Investment Middle Office Services (IMOS) provides a complete suite of investment operations outsourcing services for institutional asset managers. Our services encompass all asset management activities post-trade execution, allowing asset managers to focus on their core competencies of managing assets and client relationships.
As a Client Operations Associate within Investment Middle Office Services, you will be the single-point-of-contact for all client interactions including query management, escalations and projects to help clients navigating the firm. You will also partner with internal stakeholders to ensure all client SLA's are met with high standard of services, monitoring resiliency and focusing on trend analysis and process improvement.
Job responsibilities
- Manage all incoming and outgoing client queries across a varied range of products including but not limited to equities, fixed income, FX, derivatives and investment book of records (IBOR).
- Partner with Hong Kong & offshore teams to ensure that all daily, weekly, monthly client SLA's are met.
- Perform daily oversight checks on key tasks performed by offshore processing hubs and assist with escalations.
- Host and/or attend client meetings both in person and on the phone. Attendance and participation in forums hosted and run by third parties. Involvement in new client and product launches to ensure operational readiness for support.
- Perform trend analysis to identify opportunities for process improvement and enhanced control. Monitoring market changes and partner with internal/external stakeholders to adapt to these changes.
- Improve operational efficiency and effectiveness by automating the processes when applicable.
- Produce key client reporting requirements against SLA's and client expectations, MI Collation, Incident Reporting and Client Operational Review deliveries.
- University degree or above
- Minimum 5 years' experience in markets as trade/marketing support or related securities services business line with a focus on client service
- Strong financial markets product knowledge and understanding of the transaction lifecycle in Custody and/or
- Subject matter expertise in Equities, Fixed Income, Cash Markets, OTCs, Exchange Traded Derivatives and general trade lifecycle
- Strong analytical and problem solving skills including taking the initiative to drive change and enhance controls
- Candidate must have a control focused agenda, and a thorough understanding of program/project risk
- As this role will have regular client facing involvement and engagement with senior staff in all areas of Investor Services, the person in this role must be confident, articulate and able to represent J.P. Morgan in front of clients.
- Professional working proficiency in Japanese and English language, strong oral and written communication and presentation skills are required.
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