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JPMorgan Chase& Co. (NYSE: JPM) is a leading global financial services firm with assets of $2.7 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 .
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The Triparty Collateral Service organisation resides within the Trading Services LOB, part of the broader Securities Services business of J.P. Morgan. It provides a scalable end-to-end suite of collateral services across transaction types and asset classes, delivered through J.P. Morgan?s cutting edge technology platform, and supported by an integrated high-touch client service model.
The APAC Client Service team, managed from Hong Kong with local offices across Sydney and Tokyo to provide local staff coverage and expertise, is looking to hire an additional Product Management Client Service representative in Hong Kong. The client facing team supports large, complex and demanding client relationships spanning the APAC region. Client Service representatives report into the regional head of Client Service in HK, working within the Product Management team for the business, ultimately responsible for the Product P&L. The Client Service team therefore form the voice of the client within Product Management team.
This role will be based in HK and predominantly focus on the larger clients within Hong Kong but also offer coverage support to the growing Japanese client base and existing Tokyo team. Regular travel to Tokyo would therefore be expected 3-6 times per year alongside daily communications with Japan. Fluent business level Japanese and English, both written and spoken is essential.
The successful candidate will manage the following responsibilities and will possess the required skills expected of the role.
The individual will cover a cross section of clients within the region, working in partnership with all areas of the organisation, including Sales, Product Managers, Product Development, Operations, Client Onboarding, Network, Technology and the wider global JPM Client Service teams. This will best support an end-to-end understanding of the business operating model, product offering and development pipeline.
The individual will be responsible for incremental client revenue growth and partner closely with Sales in new business development, as well as improving, developing and retaining existing client relationships, whilst maintaining a strategic understanding of the client?s business and operating model.
Client Service will also act as the client?s senior escalation point and will manage, communicate, own and resolve significant client issues whilst partnering with JPM Operations and Technology to promote the identification of continuous service improvements.
The Client Service representative also has overall accountability for ensuring the client?s global service requirements are achieved end-to-end within Securities Services and in partnership with other LOBs. Client Service are the client?s senior contact and trusted advisor on all Product and Service related matters and therefore communicate at all levels within the client organisation from Traders to Network and Operations.
Senior client-facing role with overall accountability for ensuring all the services provided to the client are achieved end-to-end
Primary contact and trusted advisor to Client?s senior decision makers
Maintains strategic understanding of Client?s operating model
Maintains comprehensive understanding of market, vendor and regulatory implications to the Client?s operating environment
Sets the commercial priorities for the Product, aggregating individual client feedback on new client solutions
Senior escalation point for Client and Internal J.P. Morgan teams
Helps navigate J.P. Morgan on behalf of the Client
Proactive management to identify trends, issues and opportunities
Conduct regular client interaction that captures service levels, client and market trends, client platform requirements and feedback, wallet share, portfolio mix and Product contribution to cost
Gathers intelligence on the client and disseminates internally
Oversees performance against agreed client expectations
Seeks opportunities and responds to initiatives to improve service levels and improved efficiency for J.P. Morgan and the Client
Improves and retains the Client relationship, driving additional sales opportunities and supporting Sales for new client business
Facilitates client presentations and training for new products/markets which best meet the client's needs
Manages dealing with highly complex, demanding client organisations
Develops awareness and understanding of Regulatory regime and impact on the client, the business and the industry
Fluent / native English and Japanese, spoken and written are essential
Excellent client service skills
Strong executive presence, strategic thinking and influencing skills (both within JPMorgan and with the client), including the ability to negotiate
Excellent presentation skills, with the ability to engage a senior-level audience
Superior written and verbal communication skill. Able to easily adapt communication style in different situations
Is able to summarise, simplify and communicate detailed and complex information to a broad range of team members or clients across the seniority spectrum, whether verbally or written
Demonstrates both partnership and assertiveness, can delegate and strategically think
Proven experience in delivering on commitment to clients
Awareness of Tri-Party Collateral Management, SBL, Securities Lending and repo markets or ability to learn these quickly
Prior experience interacting with multiple functional areas across Product, Operations, Technology, Legal, Risk and Sales
Strong analytical skills
Strong ownership, positive attitude and self-motivation, proves to be accountable
We recognize that our people are our strength and the diverse talents they bring to our global workforce is 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, or disability, or any other basis protected under applicable local law. In accordance with applicable local law, we make reasonable accommodations for applicants? and employees? religious practices and beliefs, as well as any mental health or physical disability needs.