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CAO - Amenity Services - Business and Ops Manager - Vice President
July 11, 2019
JPMorgan Chase & Co. (NYSE: JPM) is a leading global financial services firm with assets of $2.5 trillion and operations worldwide. The firm is a leader in investment banking, financial services for consumers and small business, commercial banking, financial transaction processing, and asset management. A component of the Dow Jones Industrial Average, JPMorgan Chase & Co. serves millions of consumers in the United States and many of the world's most prominent corporate, institutional and government clients under its J.P. Morgan and Chase brands. Information about JPMorgan Chase & Co. is available at www.jpmorganchase.com .
J.P. Morgan is a place for talented people from all backgrounds and perspectives because our clients come from all backgrounds and perspectives. We encourage a culture of inclusion, where everyone's opinion counts and all employees have the freedom to deliver their absolute best. This is why we work hard and invest in attracting and developing a diverse workforce. Learn more about our Business Resource Groups in how they help our employees build successful careers and reach their greatest potential.
RESPONSIBILITIES: Manage the operations of Client Centre, employee dining, pantry services and lobby concierge in Hong Kong. Oversee the reservation, planning, operations and execution processes within these facilities to deliver the highest standard of service to all JPMC internal and external clients. Ensuring all JPMC policies, procedures and codes of conduct are adhered to and observed.
REPORT TO: Amenity Services Hong Kong
LIAISE WITH: All JPMC and Vendor Personnel within JPMC All Client and Customer contacts of JPMC
GENERAL SCOPE AND PURPOSE: To ensure that the highest standards of service are maintained through proactive and competent management oversight, support and planning processes.
Core RESPONSIBILITIES: 1. Manage Client Centre and Client dining operations delivering immaculate first class service by developing and implementing global operating standards and procedures. 2. Maintain a flexible, "can do" level of service at all times to provide clients with a high quality, consistent product, and to ensure overall safety and security. 3. Keep an active overview on the performance of EMS (room booking system) to ensure adequate resources, hardware and business continuity are provided at all times. 4. Provide metrics relating to meeting space utilization, visitor statistics, sales mix and others as required. 5. Oversee and manage a robust vendor management program including but not limited to Business Review Meetings for Client / Employee Dining providing feedback and updates on all operational, strategic, financial, and personnel matters, menu rotation, fresh selections and theme program on a monthly basis. 6. To ensure prompt and professional response to complaints and communication of actions resulting. 7. Handle day-to-day challenges team presents and assist driving towards a solution.
BUSINESS RESULTS: 1. Deliver against Key Performance Indicators and report across all Client & Employee Dining and to ensure key standards are met around menu, performance and program effectiveness. 2. Drive innovation and implement ideas to enhance services - modify food and service programs in line with current high street trends and liaise with key users/clients to consistently meet and exceed client expectations. 3. Manage all vendor's performance against contractual expectations and liaise with third party vendors for the provision of wines, floral, event decorations, printed collateral.
CLIENT / CUSTOMER FOCUS: 1. Ensure all clients are met and greeted and are provided personalized service. Deliver a quality service across all locations by the Hong Kong Amenity Services teams. 2. Ensure Client needs are identified and all details communicated (including changes, additions or deletions) of each program/meeting to all members of the AV, IT, Security, Facilities, Catering and external vendor teams to ensure seamless delivery of service excellence. 3. Manage and develop Know your Customer initiatives, use these platforms to deliver service specific measurable initiatives demonstrating client and customer focus. 4. Develop marketing and communication program enabling all media channels to promote and develop Amenity services.
TEAMWORK/LEADERSHIP: 1. Manage, develop and coach the Amenity services team/partners to deliver a personalised intuitive client experience. 2. Maintain a positive and professional poise throughout all business dealings. 3. Set an example and ensure standards are achieved in terms of personal presentation and grooming, present a polished image, following uniform guidelines without exception. 4. Manage and maintain relationships with Events Team and Internal Clients, along with Caterers, Audio Visual and Global Real Estate teams. 5. Determine training and development points for team in conjunction with global standards and training. 6. Maintain a professional, flexible "can-do" level of service at all times to provide Clients with a high quality consistent dining, conference and event product.
RISKS & CONTROLS: 1. Use EMS as the singular booking tool for all Client Dining/Centre related activity. 2. Review scheduling of meeting space in order to maximize utilization and report on meeting metrics and analytical review of utilization by EMS. 3. Ensure maximum utilization of space to achieve yearly utilization goals. 4. Produce financial P&L reports relating to Amenity Services including sales and costs against budget and forecast. 5. Ensure all clients are provided with an accurate summary of forecasted and actual costs, at every stage of the planning process. 6. Responsible for records management For Amenity Services in Hong Kong to ensure data protection and audit compliance. 7. Demonstrate cost control and correct allocation of charges per cost centre according to usage for Hong Kong. 8. Manage, check and update regularly BCP plan to execute whenever it is activated. 9. Demonstrate a globally aligned framework for vendor oversight including NEIM / CWOC management, Vendor supplier management, Performance based metrics - KPIs and BRMs, Health & safety and sanitation reporting, Financial reporting and Mandatory JPMC training. 10. Define security, health & safety and fire life safety protocol across all sites, including issue escalation process. 11. Adhere to all compliance procedures including accurate data entry for reporting purposes.
PERSONAL PROFILE: - Hospitality degree, demonstrable experience in international 5* hotels, event planning and food & beverage environment - Experience in managing teams, meeting planning and customer service - Experienced knowledge of food, beverage and catering services - Strong interpersonal skills with the ability to interact with clients and senior executives - Highly organized; ability to handle multiple tasks and apply judgment to prioritize - Strong Computer Skills, (MS Office) - Flexibility to deal with a fast-paced, diverse environment - Excellent communication skills; both oral and written - Team player - Decision maker and problem solver - Work comfortably under pressure and observe deadlines - Highly motivated
Internal Number: 6116425
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