Ecx Emea Associate

il y a 2 semaines


Senningerberg, Luxembourg JPMorgan Chase Bank, N.A. Temps plein

The IPB Employee and Client Experience team (ECX) is charged with delivering a first-class experience for our International Private Bank (IPB) employees, clients and prospects, across all aspects of the relationship.

The team, partners across all aspects of the Global Private Bank in a proactive, coordinated and innovative approach, including but not limited to:

front office advisors, client service, digital and data transformation, solutions, marketing, finance and business management, technology, operations, ITO, and strategy.


Job Summary:

You would partner with the ECX lead in EMEA, and team members in APAC and NY, to drive an improved experience for IPB employees and clients in the region by:

  • Developing presentations and reports for the head of IPB EMEA and the 10 market leads in the region. These presentations and reports will help grow their engagement and understanding of what the current employee and client experience is, including themes, trends, and areas of concern.
  • Structuring the IPB's newlycreated employee feedback funnel for the European front office team, in partnership with the APAC and NYbased ECX team.
  • Assisting EMEA ECX lead in investigating / resolving client feedback and complaints for European clients, while partnering with key stakeholders to resolve areas of improvement, with the goal of improving the IPB client experience.

Responsibilities:

  • Develop internal and external communications and presentations to the EMEA region head and market leads on a monthly cadence.
  • Assist in establishing the newlycreated employee feedback process for EMEA front office staff, including increasing engagement among the EMEA team, reviewing the feedback, identifying the IPB stakeholder that owns the feedback, and providing a resolution back to the submitter.
  • Assist in analyzing the root causes of client feedback for EMEA clients and coordinate with IPB partners of potential resolutions (e.g., Client Service, Solutions, Digital, Tech, Ops, etc.)
  • Help in investigate and resolving client feedback for EMEA clients, including review of complaint correspondence and documents, account records, and recorded client interactions and interviews of clients, registered representatives, or other Firm employees.

Required Qualifications, Capabilities and Skills:

  • Bachelor's Degree
  • 35 years of Financial Services experience; wealth management and/or private banking experience strongly preferred
  • Client complaint or feedback handling experience strongly preferred
  • Experience working across a distributed, international business / team
  • Prior experience engaging with clients and senior stakeholder is preferred
  • Advanced understanding of investment products and offerings
  • Excellent presentation skills
J.P.

Morgan is a global leader in financial services, providing strategic advice and products to the world's most prominent corporations, governments, wealthy individuals and institutional investors.

Our first-class business in a first-class way approach to serving clients drives everything we do. We strive to build trusted, long-term partnerships to help our clients achieve their business objectives.


We recognize that our people are our strength and the diverse talents they bring to our global workforce are 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, pregnancy or disability, or any other basis protected under applicable law.

In accordance with applicable law, we make reasonable accommodations for applicants' and employees' religious practices and beliefs, as well as any mental health or physical disability needs.



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