Job Description

TS APAC Client Service is looking to recruit an individual to support Client Advocacy activities ranging from mitigating client impact through management of change initiatives, incident management, project management and driving operational efficiencies through root cause analysis and championing our client experience agenda through differentiation opportunities.

The role is Asia specific and the individual will be based in SG and will work to build and maintain a robust framework to manage these important areas.

The role will involve collaboration within the Client Service and Implementation functions, as well as key Sales, Product, Operational and business partners across the CIB lines of business. Liaison with cross-Regional counterparts will be a requirement, as we look to leverage synergies and ensure a consistent operational model across the Regions.

It will also involve analysis and coordination of client experience related data and some client facing activities may be involved. Strong communication and project management skills are a prerequisite.

Management of sensitive clients and escalated incidents will be a key component of this role. Liaising at senior stakeholder level to coordinate management of client escalations will be required.

Identifying training build opportunities aligned to maintaining and enhancing client satisfaction will be a key focus area across all activities.

Role and Responsibility

Client Experience & Differentiation

• Be the Service interface with Change Readiness partners to provide a seamless support model for managing the client experience around product/platform changes, enhancements and new capability roll-out. Responsibilities include:
• Understand change event, assess client impact and level of service engagement needed
• Coordinate communication of event/incident across Service teams
• Manage client impact through engagement of sensitive clients
• Identify communication improvement / efficiency opportunities
• Review repeat issues/client impacts and engage platform/service stakeholders to evaluate root cause and preventative measures.
• Work with business partners to identify pain points and end-to-end efficiencies that can improve the overall client experience.
• Client Experience: Proactive engagement of Service, Implementation, Product and Sales teams around upcoming client impacts and ensure appropriate advance client engagement/positioning.
• Communications : provide centralized point for regular updates across Client Service and Senior Management, including guidelines on managing the client experience throughout the end-to-end remediation process.
• Reporting: Responsible for regular Regional tracking and reporting of incidents that have multiple client impact.
• Market Readiness : participate as Service representative in the management of all Market Readiness calls relating to platform/product enhancements and represent central communication point in communications and management across functional teams.
• Change Management, Project Management and Incident Management form the key component of this role .

Operational Efficiencies

• Identify efficiency gains and process improvement opportunities from root cause analysis and work with relevant business areas in deployment strategy and execution.
• Work with business partners to coordinate changes and updates to policies & procedures where gaps and new processes have been identified as part of the post-incident management reviews.

Qualifications & Skill Set

• Bachelor's Degree or equivalent
• Min. 5 years of professional experience. Operations, Service, Product. Risk/Controls or Project Management background preferred.
• Strong interpersonal and communication skills in engaging business partners and key stakeholders.
• Proven ability to develop execution strategies aligned to business and project objectives.
• Effective at working independently or as part of a broader team.
• Strong project management skills and management of key milestones, timelines, end-to-end project execution. Intermediate to advanced experience of Microsoft Project advantageous.
• Excellent time management and proven ability to manage multiple tasks against tight deadlines.
• Strong incident management skills and ability to work across multiple business and operational groups.
• Demonstrates great attention to detail, accuracy and quality of execution.
• Demonstrates an analytical approach to work and is skilled in Microsoft Project, Excel and PowerPoint graphics and reporting analytics
• Self starter, takes initiative and proactively seeks opportunities to improve processes.
• Excellent communication skills (written/verbal) at operational and senior management level.
• Business applications/workflows knowledge an advantage
• Advanced Excel skills preferred.
• Cash Management knowledge preferred.

J.P. Morgan is a global leader in financial services, providing strategic advice and products to the world's most prominent corporations, governments, wealthy individuals and institutional investors. Our first-class business in a first-class way approach to serving clients drives everything we do. We strive to build trusted, long-term partnerships to help our clients achieve their business objectives. 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.