Asset Management - UK Transfer Agent Oversight Team

As an Asset Management - UK Transfer Agent Oversight Team you will report directly to the Transfer Agency Oversight Manager and you are required to collaborate closely with the wider team (London & India) as well as internal teams within JPMorgan Asset Management and the TPA.

Job responsibilities:

• Supporting good client outcomes
• Oversee and support complaint referrals from the TPA or internally from other teams, oversee and support general servicing queries from the TPA.
• Handle complaints that fall outside the TPA's responsibility – e.g., Performance Complaints.
• Act as a point of escalation for all client service and complaint queries for both the TPA and internal teams.
• Issue Escalation and Resolution: Appropriately escalate identified issues and work towards their timely resolution, maintaining effective communication.
• Handle all Financial Ombudsman Service (FOS) Complaints and negotiating resolution alongside the TPA.
• Prepare and Present Reports: Develop and deliver regular reports to monthly Complaints Meeting, Consumer Duty Meetings and any Meetings as required, ensuring that all relevant data and insights are accurately presented to support informed decision-making.
• Work with the TPA and wider team on Root Cause Analysis for both Complaints and overall client feedback.
• Conduct TPA Site Visits: Perform regular site visits to the TPA for oversight and monitoring. This includes accurately recording minutes and ensuring the timely completion of all action items.
• 6 Monthly FCA Complaint Submissions: Manage the preparation and ensure timely complaints reporting to the FCA is carried out.
• Projects and Change Management: Support the coordination of Client Service/Complaint related projects and change management initiatives in collaboration with the TPA, ensuring seamless integration and alignment with organisational objectives.
• Represent JPMAM in various Forums: Act as a representative for JPMAM at TPA forums, facilitating effective communication and building strong relationships with other TPA clients.
• Monitor Industry Changes: Stay informed about industry changes and assess their potential impact on business operations, supporting proactive adaptation and compliance.

Required Qualifications, Capabilities and Skills:

• Strong client service mindset with a strong commitment to providing exceptional service and ensuring good client outcomes.
• Communication Skills: Excellent verbal and written communication skills to interact effectively with clients and understand their needs.
• Problem-Solving Skills: Ability to identify issues and develop solutions to address client concerns promptly.
• Interpersonal Skills: Strong ability to build and maintain relationships with clients, demonstrating empathy and understanding.
• Organizational Skills: Ability to manage multiple client queries and tasks efficiently, ensuring timely follow-ups and responses.
• Attention to Detail: Careful attention to client details and requirements to ensure accuracy in delivery.
• Time Management: Ability to prioritize tasks and manage time effectively to meet client deadlines and service standards.
• Adaptability: Flexibility to adjust to changing client needs and industry trends.
• Team Collaboration: Ability to work collaboratively with other team members to ensure cohesive service delivery.
• Self-Driven: Demonstrates a proactive and motivated approach to achieving goals and completing tasks independently.
• Relationship Building: Skilled in establishing and maintaining strong relationships with internal teams and external partners.
• Analytical Confidence: Ability to confidently challenge and question to thoroughly understand issues and processes.
• Change Management: Experience in regulatory and business change, ensuring seamless integration and compliance through project governance.
• Prior experience in complaint handling, including Financial Ombudsman Service (FOS) experience.

J.P. Morgan Asset & Wealth Management delivers industry-leading investment management and private banking solutions. Asset Management provides individuals, advisors and institutions with strategies and expertise that span the full spectrum of asset classes through our global network of investment professionals. Wealth Management helps individuals, families and foundations take a more intentional approach to their wealth or finances to better define, focus and realize their goals.