Ta Osd

**The Transfer Agency OSD member will;**
- Build a stable, senior relationship with the Client to support key interactions and seamless communication and escalation
- Use understanding of TA Operations to proactively lead quality service improvements
- Maintain an effective, interactive relationship with internal partners including, but not limited to: Fund Accounting, CS, Relationship Management, Technology, Product Development and other JPM Products (TSS, Custody, etc.) Work with the entire JPM team to ensure an excellent quality standard service delivery
- Proactively engage the Client for effective planning including using operational knowledge to take end
- to-end ownership and oversight for issue resolution and influencing of TA deliverables
- Be interested in working in a fast paced, dynamic environment and taking an active role in key initiatives

**Key Responsibilities of the Transfer Agency OSD 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
- Own and facilitate the Client TA complaints and reporting processes
- Communicate awareness of Client(s)' overall CIB operating model including any upcoming changes that could affect TA
- Maintain Client TA service documents: Service Level Delivery, Service Plan, Monthly KPIs, Monthly OSD 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 CS 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 client training requirements including maximizing self-service opportunities
- Evaluates 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
- **People Management**:lead and motivate others to deliver results; people managers need performance management advanced skills
- **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