Derived from job-description analysis by Serendipath's career intelligence engine.
Original posting from JPMorgan Chase
Bring your operational expertise and client focus to a role where you can shape service outcomes and strengthen long-term partnerships. You will work at the center of client engagement, issue management, and continuous improvement, partnering with teams across the firm to deliver a high-quality experience. This is an opportunity to build senior client relationships, influence change, and make a measurable impact. The role is based in Luxembourg and supports clients across Europe, the Middle East and Africa.
As a Transfer Agency Operations Service Delivery Lead at JPMorganChase within the Transfer Agency Operations team, you will be the primary point of contact for fund clients on transfer agency service delivery. You will take end-to-end ownership of escalations, service updates, and operational deliverables, ensuring clear communication and strong follow-through. You will collaborate closely with internal partners to drive issue resolution, improve processes, and strengthen controls. You will also help clients maximize self-service and support training needs to improve overall effectiveness.
Job responsibilities
Serve as the primary client-facing contact for transfer agency service delivery, providing timely updates and clear communicationBuild and maintain senior, trusted relationships with clients to support effective engagement and escalation managementOwn end-to-end coordination of inquiries, issues, and improvements, partnering with operational teams to deliver solutionsLead transfer agency issue escalation and resolution, proactively identifying risks and driving appropriate actions to closureMaintain key service delivery documentation (service plans, service level documents, performance reporting, and issue logs)Facilitate complaints management and reporting processes, ensuring appropriate tracking, visibility, and resolutionEvaluate key performance indicators and operational data trends to identify service improvement opportunities and emerging risksPartner with technology and product teams to support client projects, assess impacts, and contribute to change managementCoordinate and contribute to client service reviews, operational meetings, and client visits as requiredSupport client training needs and promote self-service capabilities to improve client experience and operational efficiencyRequired qualifications, capabilities, and skills
Five or more years of experience in transfer agency operations and/or client service operations with a strong understanding of end-to-end processesStrong command of English with proven ability to communicate clearly in writing and verbally with senior stakeholdersDemonstrated experience managing client expectations and delivering outcomes in highly complex, demanding client environmentsProven ability to lead issue resolution end-to-end, including escalation management, root-cause analysis, and sustainable remediationStrong analytical and problem-solving skills, including process improvement and operational re-engineering experienceDemonstrated controls and risk mindset, with experience partnering on workflow analysis and control enhancementStrong stakeholder management skills, with the ability to challenge constructively and influence decisions to enable executionExcellent organizational and time management skills, including the ability to prioritize across multiple concurrent workstreamsStrong presentation and client reporting skills, producing clear, concise, relevant, and accurate materialsProven ability to work effectively across teams and levels, bringing groups together to deliver shared outcomesPreferred qualifications, capabilities, and skills
Proficiency in an additional European languageExperience supporting fund clients in Luxembourg and/or across Europe, the Middle East and AfricaExperience partnering on operational change programs involving technology delivery and process transformationExperience developing or enhancing service performance frameworks, including service planning and performance reportingDemonstrated experience improving client behaviors and operational effectiveness through education, governance, and self-service adoption
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. We also make reasonable accommodations for applicants’ and employees’ religious practices and beliefs, as well as mental health or physical disability needs. Visit our FAQs for more information about requesting an accommodation.
Source: JPMorgan Chase careers