Vice President - Client Service

JPMorganChase•Boston, MA

About The Position

JPMorgan Chase’s Investment Middle Office (IMOS) acts as the Middle Office for our clients across a range of products, including but not limited to Listed Securities, Cash, ETDs, OTCs, Repos, Bank Loans and CFDs. IMOS deals with all stages of the lifecycle for each product from broker matching, management of the client’s custodial network, lifecycle events including corporate events, ensuring timely settlement of trades and cash, management of claims and overdrafts, client / regulatory reporting, and input into the production of our Investment Book of Record delivery (IBOR). As a Vice President within the IMOS Client Global Operations team, you will play a pivotal role in leading efforts to implement our new strategic Middle Office Infrastructure. You will work closely with clients, project teams, and technology partners to ensure a seamless rollout and provide exceptional support to our clients. Your primary responsibility will be to manage the Client Operations team, ensuring premier service delivery and the accurate, timely delivery of the IMOS service to our end clients. Additionally, you will act as a liaison with clients and associated financial organizations to resolve any issues to the client's satisfaction.

Requirements

Product knowledge particularly of Equities, Fixed Income, Cash Markets, FX, OTC instruments, Exchange Traded Derivatives, other financial instruments, and general trade lifecycle.
Knowledge of industry and vendor products.
Client service / relationship building skills with the ability to build strong relationships with a wide variety of diverse groups, both internally and externally.
Demonstrated leadership experience across process, risk, and control within Investment Operations including managing change.
Self-starter with ability to learn quickly.
Excellent client facing skills & communication style, comfortable dealing with key clients.
Proven ability to lead teams across multiple locations.
Strong influencing skills, Ability to challenge existing processes and controls.
Attested track record of successfully working to deadlines, with accountability and responsibility for independent workload.
Experience of Investment Operations (Trades, Cash and Reconciliations)
Experience of Reconciliations and transaction lifecycle management
Excellent problem solving skills to identify, understand and address operational and technical issues.
Strong communication skills, both written and verbal, including the ability to develop relationships across the various stakeholders including senior business executives.
Ability to be flexible, follow and meet tight deadlines, organize, and prioritize work and meet the clients’ expectations.

Nice To Haves

Demonstrate leadership (preferably, but not necessarily, Middle Office)

Responsibilities

Play a lead role within the Global Client Operations team and act as a client-facing point of escalation, including overseeing our processing teams to ensure any issues requiring client attention are quickly resolved and working with the teams to ensure high levels of straight-through processing.
Establish dashboards and metrics to demonstrate progress and high quality of support to clients and senior management with clear and consistent statistics and commentary.
Oversee large components of the daily operational activities essential to premier service delivery, including day-to-day management oversight of the team, work allocation, capacity management, and talent management as required.
Build solid relationships with Client teams, including Front Office, Performance & Risk, and Compliance teams, and attend and participate in forums hosted and run by third parties.
Work with management of the client operations team to achieve 100% timeliness and accuracy and seamless integration in a ‘follow the sun’ model, developing client relationships to understand their fund structure, trading behaviors, and strategies.
Partner with Relationship Management and help lead client service and due diligence meetings.
Collaborate cross-functionally with technology, service, product, and other operations teams to manage the entire service delivery.
Liaise with external third parties daily, including brokers, custodians, transfer agents, and vendors, while monitoring market changes and developments.
Utilize experience with reconciliations and transaction lifecycle management.
Drive projects designed to enhance and improve existing processes and systems, and participate in new fund and product launches.
Manage teams to ensure the creation of diverse, high-performing teams and manage them effectively with clear objectives, goals, and targets to ensure continuous learning and development.