Asset Management - Continental Europe Funds Client Services Team - Client Services Associate (Based in Madrid)

Descripción de la oferta

J.P. Morgan is a global leader in asset and wealth management services. The Asset Management line of business serves institutional, ultra high net worth, high net worth and retail clients through its Global Investment Management and Global Wealth Management businesses. With client assets of $2.4 trillion and assets under management of $1.8 trillion, we are one of the largest asset and wealth managers in the world. (Assets as of March. 31, 2015)

Global Business Principle

Throughout our long and distinguished history, we have been steadfastly committed to putting our clients" interests first.

This fiduciary responsibility defines our relationship with clients and informs the basis of every decision we make on their behalf. This core principle is the foundation of our business as we work to understand our clients" needs, offer informed advice and execute strategies to generate excess returns and provide world-class client solutions.

Global Investment Management

J.P. Morgan Asset Management (Investment Management) is a leading investment manager of choice for institutions, financial intermediaries and individual investors, worldwide. With a heritage of more than two centuries, a broad range of core and alternative strategies, and investment professionals operating in every major world market, we offer investment experience and insight that few other firms can match.

·Clear focus on managing client assets and delivering strong risk-adjusted returns
·Nearly 1,300 investment professionals providing strategies spanning the full spectrum of asset classes, including equity, fixed income, cash liquidity, currency, real estate, hedge funds and private equity
·Leadership positions in the U.S., U.K., Continental Europe, Asia, and Japan

J.P. Morgan Asset Management is the marketing name for the investment management businesses of JPMorgan Chase & Co. and its affiliates worldwide.

Client Services Associate - Madrid

Department: Continental Europe Funds Client Services Team

Reporting to: Head of Client Services

Direct Reports: none

Main responsibilities and tasks: Client Experience

Overall Objective

The overall purpose of the role is to support & service our existing Client base in Spain, Andorra and Portugal, to support Client Service teams in other locations and to guide our clients in Spain, Andorra and Portugal through the ongoing management of their account(s). The Client Service Associate will be the voice and the face of JPMorgan Asset Management in front of the customer.

Main responsibilities and tasks:

Client Experience

·You will provide the best ongoing client service support to our customers in Spain, Andorra and Portugal.
·You will provide & maintain key contact point between Sales and Operations, as well as being main contact for Clients and Distributors for operational matters. You will handle regular client and team tasks and ensure queries, errors and complaints applying the highest quality standards and according to Local and Luxembourg procedures within agreed Key Performance Indicators (KPI).You will own the on-boarding process end to end for new clients in Spain, Andorra and Protugal in co-operation with Sales and Operations.
·You will be a partner to our client advisors throughout the onboarding process and assist them with your in depth knowledge of AML/KYC requirements.
· You will anticipate, identify and escalate issues and recommend solutions keeping the client in mind.
·You will provide the essential link between Sales and Operations; take end-to-end ownership of client related issues and participate in projects where appropriate. You will report and escalate all client issues/needs to Sales/Management and encourage Sales & Operations teamwork in order to attain business goals.
·You will constantly review and improve service performance and identify opportunities to enhance client experience. You will request (and provide) feedback from peers and learn and apply the feedback received in order to enhance the client experience.You will stay current on market, industry and business developments
·You will prioritise work appropriately and independently to deliver results in a timely and accurate manner
·You take appropriate risks and challenge existing processes and procedures to enhance client experience and to strengthen our control environment.
·You will participate in Client Satisfaction Survey (Voice of the Client) as applicable and receive outstanding feedback from clients and business partners.

Communication

·You will enable fluid communication by proactively keeping Sales, Client Service teams and Management up-to-date on current status of outstanding issues - ensuring eventual total service delivery.
·You will build strong working relationship with JPMAM teams (e.g. Service Delivery, CTAS, COT, FCD, Trailer Fees, Finance, Compliance, Risk...) to ensure a continuous exchange takes place.
·You will participate in the end to end process of Client Communication/mailings in co-operation with Sales and Marketing as well as the Client Communications teams in Luxembourg and London
·You will participate actively in the Market specific project agenda, product knowledge and key clients/major relationships in close co-operation with Sales and Business Management (research, analyse, generate and implement ideas on client experience enhancements, market requirements, legal changes, tax changes, procedure changes, and innovative service improvements).
·You will promote knowledge sharing by actively sharing information with Client Services teams to expand their ability and professionalism in handling all types of client enquiries and complaints.
·You will facilitate a regular exchange with operational areas to ensure complete transparency in respect of allocated clients and markets. Identify additional opportunities for information sharing.
·You will provide regular reporting on team situation and client & market specific updates in e.g. the monthly Client Service Forums and other forums.
·You will be responsible for Client Service's perception by other teams and you will actively contribute to a positive image building with internal and external partners.
·You will proactively build network with key partners from operational areas, Country Office and other LOBs to leverage efficiency, maximise the impact of ideas and achieve targets.

Control of Risk

·You will be aware of approved local and Luxembourg procedures and control requirements and act on it accordingly.
·You will complete all mandatory trainings proactively (i.e. AML, Data Privacy, Code of Conduct etc).
·You will escalate and communicate issues to Sales/Management as appropriate and in a timely manner in order to minimise financial and reputational damage. You will assist the Client Advisors and help them identify and mitigate risks.
·You will ensure that all procedures and controls have been applied effectively .
·Support Sales and the management team in the mitigation of risk.
·Actively contribute with feedback wherever appropriate.

Perfil buscado

Threshold competencies
Focus on the client - Appreciates and understands client needs and aligns these with the products and services of the firm.
Focuses on results - Does what it takes to deliver their job objectives and targets.
Takes initiative - Takes responsibility and acts before being directed. Makes suggestions for the overall improvement of the Firm's activities.
Is thorough - Is systematic in approach to detail to ensure that activities are completed effectively.
Builds relationships - Establishes effective relationships for the benefit of both themselves and the Firm.
Commits to goals and values - Aligns own behaviour with the goals and values of the Firm. Demonstrates leadership and is flexible in approach for the good of the Firm.
Is aware of the wider organisation - Is aware of how their activities impact on others in the wider organisation, and how the Firm's systems, procedures and controls impact on their own job
Is adaptable - Is prepared to adapt their approach to meet the requirements of different situations, and is receptive to the need for change. Is able to see the value of a different views different their own
Is aware of others - Understands the needs and requirements of others and has an accurate perception of how they are likely to react.



JPMorgan Chase & Co. offers an exceptional benefits program and a highly competitive compensation package. JPMorgan Chase & Co. is an Equal Opportunity Employer.