Ta Client

**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 understanding of end-to-end operational processes
- **Controls Focus**:Proven record of ability to collaborate in optimal operations controls & workflow analysis
- **Leadership**:Proven skills in operations roadmap planning and deliveries whilst managing conflicting objectives
- **Communication**: Demonstrates strong written and verbal communication skills with complimentary presentation and report writing skills (clear, concise, relevant and accurate)
- **Team Player**:Demonstrates comfort working across a