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Network Management – Performance Manager

3 months ago

Bournemouth, Bournemouth, United Kingdom 260312-South Florida Region Admin Full time

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