Custody Client Experience Specialist

JP Morgan Chase; Sydney; On-site; AUD 90,000 - 135,000; Full time

Job summary

J.P. Morgan in Sydney seeks a Custody Operations - Client Facing Associate to partner with institutional clients and internal teams, resolving issues and improving settlement outcomes.

You will support day-to-day client service within Securities Services Operations, following a risk-controlled framework and using KPIs to drive improvements across custody services. The role emphasizes client communication, operational excellence, and collaboration with product, sales, and operations teams to

Qualifications

• 5 years of client-facing operations experience in custody or closely related environment.
• Experience supporting global equity and fixed income settlement and post-trade processes.
• Experience supporting asset servicing (corporate actions and income processing) in an operations setting.
• Experience supporting cash and foreign exchange operational processes.
• Strong written and verbal communication skills with external financial services clients.
• Demonstrated attention to detail and disciplined follow-through in a controlled environment.
• Proven ability to use KPIs and metrics to drive measurable service or process improvements.

Responsibilities

• Deliver high-quality custody client service support across a portfolio of institutional clients.
• Respond to client inquiries accurately and on time, coordinating end-to-end resolution across partners.
• Lead proactive client communication, including participation in periodic client review and due diligence meetings.
• Apply risk and control checks, elevate exceptions, and document outcomes to support a strong control environment.
• Analyze key performance indicators (KPIs) and operational metrics to identify recurring issues and improvement opportunities.
• Improve settlement timeliness and straight-through processing by partnering with operations and product stakeholders.
• Use approved digital and AI-assisted workflows to triage inquiries, draft responses, summarize themes, and surface automation opportunities (with appropriate controls).
• Build strong working relationships across product, sales, account management, and global operations teams.
• Share knowledge, collaborate with teammates, and contribute to continuous learning and process standardization.

Skills

Client-facing ops

Custody

Fund administration

Asset management operations

KPIs / metrics

Communication

Risk & controls

Cross-functional collaboration

Job description

J.P. Morgan in Sydney seeks a Custody Operations - Client Facing Associate to partner with institutional clients and internal teams, resolving issues and improving settlement outcomes.

You will support day-to-day client service within Securities Services Operations, following a risk-controlled framework and using KPIs to drive improvements across custody services. The role emphasizes client communication, operational excellence, and collaboration with product, sales, and operations teams to