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ACCE Middle Office

Job Description

ACCE (Agency, Clearing, Collateral and Execution) was created in response to regulation and innovation driving significant changes across all facets of our business. JPMorgan knows that service quality is an attribute that matters most to companies, particularly in such a changing landscape. That’s why our firm’s tactical and strategic focus includes fostering a service culture and presenting a single face to the client with branded touch points.

 

The Middle Office Group is the 'window into JPMorgan' for our client base, therefore effectively giving the client a single point of contact for all of their servicing requirements. The team work in partnership with the clients to ensure agreed service levels are met and future needs understood. The team also partner with the Relationship Management teams in order to understand the client's business culture and strategy.

 

An exciting opportunity has presented itself within the formation of the ACCE business to own the overall relationship and service management to a group of Securities Clearance clients. This will entail creating and maintain strong client relationships in addition to collaborating with relationship management to drive service quality consistency and enhancements.

 

The role requires that the Middle Office Analyst obtain advanced business and client knowledge across all businesses within ACCE, acting as the voice of the client across all client related matters and becoming a product subject matter expert.

In addition, the role is also responsible for building and maintaining a network of partners throughout J.P. Morgan in order to promote client service excellence and support the clients' business strategy. This is critical to allow the Middle Office Analyst to take the lead in supporting their colleagues to provide the appropriate solution for the client base and act as a primary escalation point for colleagues and clients.  

 

Key Responsibilities: · Strategic management and oversight of designated client relationships,  across all impacted WSS products in order to maintain service quality, referenceability, share client service/relationship information and manage any virtual teams.
· Ultimate escalation point for all service related issues and key driver in ensuring that resolution items are completed by the agreed date
· Ensure all inquiries, issues and requests are documented and analysed. The results of these should be reviewed weekly, with the aim complete 95% of enquiries within 24 hours, highlight inefficiencies and drive improvements to the service provided
· Strategic overview of service planning activity and actively participate in the management of client visits ensuring regular service reviews. 
· Provide effective service plans in conjunction with key quality service level indicators. The Middle Office Analyst will need to ensure all action points are updated and met within the target date.
· Act as knowledge base for clients' current and future product, operational requirements and work with relevant contacts in Product Management to resolve anticipated gaps on a proactive basis
· Develop and review monthly management reporting on client satisfaction levels and all defined client projects from the service delivery teams. 
· Look to transform client service to optimal 'service' centre through 100% capacity plan completion to highlight in-efficiency and use action plans to eradicate . The Middle Office Analyst should identify strategic solutions to support client efficiencies and eradicate manual processes
· Strategic overview of client related projects and manage client change requests e.g.. new product integration, market entries, client specific process changes
· Lead the promotion to engage clients in the participation of Client Surveys, analysis of results with follow up creation and implementation of actions plans. 
· Manage process of NII / EF&L client communication and negotiation including liaison  Relationship Management
· Provide support to RM & Sales teams on Sales / RFP process e.g. client service RFP responses ; attendance at Due Diligence  
· Drive own self development and attend over 5 days of training courses 

 

Qualifications

 

The role will be centered around the below points and will require the successful candidate to work with a variety of individuals both internally and at the client, communicating a strong understanding of the product offering and client requirements.

 

Specific Skills Required:

Change Management

Client Management Skills

Communication Skills

Influencing and Networking Skills

Ownership and Initiative

Problem Solving and Analytical Skills

Results Focus

Strategic Planning

Team Work

Experience Required

Financial services experience

Global Clearing/Custody knowledge

Strong and proven client management experience

Ability to effectively communicate strategic direction

Ability to work to multiple deadlines and prioritise appropriately

Proven project management skills

Excellent at making verbal and written representations.

Proficient in using MS PowerPoint, Excel, Word and Project

Req #: 140111157
Location: Brooklyn, NY US
Job Category: Operations
Employment Type: Full Time
Potential Referral Amount: 0 US Dollar (USD)

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