Client Service Analyst, Worldwide Securities Services, Seoul recruitment
Company Background
JPMorgan Treasury Securities Services (TSS) provides a wide range of transaction, investment and information services that support the needs of small businesses, middle market companies, large corporations, governments, municipalities, financial institutions and institutional investors. Trillions of dollars in cash and securities flow around the world daily as these clients conduct business, and JPMorgan Chase is a key facilitator of that monetary flow through TSS' two divisions: Treasury Services (TS) and Worldwide Securities Services (WSS).
JPMorgan Worldwide Securities Services is a global industry leader with $15.2 trillion in assets under custody. We provide innovative custody, fund accounting and administration and securities services to the world's largest institutional investors, alternative asset managers and debt and equity issuers. Leveraging our scale and capabilities in more than 90 markets, we help clients optimize efficiency, mitigate risk and enhance revenue through a broad range of investor services as well as securities clearance, collateral management and alternative investment services.
WSS Client Service is the central point of contact for clients for all service related matters. The Client Service Manager ("CSM") is the intermediary between the client and J.P. Morgan, enhancing existing and building new relationships, supporting daily inquiries, ensuring that any service related issues are being addressed in a timely manner and participating in any client related projects.
Key Responsibilities
- The Client Service Manager is a key contributor with advanced business and client knowledge and acts as reference point for all client related issues and enquiries.
- The CSM is the daily contact and primary escalation point for clients and internal operations teams.
- The CSM will take ownership of any issue and will assess, coordinate and manage the issues through to resolution with the assistance of our relevant internal partners, ensuring that service delivery standards are consistent with the terms of the Service Level Agreement.
- The CSM is responsible for the monitoring, reporting and advocating continuous improvement of the service delivery relationship between J.P. Morgan and the client.
- The CSM uses various tools to monitor and measure client, operational and product performance, including but not limited to the inquiry management system, SLA's, issue logs, calling programs, internal and client service reviews.
- The CSM must foster a close relationship with their clients in order to understand their requirements and expectations, and to take accountability for the resolution of issues by pro-active management through all Product areas of J.P. Morgan WSS. The CSM must also foster relationships with internal J.P. Morgan WSS operational teams, Fund Services and other groups (such as Product, Technology, Treasury Services) involved in service delivery to the client.
- The CSM must exhibit an ability to work with, and manage through other functional areas both locally and globally; this is to ensure the provision of a timely and efficient level of service.
- The CSM 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 their manager, the Relationship Manager ("RM"), and to appropriate Operations managers.
- As part of a team, the CSM will be the backup for other colleagues during vacation coverage and other absences.
- The CSM has full accountability for the service delivery relationship with their assigned clients, including but not limited to:
- Development and management of Service Level Agreements (SLA's) across all WSS products used by the client
- Periodic review of the SLA and partner with the RM and Operations teams to manage proposed scope changes to the SLA
- Being the point of escalation for service issues and opportunities
- Building relationships with clients to understand client requirements and expectations
- Monitoring and resolution of risk indicators to ensure that both J.P. Morgan and the client are aware of any issues that may have an adverse financial or reputational impact
- The CSM will work in partnership with the RM to drive client service planning, and to understand the client's business culture and strategy
Clients - External Service Management
Client Service Managers play a pivotal role as the advocate of the client's service delivery relationship. Doing this entails the CSM demonstrating a detailed knowledge and understanding of J.P. Morgan and client requirements.
Internal Service Management
The Client Service Manager needs to be a key partner and advocate for product teams within J.P. Morgan with the client. The CSM should be conversant in each product provided to the client from J.P. Morgan. They also need to understand how their clients interact and impact each product group, and leverage this knowledge to facilitate timely problem resolution between client and J.P. Morgan.
Risk Management
In order to monitor the risk associated with transacting business with the client in WSS, the CSM must actively create and maintain a culture focused on minimizing risk in a proactive manner. This includes managing the following activities on behalf of the relationship and in-line with J.P. Morgan Standard Operating procedures:
Project Management
The CSM will often take part in projects that are either directly linked to their client, the overall client service team or specific to a J.P. Morgan product, and the role of the CSM may vary depending on the initiative. It is expected that the CSM will take a lead role in service delivery initiatives as the advocate for the client across other WSS business and operations groups
Skills
- Between 3-5 years of proven experience servicing Fund Managers or other sophisticated institutional investors and global financial market participants
- Background in Global or Direct Custody, Prime Brokerage or other Securities Settlement environment
- Keen attention to detail and strong analytical and problem solving skills
- Strong influencing, negotiation and networking skills in the Korean market
- Strong presentation skills
- Ability to work cohesively within a team as well as work on own initiative where required
- Able to work under pressure, prioritize appropriately, meet tight deadlines and juggle simultaneous demands at short notice
- Proven project management skills
- Excellent Korean written and oral communication skills in a business capacity as well as proficiency in English.
- Highly competent in key MS Office applications