CIB Interbank Information Network (IIN) -Client Experience and Deliver

Company: JPMorgan Chase & Co.
Location: Chicago, Illinois, United States
Type: Full-time
Posted: 13.JAN.2019
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Apply Now CIB Interbank Information Network (IIN) -Client Experience and Delivery Manager, Associate Req #: _1 Location: Chicago, IL,US ...

Description

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CIB Interbank Information Network (IIN) -Client Experience and Delivery Manager, Associate

Req #: _1

Location: Chicago, IL,US

Job Category: Product Management

Job Description:

CIB Interbank Information Network (IIN) -Client Experience and Delivery Manager, Associate

J.P. Morgan Treasury Services

J.P. Morgan Treasury Services (TS) is one of the world's largest providers of treasury management services. J.P. Morgan's TS business is a full-service provider of innovative cash management, trade, liquidity, commercial card, and escrow services - specifically developed to meet the challenges treasury professionals face today. More than 135,000 corporations, financial institutions, governments and municipalities in over 180 countries and territories entrust their business to J.P. Morgan.

Interbank Information Network (IIN)

J.P.Morgan is leading the market with the rollout of a robust pipeline of innovations, beginning with the launch of IIN. IIN, launched as a pilot in 2017, minimizes friction in the global payments process, enabling payments to reach beneficiaries faster and with fewer steps. Using Blockchain technology, IIN reduces the time correspondent banks currently spend responding to compliance and other data-related inquiries that delay payments. IIN is powered by Quorum?, a permissioned-variant of the Ethereum Blockchain, developed by J.P. Morgan. The Information Network (IINSM) is the first live Blockchain service offered by J.P. Morgan. More than 130 banks (Participants) have signed up to be part of IIN, the largest number of banks to join a live application of Blockchain technology.

IIN Client Experience and Service Delivery

The IIN Client Experience and Service Delivery function has accountability for optimizing client (Participant) satisfaction by building efficiencies and scalability into the service and operational model. The function provides close oversight and management of external vendors who support the business.

Position Overview

Reporting to the Client Experience and Service Delivery Lead, the Manager will be responsible for executing on initiatives to create, improve and optimize client experience from on boarding through service delivery. The manager will be a process-disciplined, customer-focused, innovative professional who will support an extensive future-state roadmap. The ideal candidate will be a high energy, driven individual responsible for collaborating across a diverse set of stakeholders.

This is an opportunity to be a part of start-up like environment within a top financial services company where you will have the ability to shape the role as the business evolves. You will be exposed to new technologies including Blockchain and API and partake in innovative Think Tank/strategy sessions as the business looks to grow and incubate new ideas.

Key Responsibilities

* Partner with Lead to stand up a new group in a newly created, innovative business. Help define and structure the function to deliver a best in class client experience with efficient/streamlined Operations.

* Surface and prioritize opportunities for improvement, scalability and process re design. Integrate into Product delivery pipeline and build requirements for execution.

* Perform impact analysis to identify release changes affecting clients in order to determine readiness requirements and plans, including communications and training. Oversee process to ensure changes to communication vehicles are approved and meet delivery schedules.

* Own inventory of client facing artefacts. Create and manage process to ensure all meet business standards and Legal/Compliance requirements (e.g., on boarding welcome materials, scripting).

* Monitor client service agent training and inquiry calls to ensure meeting business standards. Recommend changes to optimize.

* Work with vendor to create test call program and agent feedback loop for servicing; capture lessons learned and leverage to inform changes to model.

* Support Client Engagement with program to proactively collect client feedback through qualitative research (interviews, surveys?). Marry to findings from caller inquiries for holistic Client feedback view.

* Monitor and review inquiry call tracking metrics and knowledge management data. Make recommendations based on findings/themes. Ensure service delivery times are being met.

* Support go/no go release meetings, command center updates, incident management triaging.

* Ensure Standard Operating Procedures are updated on-going to reflect changes and improvements.

* 5+ years of experience in one or more of the following disciplines: Product Management, Client Experience, Business Process Redesign, Change Readiness, Operations transformation.

* Strong familiarity with Internet based businesses a plus (e.g., navigation, UI, API).

* Experience with and/or interest in new technologies including Blockchain a plus.

* Customer mind-set; experience working on projects focused on improving client experience.

* Strong process orientation and ability/desire to build and improve on new programs.

* High energy/driven individual with an ability to manage through ambiguity.

* Proven experience collaborating with partners. Comfortable managing across internal groups and external vendors.

* Demonstrated leadership skills. Self-starter and execution oriented. Ability to take initiative and influence. Resourceful/able to navigate organization.

* Strong program/project management and prioritization skills. Ability to ramp up on new assignments quickly with limited direction in an ever changing environment. .

* Proven analytical skills. Evidence working with and interpreting data, synthesizing information, presenting results, and creative problem solving.

* Proven ability to create concise, focused work product. Strong Excel and PowerPoint skills.

* Excellent oral and written communication skills. Proven ability to communicate complex information in a clear, focused manner.

* Ability to interact effectively and achieve credibility with varying levels including management. A strong/confident voice at the table.

* Wholesale banking experience a plus, in particular in the Payments industry.

* Experience working in an innovative, start up environment a plus.

* MBA a plus.

* Locations: New York (primary), Tampa, Chicago.

* Some travel to New York area will be required for candidates outside of this locations.

 
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