Asset Management - UK Transfer Agent Oversight Team

J.P. MORGAN-1; London; On-site; GBP 35,000 - 50,000; Full time

Job summary

A leading financial services provider seeks an Asset Management - UK Transfer Agent Oversight Team member in London. The role involves ensuring excellent client service outcomes, managing complaints, and collaborating across teams. Ideal candidates will have strong communication skills and experience in regulatory compliance.

Qualifications

• Experience in change management and regulatory compliance.
• Prior experience in complaint handling, including FOS experience.

Responsibilities

• Overseeing and supporting complaint referrals from the TPA.
• Acting as a point of escalation for client service and complaint queries.
• Conducting Root Cause Analysis for complaints and client feedback.

Skills

Client service orientation

Communication skills

Problem-solving

Interpersonal skills

Organizational skills

Attention to detail

Time management

Adaptability

Team collaboration

Analytical confidence

Job description

As an Asset Management - UK Transfer Agent Oversight Team member, you will report directly to the Transfer Agency Oversight Manager and collaborate closely with the wider team (London & India) as well as internal teams within JPMorgan Asset Management and the TPA.

Job responsibilities:

• Supporting good client outcomes
• Overseeing and supporting complaint referrals from the TPA or internally from other teams, as well as general servicing queries from the TPA.
• Handling complaints outside the TPA's responsibility, such as Performance Complaints.
• Acting as a point of escalation for all client service and complaint queries for both the TPA and internal teams, and working towards their timely resolution with effective communication.
• Managing all Financial Ombudsman Service (FOS) Complaints and negotiating resolutions alongside the TPA.
• Developing and delivering regular reports for monthly Complaints Meetings, Consumer Duty Meetings, and other forums, ensuring accurate data presentation to support decision-making.
• Conducting Root Cause Analysis for complaints and client feedback in collaboration with the TPA and wider team.
• Performing regular TPA site visits for oversight, with documented minutes and timely completion of action items.
• Managing the preparation and submission of biannual FCA Complaint reports.
• Supporting projects and change management initiatives related to Client Service and Complaints, ensuring smooth integration.
• Representing JPMAM at TPA forums to facilitate communication and strengthen relationships.
• Monitoring industry changes and assessing their impact on operations to ensure proactive compliance.

Required Qualifications, Capabilities, and Skills:

• Strong client service orientation with a commitment to excellent client outcomes.
• Excellent verbal and written communication skills.
• Problem-solving ability to address client concerns effectively.
• Interpersonal skills to build and maintain relationships with clients and internal teams.
• Organizational skills to manage multiple queries and tasks efficiently.
• Attention to detail to ensure accuracy.
• Time management skills to prioritize and meet deadlines.
• Adaptability to industry and client needs.
• Team collaboration skills.
• Self-driven and proactive attitude.
• Relationship-building skills.
• Analytical confidence to challenge and understand issues deeply.
• Experience in change management and regulatory compliance.
• Prior experience in complaint handling, including FOS experience.

J.P. Morgan Asset & Wealth Management offers leading investment management and private banking solutions, with Asset Management providing strategies across asset classes globally, and Wealth Management assisting individuals and families in wealth planning.