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Job Opening details:-
Company Name :- JPMorgan Chase Bank, N.A.
Position Name :- OTM and Unity Client Service Representative – Associate
Company Location :- Mumbai, Maharashtra
Job Category :- Jobs in Mumbai
Full Job Description :-
The successful applicant will be part of a global team delivering support to the clients and users of the key products aligned under the Interaction Management programme. The primary product within Interaction Management is an application called OTM which supports over 17,000 internal users across JP Morgan. The platform is a key tool to enable effective communication between internal staff which enables them to effectively support client queries. This is complimented by features that ensure additional enhanced layering controls to their operational environment. The team are now supporting the first use cases for Unity which is the new workflow and communication tool. This is a multi-year program and will eventually replace OTM. Alongside this the product team also have a client facing post trade application called Optimize which currently supports around 15,000 external users globally with their day to day trading task management. The successful individual will partner closely with the product managers, technology & operational champions in relation to these primary applications to understand and translate daily issues responding to the users & businesses informational needs. The key result will be a successful resolution or outcome.
The client service lead will be responsible for:
The day on day management of issues and queries raised by users of the Interaction management products.
Partner closely with technology to devise strategies for helping decrease the number of tech related user issues and help users navigate technology issues into the correct forums and process.
Partner with product managers on all pre and post strategic deliveries ensuring users are provided with the right level of support to navigate across the product with a clear sense of direction and with ease.
Partner with marketing and communications to channel information to clients and users helping them with the right level of detail to successfully navigate across the product’s as required.
Continuously define and maintain minimum service standards, looking to identify areas of opportunity for improvement via automation or streamlining services.
Ensure a deep understanding of the user journey and business processes as they evolve through the product lifecycle moving into post go live.
Identify and address key risks & assumptions proactively playing these back to users and product owners via the correct channels of communication where applicable.
Required Skills and Qualifications
Prior experience of client service or support ideally in a financial services, operational or technology environment
Prior experience and understanding of CIB Operations business areas and trade lifecycle knowledge preferred but not essential
Logical and structured approach to planning, problem solving, and decision-making
Strong client service, prioritisation, and organisational skills
Attention to technical detail, seek out potential problem area and follow-up with experts
Ability to work under pressure to meet deadlines
Confident to question business and technology requirements and solutions respectively
Ability to escalate appropriately when situation arises
Excellent communicator and strong relationship building skills
Inquisitive and motivated to solve business problems for users & clients
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. In accordance with applicable law, we make reasonable accommodations for applicants’ and employees’ religious practices and beliefs, as well as any mental health or physical disability needs.
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