Client Operations Associate

JP Morgan

Location: Dorset

Job Type: Full time



The Collateral Account Services team are a multi-product group within the wider Client Account Services organisation, and support clients across Collateral Services, Tri-Party and Global Custody. The team are client facing and responsibilities include coordination with clients to assess new onboarding requests, managing the pipeline and providing project management and oversight of new and incremental set up requests actioned by our offshore teams.

As a Co-ordination specialist your responsibilities will include:

  • Project management of end-to-end account activities covering both new clients and incremental activity
  • Coordination with clients to assess new request, manage pipeline and queries both with new set up and remediation, including initial review of docs provided to ensure they are in good order
  • Interfacing between Client and the offshore CAS teams to coordinate responses and resolution to identified BAU issues
  • Partnering with Product, Implementations, Sales, Relationship Management, Client Service and Product to drive the business forward
  • Gaining and maintaining a comprehensive knowledge of the account opening and maintenance work flow and end-to-end ownership of all related requirements including SLAs & KPIs
  • Identifying and executing process improvements and provide support on key process and technology initiatives. Identifying opportunities to eliminate manual processes by leveraging digital tools.
  • Developing strong working relationships with key internal partners to provide seamless client delivery and identify opportunities for process improvements with focus on quality, efficiency and timeliness
  • Layering between Client and the offshore CAS teams to coordinate responses and resolution to identified BAU issues
  • Utilisation of value added and oriented approaches to engage and educate clients, in addition to asking open-ended questions, and establishing confidence and trust in order to maintain and enhance clients’ experiences and relationships
  • Demonstrating excellent oral and written communication skills and a positive attitude coupled with an aggressive but professional approach to escalation, prioritization and problem solving.
  • Partnering with offshore CAS teams to provide root cause commentary on identified issues
  • Taking active role in shaping and implementing future state

Skills required are advanced:

  • Strong time management skills, self-directing and capable of dealing with high pressure, time sensitive tasks.
  • Ability to demonstrate flexibility and operate in a changeable environment
  • Organisational, analytical and problem resolution skills
  • Strong teamwork and influencing skills
  • Oral and written communication - ability to effectively interface with clients and internal partners
  • Attention to detail
  • MS Office skills
  • Client relationship management
  • Experience with digital tools – Xceptor, Tableau, Alteryx

Knowledge (preferred but not essential)

  • Custody and/or Collateral / Tri-Party product knowledge
  • Custody and/or Collateral / Tri-Party workflow, processes and procedures knowledge
  • Market entry, renewal, restructures
  • Wider Securities Services industry knowledge
  • Experience with digital tools – Xceptor, Tableau, Alteryx
You’ve got this!