CIB Operations - Securities Services - Head of South East Asia Custody Client Operations - Vice President - Singapore

CIB Operations - Securities Services - Head of South East Asia Custody Client Operations - Vice President - Singapore

JP Morgan Chase & Co.
Not Specified
Not Specified

Job Description


Job Description :

J.P. Morgan is a leader in financial services, offering innovative and intelligent solutions to clients in more than 100 countries with one of the most comprehensive global product platforms available. We have been helping our clients to do business and manage their wealth for more than 200 years and we keep their interests foremost in our minds at all times. This combination of product strength, intellectual capital and character sets us apart as an industry leader. J.P. Morgan is part of J.P. Morgan Chase & Co. (NYSE: JPM), a global financial services firm.
J.P. Morgan Custody provides Institutional investors access to markets worldwide for the settlement, safekeeping and asset servicing of securities, along with ancillary services such as Foreign Exchange and Liquidity Solutions. This product suite, along with our Markets business, helps us service our core client segments: Asset Managers, Asset Owners, Insurance/GSEs, Banks/Broker Dealers and Hedge Funds and Alternatives. We are committed to delivering investor solutions that help clients protect their portfolios, optimize their efficiency, and maximize opportunities in diverse global markets.
Custody Client Operations, Securities Services
We are a client facing operations team that serves as the first point of contact for all post trade activities for the Global Custody business.
The team's core responsibilities are to deliver superior client experience for our Custody clients remediating client queries with a commitment to execute with operational excellence.
The team work in partnership with clients, ensuring agreed service levels are met and future needs understood. Our mission is to provide a world-class service experience at every client touch point and achieve quality leadership in the industry through measurable and proven service performance.
The team is responsible for the monitoring, reporting, and advocating continuous improvement of the service delivery relationship between JPM and the client by leveraging various systems and tools to monitor and analyze client issues across the organization.
You will help the business identify client trends and streamline operational workflows using financial technology tools e.g. UiPath and data analytics software e.g. OwlDq.
Internally, the Custody Client Facing team works in close partnership with the Client Service Account Managers who own issues such as Service Delivery Issues (SDIs) and/or Service Requests (SRs). You will work with, and manage through, other operational areas both locally and globally to ensure provision of timely and efficient level of issues resolution.
Externally, the Custody Client Facing team fosters a close relationship with our clients in order to understand their requirements and expectations and proactively identify optimization opportunities. You will also meet with clients by attending client service review meetings and service calls on a regular basis.
Main responsibilities:
  • Manage the South East Asian Middle Office Team - a team of 7 staff who service both global clients whom have coverage in the South East Asian region and client based primarily in South East Asia, instill growth mindsets in teams and identify opportunities for change
  • Accountability for the end-to-end query resolution raised by clients. These queries will include, but not limited to Settlements and Corporate Actions, Tax and Income. This will involve detailed discussions/handholding with operations on processes and actions to be taken thereafter
  • Build strong relationships with clients to understand client behavior and their requirements
  • Analysis of client transactional data to identify client trends and behaviors, identifying key operational risk and control metrics, and contributing to the presentation of operational data metrics to the Custody business stakeholders as well as external client interactions
  • Leverage technology and digital tools tp identify and deliver client and operational efficiencies
  • Drive resolution and management of client queries, leveraging internal teams globally and regionally as appropriate
  • Partner with client service account managers in analysis of service requests and service delivery Issues as well as any daily activities that may impact client satisfaction
  • Daily contact with clients by email and phone calls. Attend client meetings
  • Monitoring and resolution of risk indicators to ensure that both J.P. Morgan and the client are aware of any issues that may have an adverse financial or reputational impact.
  • Identify strategic operational partnership or thought leadership opportunities amongst South East Asian client base

Education and experience:
  • Minimum of a Bachelor's degree in Finance, Accounting, Business, Engineering or related discipline
  • Minimum 10+ years of experience in relevant industry, such as, Trade Management/Cash/Asset Servicing at a Custodian or Prime Broker with a focus on client service & operations Asset Management Operations Clearing House with a focus on client service
  • Minimum of 4+ year of managerial experience in managing regional operational teams

Core Abilities:
  • Strong focus in client service management, communication and delivery
  • Ability to work closely with business partners and interact with all levels of the organisation
  • flexible, organize and prioritize work effectively
  • Strong analytical and problem solving skills including taking the initiative to drive & influence change and enhance controls
  • Candidate must have a strong control focus, and a thorough understanding of program or project risk(s)
  • Anticipate issues and accountability in delivering results
  • Fast learner and the ability to adapt to a large organisation

People and Communication:
  • 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. Strong oral and written communication and presentation skills are required.
  • Proactive in identifying and escalating issues
  • Language proficiency in Malay and/or Thai would be a plus to interact with our Malaysian and Thai clients

Business and Subject Matter Knowledge:
  • Strong financial markets product knowledge and understanding of the transaction lifecycle including funding in Custody and/or Prime Brokerage
  • Extensive knowledge of financial markets and instruments, both domestic and global is an advantage
  • Comprehensive understanding of Global markets
  • Daily operational needs and controls of our clients
  • Knowledge of market infrastructure

Job Details

Employment Types:

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.

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