Client Services & Solutions: Customer Success Associate

Are you looking for an exciting opportunity to join a dynamic and growing team in a fast paced and challenging area? This is a unique opportunity for you to work in our team to partner with the Business to provide a comprehensive view.

As a Customer Success Associate in Client Service & Solutions India team, you will manage complex client relationships and promote service and efficiency initiatives.

Job Responsibilities:

• Client management: Deal with complex, demanding client organizations and an ability to develop strong client relationships.
• Oversee and deliver on client efficiency initiatives – fax elimination, reduction in non-standard client processes, reporting, etc. Identify and implement process improvement opportunities that significantly enhance efficiency, quality and client satisfaction

• Manage governance process of service disciplines. Deliver transparencies on significant items to wider audience and coordinate in region against global initiatives. Identify, design and influence investment initiative priorities for new product enhancements, service bundles and operational efficiencies.

• Completing periodic relationship reviews for your clients. Participate in service reviews and client events such as RFPs, Due Diligence and client workshops/forums.

• Lead in-person meetings with your client base to build relationships, establish an on-going governance structure, update clients on product and system enhancements, and work to ensure the client’s ongoing satisfaction with JPM. Maintaining client profiles, and service level documents for your assigned book of business. Coordinating client training for proprietary JPM technology.

• Coordinating service delivery across all products and services (including working with colleagues from Custody, Accounting, Performance, Compliance, and Securities Lending).

• Ensuring personal and client compliance with all company policies and procedures.

• Prepare scorecards and ad-hoc reports for clients as well as for internal partners. Liaise with multiple product teams . Fund Accounting, Performance Reporting, etc. to consolidate the information required for clients

• Analyze client key performance indicators (KPIs) and Key Risk Indicators (KRIs) to identify client trends and provide root cause explanations to facilitate CSM meetings with clients

• Perform functions related to risk and quality control including; entitlements and dormant account reviews, fee billing audits, billing receivables, client onboarding, account closings, outstanding tax documentation and reclaims, standing instructions, etc.

• Assist in coordinating activities with the global operations and middle office teams based in the Americas, EMEA and APAC to manage clients. Support Client Service team on client focused projects as well as internal/business transformation initiatives. Perform invoice review before they are sent to the client.

Required qualifications, capabilities & skills:

• Bachelor’s degree.

• Strong client management skills and experience in dealing with partners internally, with effective problem solving skills.

• Strong presentation and analytical skills, speaking and verbal skills. Ability to summarize, simplify and communicate detailed and complex information to a broad range of team members across the seniority spectrum, whether verbally or written. Strong organizational, project management and planning skill sets

• Compliance mindset with a solid understanding of risks associated with the broad array of services offered

• Ability to learn and discuss the products and services offered by Securities Services with clients, including Global Custody, Fund Accounting & Administration, Investment Information Services, and Securities Lending. An understanding of the major financial markets and securities

• Ability to exercise sound judgment and make effective decisions on behalf of the client and JPM. Ability to prioritize, handle multiple tasks and work with minimal supervision.

• Strong work ethic with a desire to work with a team and a willingness to learn the products and processes of JPM. Maintaining client profiles, and service level documents for your assigned book of business.

Preferred qualifications, capabilities & skills:

• Relevant Operations, fund accounting or custody background preferred. Experience with a custodian, asset management firm, broker/dealer, hedge fund, fund administrator, or other financial markets organizations servicing clients.