Lead the Network Performance Management team for the Americas region, improving agent performance, handling escalated issues, and managing risk while collaborating with internal and external partners.
Job Description
J.P. Morgan's Corporate & Investment Bank (CIB) is a global leader across banking, markets, and securities services. The world's most important corporations, governments and institutions entrust us with their business in more than 100 countries. The Corporate & Investment Bank provides strategic advice, raises capital, manages risk, and extends liquidity in markets around the world. Further information about J.P. Morgan is available at www.jpmorgan.com .
Network Management, CASS & UK Outsourcing is a global function within Digital & Platform Services (DPS) of the CIB. This role resides within Network Management which is responsible for managing J.P. Morgan's network of Agent Banks and Financial Market Infrastructures (FMIs), ensuring they meet the firm's requirements for oversight of cash and securities services for principal and client activities. The network of providers includes banks, sub custodians, payment systems, central counterparties, securities depositories, and cheque clearing systems. Network Management has over 200 staff in multiple locations, a commitment to diversity and provides coverage across global markets and to selected clients. While the group resides within the CIB, it supports multiple J.P. Morgan's lines of business including Corporate & Investment Bank (Global Markets; Securities Services; Wholesale Payments), Asset & Wealth Management, Commercial Bank and Consumer & Community Banking.
The Network Performance Management team work closely with provider institutions and in partnership with J.P. Morgan Operational teams to ensure service delivery is in line with expectations, managing issue escalation and opportunities for performance enhancements. The successful applicant will report to the Global Head of Network Performance Management.
Roles and Responsibilities:
Qualifications/Competencies:
About Us
JPMorganChase, one of the oldest financial institutions, offers innovative financial solutions to millions of consumers, small businesses and many of the world's most prominent corporate, institutional and government clients under the J.P. Morgan and Chase brands. Our history spans over 200 years and today we are a leader in investment banking, consumer and small business banking, commercial banking, financial transaction processing and asset management.
We offer a competitive total rewards package including base salary determined based on the role, experience, skill set and location. Those in eligible roles may receive commission-based pay and/or discretionary incentive compensation, paid in the form of cash and/or forfeitable equity, awarded in recognition of individual achievements and contributions. We also offer a range of benefits and programs to meet employee needs, based on eligibility. These benefits include comprehensive health care coverage, on-site health and wellness centers, a retirement savings plan, backup childcare, tuition reimbursement, mental health support, financial coaching and more. Additional details about total compensation and benefits will be provided during the hiring process.
We recognize that our people are our strength and the diverse talents they bring to our global workforce are directly linked to our success. We are an equal opportunity employer and place a high value on diversity and inclusion at our company. We do not discriminate on the basis of any protected attribute, including race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, marital or veteran status, pregnancy or disability, or any other basis protected under applicable law. We also make reasonable accommodations for applicants' and employees' religious practices and beliefs, as well as mental health or physical disability needs. Visit our FAQs for more information about requesting an accommodation.
JPMorgan Chase & Co. is an Equal Opportunity Employer, including Disability/Veterans
About the Team
J.P. Morgan's Commercial & Investment Bank is a global leader across banking, markets, securities services and payments. Corporations, governments and institutions throughout the world entrust us with their business in more than 100 countries. The Commercial & Investment Bank provides strategic advice, raises capital, manages risk and extends liquidity in markets around the world.
J.P. Morgan's Corporate & Investment Bank (CIB) is a global leader across banking, markets, and securities services. The world's most important corporations, governments and institutions entrust us with their business in more than 100 countries. The Corporate & Investment Bank provides strategic advice, raises capital, manages risk, and extends liquidity in markets around the world. Further information about J.P. Morgan is available at www.jpmorgan.com .
Network Management, CASS & UK Outsourcing is a global function within Digital & Platform Services (DPS) of the CIB. This role resides within Network Management which is responsible for managing J.P. Morgan's network of Agent Banks and Financial Market Infrastructures (FMIs), ensuring they meet the firm's requirements for oversight of cash and securities services for principal and client activities. The network of providers includes banks, sub custodians, payment systems, central counterparties, securities depositories, and cheque clearing systems. Network Management has over 200 staff in multiple locations, a commitment to diversity and provides coverage across global markets and to selected clients. While the group resides within the CIB, it supports multiple J.P. Morgan's lines of business including Corporate & Investment Bank (Global Markets; Securities Services; Wholesale Payments), Asset & Wealth Management, Commercial Bank and Consumer & Community Banking.
The Network Performance Management team work closely with provider institutions and in partnership with J.P. Morgan Operational teams to ensure service delivery is in line with expectations, managing issue escalation and opportunities for performance enhancements. The successful applicant will report to the Global Head of Network Performance Management.
Roles and Responsibilities:
- Leading the Network Performance Management deliverables for the Americas region.
- Responsible for proactively improving agent performance and service delivery, seeking opportunities for service enhancements.
- Building a network of contacts with external providers and internal partners to manage service and drive change.
- Accountable for the investigation and resolution of escalated enquiries & service issues.
- Conducting service reviews, accurately assessing risk, and ensuring delivery of high-quality reports.
- Use of thematic data analysis to improve agent performance.
- Ability to understand LOB requirements and ensuring needs are managed through service level agreements between the firm and the agents in our network.
- Responsible for incident and crisis management, leading external engagements through resolution and ensuring remediation following any agent bank errors.
- Participating in regional and global projects requiring partnership from agent banks and FMIs.
Qualifications/Competencies:
- Leadership attributes, including the ability to drive change, implement new processes and influence senior stakeholders.
- Ability to lead a team, ensuring that deliverables are clear and accountable to members of the team.
- Knowledge of securities related products across Securities Service and Markets LOBs.
- A strong understanding of the impact of industry and market developments on agent banks.
- Strong aptitude for risk management, compliance, and oversight.
- Ability to build excellent working relationships with business partners in LOBs across the firm and with agent banks.
- Excellent communication, negotiation, problem solving and influencing skills.
- Effective project management skills and an ability to contribute to enhancements in processes, controls, and systems.
- Ability to shape and influence successful outcomes for J.P. Morgan.
About Us
JPMorganChase, one of the oldest financial institutions, offers innovative financial solutions to millions of consumers, small businesses and many of the world's most prominent corporate, institutional and government clients under the J.P. Morgan and Chase brands. Our history spans over 200 years and today we are a leader in investment banking, consumer and small business banking, commercial banking, financial transaction processing and asset management.
We offer a competitive total rewards package including base salary determined based on the role, experience, skill set and location. Those in eligible roles may receive commission-based pay and/or discretionary incentive compensation, paid in the form of cash and/or forfeitable equity, awarded in recognition of individual achievements and contributions. We also offer a range of benefits and programs to meet employee needs, based on eligibility. These benefits include comprehensive health care coverage, on-site health and wellness centers, a retirement savings plan, backup childcare, tuition reimbursement, mental health support, financial coaching and more. Additional details about total compensation and benefits will be provided during the hiring process.
We recognize that our people are our strength and the diverse talents they bring to our global workforce are directly linked to our success. We are an equal opportunity employer and place a high value on diversity and inclusion at our company. We do not discriminate on the basis of any protected attribute, including race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, marital or veteran status, pregnancy or disability, or any other basis protected under applicable law. We also make reasonable accommodations for applicants' and employees' religious practices and beliefs, as well as mental health or physical disability needs. Visit our FAQs for more information about requesting an accommodation.
JPMorgan Chase & Co. is an Equal Opportunity Employer, including Disability/Veterans
About the Team
J.P. Morgan's Commercial & Investment Bank is a global leader across banking, markets, securities services and payments. Corporations, governments and institutions throughout the world entrust us with their business in more than 100 countries. The Commercial & Investment Bank provides strategic advice, raises capital, manages risk and extends liquidity in markets around the world.
Top Skills
Market Data Analysis
Securities Services
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