Client Services Senior Associate

JPMorgan Chase & Co.; Christchurch; On-site; GBP 55,000 - 90,000; Full time

Job summary

JPMorgan Chase & Co. in the United Kingdom seeks a Client Services Senior Associate to strengthen governance and mapping of critical client service processes across EMEA/APAC.

You will document end-to-end workflows, validate control points, and support audit readiness while collaborating with operations, compliance, and control management to drive risk transparency and process improvement. The role requires strong analytical skills and proven experience in a banking or financial services setting.

Qualifications

• Experience in banking/financial services in governance or controls-adjacent role.
• Strong analytical and logical mindset with ability to map processes and identify risks.
• Excellent written and verbal communication and stakeholder management skills.

Responsibilities

• Build and maintain end-to-end process maps for critical and regulatory client service processes.
• Develop and embed a consistent process-mapping approach (standards, naming conventions, versioning, RACI/ownership).
• Use process maps to highlight risks, handoffs, failure points, and control gaps; validate with stakeholders.
• Support a sustainable process inventory and mapping cadence with updates aligned to change and audits.
• Partner with Client Service to support root cause analysis and process improvements.
• Track actions to closure to ensure effective risk management.
• Contribute to monthly governance content with process/control updates and metrics.
• Create materials to support audit/exam engagement (narratives, evidence libraries).
• Contribute to Client Service introduction materials and structured packs for reviewers.
• Analyze data to provide management information for governance and trend analysis.
• Prepare concise executive-ready summaries and recommendations.

Skills

Process mapping

Regulatory processes

Stakeholder management

Analytical thinking

Written & verbal communication

Tools

Signavio

Tableau

Alteryx

Xceptor

Job description

As a Client Services Senior Associate within the Payments Client Service team, you will support the EMEA/APAC Payments Client Service Advocacy & Governance agenda, with a primary focus on building and maturing a process mapping framework for critical and regulatory Client Service processes. You will partner closely with Client Service, Operations, Compliance/Legal, and Control Management to document end-to-end processes, identify control points, support risk transparency, and strengthen audit/exam readiness.,

• Build and maintain end-to-end process maps for critical and regulatory Client Service processes, including interfaces with outsourced and dependent services (e.g., Payments Operations, Complaints Management).
• Develop and embed a consistent process mapping approach (standards, naming conventions, versioning, RACI/ownership, control points, evidence requirements).
• Use process maps to highlight risks, handoffs, failure points, and control gaps; partner with stakeholders to validate and improve accuracy.
• Support a sustainable "process inventory" and mapping cadence (updates aligned to change, incidents, audit feedback, regulatory needs).
• Partner with Client Service and to support root cause analysis and identify opportunities to improve processes and controls.
• Assist with tracking actions/deliverables to closure to ensure an effective, well-managed risk environment.
• Contribute to monthly governance content (process/control updates, themes, key metrics, escalations where required).
• Help develop and maintain materials to support audit/exam engagement (process narratives, supporting documentation, evidence libraries).
• Contribute to Client Service introduction materials and structured packs that explain process/control coverage clearly to reviewers.
• Analyze available data to produce meaningful management information that supports governance, process effectiveness, control health, and trend/thematic analysis.
• Support creation of concise summaries and executive-ready materials, with clear conclusions and recommended actions. Demonstrated experience in a banking/financial services environment in an operations, client service, governance, or controls-adjacent role.
• Strong analytical and logical mindset; able to break down complex processes, identify key risks/controls, and form clear conclusions.
• Proven experience building process maps and process documentation with strong attention to detail and quality standards.
• Strong written and verbal communication skills; comfortable engaging with stakeholders to validate facts and drive alignment.
• Strong organizational skills and ability to manage multiple priorities while meeting deadlines.

Preferred qualifications, capabilities, and skills

• Experience mapping critical and/or regulatory processes and linking process steps to risks, controls, and evidence.
• Experience with Signavio process mapping tool.
• Familiarity with data visualization / automation tools (e.g., Tableau, Alteryx, Xceptor).
• Experience supporting audit/exam readiness or governance routines (materials, evidence gathering, responses). 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., 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.