Client Services & Business Platform - Global TA Service Delivery

Job Title: Senior Analyst/Analyst - TA Service Delivery

The Business Function

JPMorgan Asset Management has delegated Transfer Agency, Client Service and Complaint functions to several Third Party Administrators (TPA). The services provided include processing of deal transactions, maintenance of the register, settlement/reconciliation of payments, handling of client money, execution of corporate actions, answering all client queries, processing of telephone deal transactions and complaint handling and Retrocession calculation and payments. The scope of the delegated services may vary according to the legal entity (JPMAM and JPMAME).

CS&BP is the support for distribution and the client and responsible for running the Fund Legal Entities, Pricing of the Funds, Fund accounting, Audit and Fund registration.

The Role

The accountability of JPMAME for Luxembourg and JPMAM for UK will remain unchanged by this delegation and the Service Delivery Teams are responsible for overseeing the delivery of these services and managing the relationship with the appointed TPAs.

The TA Service Delivery Team provides the first point of contact for any issue raised either by the TPA or for internal AM teams in regards to TPA Client Servicing activities.

The role includes a variety of controls and quality assurance on the different Third Party delegated activities, e.g. Transfer Agency, Client Service, Banking, Retrocession as well as administrative tasks to support the overall performance of the TA Service Delivery Teams.

The responsibilities for this role and as outlined below may vary according to the delegation and TPA operating model in place (location and vendor specific).

Primary Responsibilities

Client Service:

- Resolution of escalated client service queries and issues, ensure in-time, appropriate error/incident escalation and resolution within regulatory guidelines

- FAQ maintenance and development for Investor and Intermediaries-

- Provision of duplicate client transaction documents requested by CS Teams

- Oversight of external mailbox and distribution of external client emails to respective teams

Banking:

- Completion of daily client money and non-client money bank account reconciliations-

- Oversight of daily client money activity, including daily oversight of client money and non-client money bank account and asset reconciliations performed by the TPA, client entitlement report, Ensure appropriate oversight controls are in place, documented & regularly reviewed-

- Support CASS audits and internal/external reviews-

- Reconciliation and investigation of unpaid subscriptions, outstanding redemptions and escalation of any issues to the relevant legal entities

- Overdraft monitoring, reconciliation of outstanding charges. Escalation of any issues to the relevant legal entities

Transfer Agency:

- Monitoring of the timely and accurate receipt of daily key oversight tasks and reporting- including Cash Flows, maintenance of metrics and preparation of management information, escalation of any identified issues to the relevant legal entities

- Support trade exception process, i.e. logging and centralisation of exceptions (ad hoc/general exceptions), coordinate annual general exception process, escalation of any identified issues to JPMAME

- Monitoring of dealing activity and trade eligibility (shareclass, capacity contraint, etc). Escalation of any identified issues to JPMAME

- Controlling of timely receipt of agreed management information and reporting from vendors. Escalation of any identified delays to the relevant legal entities

General:

- Access management & recertification (internal and external vendor systems)

- Team administrative tasks (update & maintenance of sharepoint site, invoice and expense management

- TPAs knowledge base system updates with all relevant information and changes-

- Key Performance Indicator (KPI) monitoring - ensure timely and appropriate escalation of any trends/performance issues to the relevant legal entity

- Oversight of agreed levels of service, Error analysis and feedback to the relevant legal entity

- Identify opportunities for service improvement and coordinate with JPMAM/JPMAME and all areas impacted to effect the change.

- Appropriate escalation of any issues identified as well as timely resolution of these to the relevant legal entities

Personal Profile

- Prior 3-5 years relevant experience in asset management, custody or financial operations (preferable), prior experience in an offshore team structure beneficial

- Excellent language and communication skills (English oral & written)

- Methodical and self-disciplined, detail-oriented

- Self-motivated and able to use own initiative

- Good coordination and time management

- Flexibility and Stress resistance; ability to adapt to change and volumes

- Proficiency with Microsoft Office Suite

Key Relationships

INTERNAL

- Client Services

- Product Administration and Implementation Teams

- Vendor Management

- Business Change Groups

- CASS/Deputy CASS Officer, Central JPM CASS Team

- 2nd/3rd line of defence teams (Compliance, O&C, TPO, Risk, internal audit, etc)

- Vendor Management

- Finance

EXTERNAL-

- DST

- Vendor Banks

- CASS Auditor

- Applicable only to JPMAM UK activities

JPMorgan Chase & Co., one of the oldest financial institutions, offers innovative financial solutions to millions of consumers, small businesses and many of the world's most prominent corporate, institutional and government clients under the J.P. Morgan and Chase brands. Our history spans over 200 years and today we are a leader in investment banking, consumer and small business banking, commercial banking, financial transaction processing and asset management.

We recognize that our people are our strength and the diverse talents they bring to our global workforce are directly linked to our success. We are an equal opportunity employer and place a high value on diversity and inclusion at our company. We do not discriminate on the basis of any protected attribute, including race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, marital or veteran status, pregnancy or disability, or any other basis protected under applicable law. In accordance with applicable law, we make reasonable accommodations for applicants' and employees' religious practices and beliefs, as well as any mental health or physical disability needs.

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