Ta Client

**Role Description**:
The client-facing role is in the EMEA TA CIS team based in Luxembourg and partners closely with the Operations Service Delivery team as the TA primary point of contact for J.P. Morgan Bank Fund Clients and investors. T he role serves as the main communication point for the Investors on all TA-related matters, with special focus on TA Dealing, as well as issue escalation, service and progress updates and acts as the main owner for the TA Dealing Investor Services enquiries.

**The Transfer Agency CIS Associate will**:

- Build a stable, senior relationship with the TA Operations Service Delivery Manager to support key interactions with investors and clients
- Handle TA investor service enquiries in a timely and efficient manner
- Possess solid understanding of the clients culture
- Proactively engage the TA Operations Service Delivery Manager for effective communication including using operational knowledge to take end
- to-end ownership for issue resolution
- Keep necessary controls to meet service delivery standards in relation to the handling of investor enquiries
- Use understanding of TA Operations to proactively lead quality service delivery improvements
- Maintain an effective, interactive relationship with internal TA Operations Managers
- Work with the entire JPM TA Operations to ensure an excellent quality standard service delivery
- Be interested in working in a fast paced, dynamic environment and taking an active role in key initiatives

**Key Responsibilities of the Transfer Agency CIS Team**:

- Act as the primary Client-facing Subject Matter Expert (SME) for TA service delivery
- Own the TA processes and coordinate end-to-end actions with the broader TA team to pre-empt (if possible) and manage/resolve issues, inquiries and improvements consistent with Client SLD's ensuring timely communication to the client
- Handle investor complaints and escalation process
- Maintain Client TA service documents: Service Level Delivery, Service Plan, Monthly KPIs, Monthly CIS Client TA Footprint, and Issue Log
- Partner closely with Product & Tech to support Client projects, assess impacts, consolidate TA feedback and requirements for change management
- Partner closely with Operations Service Delivery to co-ordinate, chair, and provide input for all Client TA related operational service reviews, meetings, internally and externally, including visits to the Client as required
- Identify, plan, and deliver solutions for TA services gaps in co-ordination with the operational groups, including regulatory requirements and control needs.
- Identify and work towards opportunities to improve client behaviour, effectiveness and efficiency of operational processes
- Support Investor training requirements including maximizing self-service opportunities
- Evaluate data trends to identify improvement opportunities and associated issues and risks

**Skills/Competencies**:

- **Complex Problem Solving Skills**:Strong analytical, problem solving and process re-engineering skills
- **Critical Thinking**:Ability to look at the bigger picture and see many inputs and outputs objectively, evaluate and propose a solution
- **Creativity**:Intuitive multi-tasker who can manage multiple streams of work concurrently using various resources and thinking outside the box
- **Coordinating with Others**:Results Focus: Takes ownership and responsibility. Ability deal with issues on a local and regional business level
- **Emotional Intelligence**:Towards others and self; Resilient. highly motivated, energetic self-starter, who finds solutions
- **Judgement & Decision Making**:Willingness to make decisions, while ensuring buy-in from key stakeholders. Ability to challenge and influence stakeholders to ensure decisions are well thought out and can be executed from an operations perspective
- **Service Orientation**:Adaptive Client and Communication skills: ability to present information in different degrees of detail and form depending on the audience; interpret client requests and propose solutions
- **Negotiation**:Advanced influencing/partnering skills: working on own, within a team, and through others
- **Cognitive Flexibility**:Comfortable with change, ambiguity, debate, conflict and informed risk taking

**Required Experience**:

- **Languages**:Demonstrates strong command of English, other European languages advantageous
- **Organization**:Demonstrates agility in dealing with highly complex, demanding client organizations
- **Communication**:Demonstrates familiarity with client report writing and customisation
- **Prioritization**:Demonstrates strong organizational and time management skills
- **Client Service**:Solid track record of interacting efficiently with clients and effectively manage client expectations, delivering results
- **Business Knowledge**: Demonstrates strong product & business knowledge, including significant experience (5+ years) working in a TA/CS operations, able to demonstrate an in depth un