Join our dynamic team as a Client Service Delivery Associate and become a vital part of our mission to elevate client experiences. 

As a Client Service Delivery Associate within JPMorganChase, you will play a pivotal role in enhancing our client relationships by providing exceptional customer service and operational support. Your broad knowledge of banking principles and practices will be instrumental in addressing client inquiries, processing transactions, and troubleshooting complex issues. Your proficiency in strategic planning and change management will enable you to identify opportunities for improvement and drive initiatives that enhance service delivery. Your role will also involve liaising with various departments, ensuring compliance with technical standards and policies, and making decisions that have a direct impact on our departmental outcomes. Your ability to influence and manage internal stakeholders will be key in achieving our shared goals. 

Job responsibilities 

• Take care of the end to end query resolution raised by clients, which will include, but not be limited to Settlements and Corporate Actions, Tax and Income; this will involve detailed discussions/handholding with operations on processes and actions to be taken therein.
• Build relationships with clients to learn client behavior and requirements.
• Based on the client transactional data, you will identify client trends and behaviors, identifying key operational risk and control metrics, and contributing to the presentation of operational data metrics to the Custody business stakeholders as well as external client interactions.
• Drive resolution and management of client queries, leveraging internal teams globally and regionally as appropriate.
• Identify Service Requests and Service Delivery Issues for Client Services Account Managers to address; as well as any daily activities that may impact client satisfaction.
• Deliver comprehensive client service by troubleshooting issues and protecting against financial and reputational damage. 
• Facilitate change management processes, ensuring strategic communications and mitigating stakeholder impact. 
• Advise clients using market product knowledge while maintaining awareness of industry practices. 
• Optimize service delivery by implementing process automation initiatives and building strong client relationships. 
• Monitor and resolve trade discrepancies, conducting root cause analysis and managing fails effectively. 

Required qualifications, capabilities, and skills

• Professional working proficiency in Japanese and English language.
• Bachelor's Degree in Finance, Economics, Business, or relevant disciplines.
• Demonstrated proficiency in detecting and preventing fraudulent transactions to protect clients and the institution.
• Ability to liaise with various departments to ensure compliance with technical standards and organizational policies. 
• Skilled in influencing and managing internal stakeholders to drive mutually beneficial outcomes and develop collaborative relationships. 
• Expertise in facilitating change management and strategic communication with strong negotiation and communication skills. 
• Proficiency in digital literacy and the implementation of emerging technologies. 
• Strong analytical, technical, and problem-solving skills with keen attention to detail. 

Preferred qualifications, capabilities and skills

• More than 5+ years of experience in Trade Management/Cash/Asset Servicing at a Custodian or Prime Broker with a focus on client service and operation.
• Capability to analyze processes and recommend improvements for quality and efficiency. 
• Skilled in driving continuous improvement initiatives to enhance client experiences. 
• Experience in client-facing roles across multiple business areas and functions. 
• Strong analytical, problem-solving, and decision-making skills for effective independent work. 
• Knowledge of the securities industry and back-office operations, with the ability to proactively identify areas for improvement.