Client Service Delivery Analyst (all genders)

JPMorganChase; Frankfurt; Vor Ort; EUR 65.000 - 90.000; Vollzeit

Zusammenfassung

JPMorganChase is seeking a Client Service Delivery Analyst to join our service center, delivering exceptional client service, handling inquiries, processing transactions and resolving issues while identifying opportunities to refer services. The role emphasizes collaboration with internal teams, monitoring SLAs/KPIs, and implementing automation to enhance efficiency.

The position requires a strong background in finance operations, fluency in German and English, and experience with Excel and BI

Qualifikationen

• Bachelor's degree in business administration, Finance or banking apprenticeship.
• Experience in fund services or related financial operations (i.e. Custodian, IB, KVG, AM, Private Equity).
• Foundational understanding of fund accounting operations (NAV lifecycle, reconciliations, client reporting).
• Knowledge or equivalent expertise in customer service operations, with a focus on transaction processing and troubleshooting.
• Demonstrated ability to establish productive working relationships with internal stakeholders, with a focus on driving mutually beneficial outcomes.
• Experience in using problem-solving techniques to identify and resolve issues, with a focus on improving operational efficiency.
• Proficiency with Microsoft Excel (lookups, pivots); strong written communication.
• Ability to interpret SLA/KPI data and communicate clear updates to stakeholders.
• Fluent in German and English; strong written documentation skills.

Aufgaben

• Perform complex analysis, quality assurance, and evaluation of Alternative Assets (e.g., Real Estate, Infrastructure Debt, Private Equity) - including valuation and pricing of complex investments (cash flow, returns, capital structure, etc.) - while monitoring investment reporting and tracking events.
• Perform NAV oversight, control, and validation of KVG special funds and UCITS ensuring the KVG's calculated NAV complies with regulatory and contractual requirements and escalating breaks through the defined oversight process
• Address client inquiries and troubleshoot issues, applying your understanding of our operating procedures and your developing skills in digital literacy and process automation.
• Participate in the end-to-end change management process, applying your beginning proficiency in change management to influence others and mitigate stakeholder impact.
• Manage daily client queries and complete responses within agreed SLAs.
• Coordinate incident triage and updates; capture root-cause and remediation actions to closure.
• Prepare and maintain client reporting, including SLA/KPI packs and service updates.
• Support client service reviews with data, materials and action tracking.
• Assist with client-requested changes and migrations, partnering with internal teams for smooth execution.
• Maintain controls across reconciliations, reporting and documentation; elevate risks with context and next steps.
• Contribute to process standardization and automation opportunities.

Kenntnisse

Customer service operations

Transaction processing

Problem solving

Written communication

SLA/KPI data interpretation

German language

English language

Excel

Change management

Stakeholder collaboration

Fraud awareness

Ausbildung

Bachelor's degree in business administration

Finance or banking apprenticeship

Tools

Power BI

Tableau

Alteryx

Jobbeschreibung

Job Description

If you want to be instrumental in delivering unparalleled customer service and operational excellence, you have found the right team.

Job Description

If you want to be instrumental in delivering unparalleled customer service and operational excellence, you have found the right team.

As a Client Service Delivery Analyst within JPMorganChase, you will be a key player in our service center operations, providing exceptional customer service and support. Your role will involve addressing client inquiries, processing transactions, and troubleshooting issues, all while identifying opportunities to refer services based on client needs. You will apply your knowledge of our products and services to resolve issues and enhance client relationships. Your ability to plan and manage your work, coupled with your developing skills in strategic planning, digital literacy, and process automation, will be crucial in achieving operational objectives. Your role will also involve collaborating with internal stakeholders, mitigating conflicts, all while maintaining a keen awareness of fraud prevention strategies.

Job Responsibilities

• Perform complex analysis, quality assurance, and evaluation of Alternative Assets (e.g., Real Estate, Infrastructure Debt, Private Equity) - including valuation and pricing of complex investments (cash flow, returns, capital structure, etc.) - while monitoring investment reporting and tracking events.


• Perform NAV oversight, control, and validation of KVG special funds and UCITS ensuring the KVG's calculated NAV complies with regulatory and contractual requirements and escalating breaks through the defined oversight process


• Address client inquiries and troubleshoot issues, applying your understanding of our operating procedures and your developing skills in digital literacy and process automation.


• Participate in the end-to-end change management process, applying your beginning proficiency in change management to influence others and mitigate stakeholder impact.


• Manage daily client queries and complete responses within agreed SLAs.


• Coordinate incident triage and updates; capture root-cause and remediation actions to closure.


• Prepare and maintain client reporting, including SLA/KPI packs and service updates.


• Support client service reviews with data, materials and action tracking.


• Assist with client-requested changes and migrations, partnering with internal teams for smooth execution.


• Maintain controls across reconciliations, reporting and documentation; elevate risks with context and next steps.


• Contribute to process standardization and automation opportunities.

Required Qualifications, Capabilities, And Skills

• Bachelor's degree in business administration, Finance or banking apprenticeship in banking.


• Experience in fund services or related financial operations (i.e. Custodian, IB, KVG, AM, Private Equity).


• Foundational understanding of fund accounting operations (NAV lifecycle, reconciliations, client reporting).


• Knowledge or equivalent expertise in customer service operations, with a focus on transaction processing and troubleshooting.


• Demonstrated ability to establish productive working relationships with internal stakeholders, with a focus on driving mutually beneficial outcomes.


• Experience in using problem-solving techniques to identify and resolve issues, with a focus on improving operational efficiency.


• Proficiency with Microsoft Excel (lookups, pivots); strong written communication.


• Ability to interpret SLA/KPI data and communicate clear updates to stakeholders.


• Fluent in German and English; strong written documentation skills.

Preferred Qualifications, Capabilities, And Skills

• Prior client-facing exposure is beneficial.


• Proficient in leveraging AI/ML technologies and implementing automation tools to enhance client solutions, streamline processes, and improve efficiency.


• Proficient in driving continuous and process improvement initiatives to ensure high-quality client experience.


• Developing ability to apply cultural intelligence and data & tech literacy for effective engagement with diverse clients and innovative solutions.


• Beginning knowledge of cybersecurity best practices to protect client data, with developing skills in quantitative reporting for informed decision-making.


• Experience supporting incident management and documenting root-cause and remediation.


• Familiarity with BI/automation tools (Power BI/Tableau, Alteryx) to analyse data or streamline tasks.

About Us

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.

About The Team

J.P. Morgan's Commercial & Investment Bank is a global leader across banking, markets, securities services and payments. Corporations, governments and institutions throughout the world entrust us with their business in more than 100 countries. The Commercial & Investment Bank provides strategic advice, raises capital, manages risk and extends liquidity in markets around the world.