As an Asset Management - UK Transfer Agent Oversight Team member, you will report directly to the Transfer Agency Oversight Manager and 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
* Overseeing and supporting complaint referrals from the TPA or internally from other teams, as well as general servicing queries from the TPA.
* Handling complaints outside the TPA's responsibility, such as Performance Complaints.
* Acting as a point of escalation for all client service and complaint queries for both the TPA and internal teams, and working towards their timely resolution with effective communication.
* Managing all Financial Ombudsman Service (FOS) Complaints and negotiating resolutions alongside the TPA.
* Developing and delivering regular reports for monthly Complaints Meetings, Consumer Duty Meetings, and other forums, ensuring accurate data presentation to support decision-making.
* Conducting Root Cause Analysis for complaints and client feedback in collaboration with the TPA and wider team.
* Performing regular TPA site visits for oversight, with documented minutes and timely completion of action items.
* Managing the preparation and submission of biannual FCA Complaint reports.
* Supporting projects and change management initiatives related to Client Service and Complaints, ensuring smooth integration.
* Representing JPMAM at TPA forums to facilitate communication and strengthen relationships.
* Monitoring industry changes and assessing their impact on operations to ensure proactive compliance.
Required Qualifications, Capabilities, and Skills:
o Strong client service orientation with a commitment to excellent client outcomes.
o Excellent verbal and written communication skills.
o Problem-solving ability to address client concerns effectively.
o Interpersonal skills to build and maintain relationships with clients and internal teams.
o Organizational skills to manage multiple queries and tasks efficiently.
o Attention to detail to ensure accuracy.
o Time management skills to prioritize and meet deadlines.
o Adaptability to industry and client needs.
o Team collaboration skills.
o Self-driven and proactive attitude.
o Relationship-building skills.
o Analytical confidence to challenge and understand issues deeply.
o Experience in change management and regulatory compliance.
o Prior experience in complaint handling, including FOS experience.
J.P. Morgan Asset & Wealth Management offers leading investment management and private banking solutions, with Asset Management providing strategies across asset classes globally, and Wealth Management assisting individuals and families in wealth planning.
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