Network Management - Performance Manager

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Job Description
Are you enthusiastic about providing a high quality service to clients and have experience within Network Management?
As a Network Management Performance Manger within the Network Performance Management Team, you will be responsible for ensuring high quality service delivery from providers and supporting the escalation and resolution of issues raised by operational teams. Network Management is a firm-wide function within the Corporate and Investment Bank Digital and Platform Services organisation responsible for managing the J.P. Morgan's Lines of Business (LOBs) relationships with their network of local providers including payment systems, central counterparties (CCPs), and check clearing systems) and Agent Banks (sub custodians, cash correspondents, partners, and clearing banks).
Job responsibilities
Acts proactively to improve agent performance and service delivery, seeking opportunities for service enhancements and coordinating changes
Builds a network of contacts externally with the firm's network of agent banks and market infrastructures to drive change and resolve issues
Partners with internal JPM operations teams to support escalation of significant service failures from external providers and work with providers to manage and resolve service issues
Accounts for investigating and resolving escalated enquiries & service issues, working closely with the Network Manager and internal operations team
Conducts service reviews, ensuring delivery of high-quality reports accurately assessing operational risk
Acts proactively to leverage data insights and thematic analysis to manage agent performance
Understands line of business operational needs and ensuring the management of service level agreements between the firm and the agents in the network
Participates in regional or global projects requiring information from agent banks and Financial Market Infrastructures
Acts as the main point of contact for the incident management process in conjunction with the Network Manager covering the agent or market concerned
Required qualifications, skills and capabilities
Excellent operational knowledge of cash related products and internal operational processes
Excellent understanding of Payments include FX, CLS, ACH and other cash related products
Strong team player with aptitude for risk management and control standards
Ability to build working relationships with operational teams, Network Manager and business partners covering cash products
Excellent communication and analytical skills with a high attention to details
Ability to influence and negotiate while managing challenging situations
Effective project management skills, ability to contribute to enhancements in processes, controls, and systems
Motivated self-starter, with the ability to pick up and learn new skills and knowledge quickly
Ability to make informed, balanced decisions to shape and influence successful outcomes for J.P. Morgan
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
The Corporate & Investment Bank is a global leader across investment banking, wholesale payments, markets and securities services. The world's most important corporations, governments and institutions entrust us with their business in more than 100 countries. We provide strategic advice, raise capital, manage risk and extend liquidity in markets around the world.
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