Job Description
The role reports to the UK Head of Transfer Agency, Client Services and Governance. This position involves managing a team responsible for overseeing the UK TA and Client Service functions delivered through a third-party administrator. You will ensure high standards of service for both retail and corporate clients, maintain governance, and strive to enhance the service provided to all clients. JPMAM retains accountability for TA operations, regulatory requirements, and industry best practices. Strong TA business, technical, and regulatory knowledge, relationship management skills, and the ability to adapt to evolving requirements and drive continuous improvement are essential for success.
Responsibilities
Leadership & Stakeholder Management
* Lead, mentor, and develop a small, high-performing team, conducting regular 1-to-1 development meetings, appraisals, and performance reviews, while supporting a small offshore team to ensure collaboration and delivery.
* Act as the internal point of contact for stakeholders such as Sales Support, Intermediary Account Management, Compliance, Legal, Investment Desks and Risk.
* Serve as the key contact and escalation point for the TA vendor.
Client Service & TA Oversight
* Provide client service oversight, monitor client trends (including signs of vulnerability), manage issues, conduct post-call surveys, and refer queries outside TA responsibility (e.g., historic events, performance queries, authority to deal cases) for prompt follow-up and minimal client impact.
* Prioritise client experience and outcomes, placing Consumer Duty at the heart of decision-making.
* Oversee typical TA responsibilities, including Dealing, Cashflow monitoring and escalation with relevant investment desks around issues, Settlements, Registrations, Rebate Processing, AML, Tax Reporting.
Third-Party & Vendor Oversight
* Oversee and manage the TA to ensure high-quality service delivery through KPIs, SLAs and contractual obligations, fostering a collaborative partnership built on mutual trust and transparency.
* Conduct regular in-person site visits with TA and other vendors (e.g., Dealing STP providers, Print & Tracing Vendors) to maintain oversight and act as delivery manager.
* Build relationships with peers of the appointed TA and attend multi-client forums and committees.
Change Management & Process Improvement
* Lead and manage change initiatives, including holistic client service improvements, process simplification, and regulatory projects such as Accelerated Settlement.
Complaints & Issue Resolution
* Oversee complaints, chair the monthly European Complaints Forum, review trends, collaborate with TA on prevention, engage with FOS, manage complex complaints, ex-gratia payments, and ensure FCA reporting is completed.
Risk, Controls & Performance Monitoring
* Analyse errors and breaches, understand TA control failures, and implement preventative actions within TA and internally.
* Identify, act on, and minimize risks within the business.
* Monitor KPIs and ensure timely escalation of any trends or performance issues.
Specialist & Governance Activities
* Represent UK TA Oversight within Asset Management Governance forums and produce relevant reporting.
* Act as Subject Matter Expert and manager for Client Communications, collaborating with Product Development and wider EMEA teams to coordinate fund activity, EGMs, and other key client engagement initiatives.
Required Qualifications & Skills
* Client focus: demonstrate a client-centric mindset with a strong commitment to integrity, delivery and responsibility.
* Ability to coach and manage people.
* Relationship management: build and maintain partnerships with key external and internal stakeholders, including product development, operations, investment desks, compliance, risk, tax, internal and external audit functions, and multiple third-party vendors supporting the UK Funds business.
* Communication, influencing and interpersonal skills: excellent written and verbal communication, able to articulate complex ideas clearly for the audience.
* Ownership and Continuous Improvement: self-motivated and collaborative, with a strong ownership mindset and commitment to continuous improvement.
* Attention to detail and organization: keen attention to detail and excellent organizational skills.
* Time management: ability to prioritise tasks and meet deadlines and service standards.
* Adaptability: flexibility to adjust to changing client needs and evolving industry trends.
Team Collaboration
Ability to work collaboratively with a team to ensure cohesive service delivery and ongoing individual development.
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. We strive to build trusted, long-term partnerships to help our clients achieve their business objectives. We are an equal opportunity employer and value diversity and inclusion. We do not discriminate on the basis of protected attributes and provide reasonable accommodations for applicants and employees as needed.
About the Team
J.P. Morgan Asset & Wealth Management delivers investment management and private banking solutions across asset classes through a global network of professionals. Wealth Management helps individuals and families achieve their financial goals.
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