Jobs at Morgan Stanley in United States

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.