Operations Service Delivery Manager

**JOB DESCRIPTION**
Do you have a passion for delivering a positive client experience? We are seeking a highly motivated individual who will play a crucial part in supporting the firm's Securities Services business where you will work on key projects with high profile clients. As a dynamic and driven professional, you will play a pivotal role in the Fund Services team where you will have an opportunity to elevate your career to the next level.

As an Operations Service Delivery Manager - Associate in the Fund Services Operations team, you will be responsible for acting as the daily contact and first point of escalation for clients and internal operations teams. You will take ownership of the issue and will assess, coordinate and manage the issues with the assistance of the relevant internal teams ensuring that service delivery standards are continuously in alignment with the terms of the service level agreement between J.P. Morgan and the client. You will exhibit an ability to work with, and manage through, other functional areas both locally and globally, to ensure the provision of a timely and efficient level of service. In your new role, you will also have a high degree of autonomy in the management of your client base, however you must be able to exercise reasonable judgment regarding the escalation of issues to the Relationship Manager, your client service team manager, and to appropriate operations managers.

**Job responsibilities**
- Establish schedule of service reviews with service delivery partners and conduct/run service reviews, and incorporate service metrics and client reporting.
- Be responsible for follow through on service delivery issues emanating from service reviews.
- Create and maintain “Paths to Green” for service functions operating below client expectations.
- Facilitate regular communication across all internal teams to support consistent service delivery (virtual team meetings).
- Establish a rapport with the client that allows for joint tactical planning for client and J.P. Morgan driven initiatives.
- Take a lead role in all service delivery initiatives.
- Be conversant in each product provided to the client from J.P. Morgan with a focus on the superannuation funds segment.
- Understand how your clients interact and impact each product group, and leverage this knowledge to facilitate timely problem resolution between client and J.P. Morgan Operations teams.
- Management of internal virtual service team involved in service delivery activities for the client.

**Required qualifications, capabilities, and skills**
- Minimum 5 years relevant industry experience in the financial services sector.
- Relevant knowledge and experience will be considered in conjunction with related business degree, or industry recognized training ((Certified Practising Accountant (CPA), Association of Chartered Certified Accountants (ACCA), Security Industry Association (SIA), The Australian Financial Security Authority (AFSA)).
- Demonstrated experience in, exposure to and interest in global financial markets.
- Demonstrated experience and exposure to complex superannuation fund client base.
- Demonstrated experience in and exposure to investment administration products including Portfolio Accounting, Unit Pricing, Financial Accounting.
- Demonstrated experience and exposure to Investment Middle Office, Performance and complex Fund Structure services.
- Demonstrated experience in forming, building and leveraging internal and external client relationship.
- Proactively responds and adapts to change on a personal and professional level. Supports and influences strategies to support business transformations and enhancements to current practices.
- Supports, drives and influences the goals and strategies of business by taking initiative, engaging others, expressing ideas and challenging the status quo and effectively representing the Business function.
- Actively demonstrates leadership, influencing and change management behaviours.
- Takes accountability for issues and actions and leverages relationships to ensure client and internal expectations are met.

**Preferred qualifications, capabilities, and skills**
- Team player
- Effective influencing and negotiation skills
- Effective and proven presentation skills
- Excellent communication skills
- Effective attention to the identification, prioritization and resolution/escalation of risk issue.
- Continuously displays effective analytical and decision making skills
- Ability to work under pressure, prioritise appropriately, meet deadlines and juggle simultaneous demands.

**ABOUT US**

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 ac