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The Operational Service Delivery Manager ("OSDM") is thedaily contact and first point of escalation for clients and internal operationsteams. The OSDM takes ownership of the issue and will assess, coordinate andmanage the issues with the assistance of the relevant internal teams ensuringthat service delivery standards are continuously in alignment with the terms ofthe service level agreement between J.P. Morgan and the client.
The OSDM must exhibit an ability to work with, and manage through, otherfunctional areas both locally and globally, to ensure the provision of a timelyand efficient level of service. The OSDM has a high degree of autonomy in themanagement of their client base, however must be able to exercise reasonablejudgment regarding the escalation of issues to the Relationship Manager, theirclient service team manager, and to appropriate operations managers.
Your responsibilities will include:
Maintain high standard of Client deliverable and query resolution outputs through continual review and training
Track all Client deliverables and queries against SLAs
Manage Hubs to achieve 100% delivery for NAV Validation & Client deliverables against SLAs
Manage Error Process Output and SLAs
Conduct analysis of query trends, root cause analysis and deep dives to improve client experience and remove operational roadblocks
Work closely with Senior Management to achieve team and site wide goals and objectives
To be successful you will need:
Minimum 5 years relevant industry experience in the financial services sector and preferably Fund Accounting
Possess excellent verbal and written communication skills and experienced in dealing with clients & senior management
Proven exposure to plan sponsor, fund distributor, or investment manager client base and collateral management
Strong team player, influencing and negotiation skills along with strong analytical and decision making skills
Able to work well under pressure, prioritize appropriately, meet deadlines and juggle simultaneous demands
Supports, drives and influences the goals and strategies of business by taking initiative, engaging others, expressing ideas and challenging the status quo and effectively representing the Business function
Takes accountability for issues and actions and leverages relationships to ensure client and internal expectations are met
J.P. Morgan is an equal opportunity employer and iscommitted to providing a working environment that embraces and values diversityand inclusion. We are proud to retain our Silver Employer status in the 2018Australian Workplace Equality Index (AWEI). If you have any support or accessrequirements, we encourage you to advise us at time of application.
Internal Number: 5879302
About J.P. Morgan
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