JP Morgan Chase - Associate - Project Manager - CIB

CIB-Project Manager -Associate

Description :

Department & Program Description :

- The Client service team forms part of the Interaction Management Program and is a dedicated group of client service representatives that are focused on supporting our clients and JPM Operations users across the CIB.

- The service team are the customer's first line of contact to provide assistance and guidance with the resolution of day to day queries and process requirements related to a broad product portfolio.

- They are primarily focused on providing a best in class service to clients and users whilst continuously evolving the user support model by way of collaboration with multiple cross functional teams including Technology, Product, Marketing and Operations.

Role Description :

- The successful applicant will be part of a global team delivering support to the clients and users of the key products aligned under the Interaction Management programme. The primary product within Interaction Management is an application called OTM which supports over 17,000 internal users across JPMorgan.

- The platform is a key tool to enable effective communication between internal staff which enables them to effectively support client queries. This is complimented by features that ensure additional enhanced layering controls to their operational environment.

- The team are now supporting the first use cases for Unity which is the new workflow and communication tool. This is a multi-year program and will eventually replace OTM. Alongside this the product team also have a client facing post trade application called Optimize which currently supports around 15,000 external users globally with their day to day trading task management.

- The successful individual will partner closely with the product managers, technology & operational champions in relation to these primary applications to understand and translate daily issues responding to the users & businesses informational needs. The key result will be a successful resolution or outcome.

The client service lead will be responsible for :

- The day on day management of issues and queries raised by users of the Interaction management products.

- Partner closely with technology to devise strategies for helping decrease the number of tech related user issues and help users navigate technology issues into the correct forums and process.

- Partner with product managers on all pre and post strategic deliveries ensuring users are provided with the right level of support to navigate across the product with a clear sense of direction and with ease.

- Partner with marketing and communications to channel information to clients and users helping them with the right level of detail to successfully navigate across the product's as required.

- Continuously define and maintain minimum service standards, looking to identify areas of opportunity for improvement via automation or streamlining services.

- Ensure a deep understanding of the user journey and business processes as they evolve through the product lifecycle moving into post go live.

- Identify and address key risks & assumptions proactively playing these back to users and product owners via the correct channels of communication where applicable.

Qualifications :

Required Skills & Qualifications :

- Prior experience of client service or support ideally in a financial services, operational or technology environment

- Prior experience and understanding of CIB Operations business areas and trade lifecycle knowledge preferred but not essential

- Logical and structured approach to planning, problem solving, and decision-making

- Strong client service, prioritisation, and organisational skills

- Attention to technical detail, seek out potential problem area and follow-up with experts

- Ability to work under pressure to meet deadlines

- Confident to question business and technology requirements and solutions respectively

- Ability to escalate appropriately when situation arises

- Excellent communicator and strong relationship building skills

- Inquisitive and motivated to solve business problems for users & clients

About Us :

- 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.

Note : For your candidature to be considered on this job, you need to apply necessarily on the company's redirected page of this job. Please make sure you apply on the redirected page as well.