitlement, late deliverables of client files and data
Training: Be able to communicate technical specifications in simple terms to all levels of the organization / Become Subject Matter Expert / Relate business expectations back to the various technology groups / Act as an escalation within the team / Develop an in-depth understanding of application and infrastructure
Application management: Specializes and develops expertise in one or more applications / Resolves user-based queries in a timely fashion / Update and Manage own problem tickets appropriately / Flexibility of weekend working where required for post-production release checkout
Continuous Improvement: Contributes to continuous improvement within the team / Pro-actively supports knowledge sharing within the team and across regions / Analyses system support processes to achieve continuous improvement . Identify trends from ticket analysis and provide recommendations to production management, application development and infrastructure teams to improve technology performance and efficiency.
People Management: Maintains an informed status by attending meetings for relevant information and communicates appropriate information to team / Promotes teamwork in problem resolution
Assist in tool development to improve experience of the team, Knowledge Systems, Scripts to automate some manual tasks etc.
They should be able to learn system workflows and document those flows and any dependencies
Skills and Knowledge Required:
Fluent Japanese and English language skills
Position requires Investment Banking Industry experience and good written, verbal, and problem solving skills. Applicant should have the ability to understand the business impact of the issues being presented, take appropriate action and as necessary communicate.
Applicant should have a college degree and at least 2 years of work experience in Banking industry
Ideal candidate is a team player with strong customer service and organizational skills
Solid PC skills required including: Experience with WIN Operating Systems, Microsoft Office Suite, standard and http internet protocol, troubleshooting PC and browser issues.