Wealth Management Solutions Trust & Estates jobs at Jpmorgan in United States, Columbus

J.P. Morgan Workplace Solutions is a technology and service-based offering, created to empower our corporate clients to easily manage their workplace equity compensation plans with confidence. Our intuitive solutions help to attract and keep talented people. If you seek to deliver high quality client / participant services within the Finance industry, this may be the opportunity for you.

As a Customer Service Team Lead within JP Morgan Workplace Solutions you will be responsible for operational excellence in our Global Service Desk team. This role will be reporting to the Ohio Service Lead and includes providing leadership to a team of Service Desk associates, ensuring delivery of associated KPIs. This includes but is not limited to the responsibility of managing all service delivery processes related to the identification, prioritization, and resolution of customer and participant service requests and incidents, ensuring the highest quality of customer service experiences are delivered and internal processes are followed. We are looking for an experienced leader to provide ongoing managerial, technical and motivational leadership, in line with JP Morgan values and goals.

Job responsibilities

• Manage the team of Customer Service Associates and collaborating with regional Service Desk leaders in North America, Europe, Asia or Middle East and taking responsibility for strategic decision-making.
• Lead to achieve results and be responsible for planning the necessary actions – recruitment, training, KPI improvement, IT development, logistic conditions
• Work as a focal point between the client and Workplace Solutions’ internal departments (Sales, Marketing, Product, IT, Operations, CRM…)
• Drive operational results (SLAs and KPIs and the delivery of excellent service
• Assist with questions and escalated issues from service desk team members.Seek to go above and beyond the role by taking ownership of difficult problems, aiming to resolve ongoing issues
• Adhere to and maintain the firm’s controls, policies, procedures, and regulations while supporting supervisory functions for risk mitigation and procedural oversight.
• Become an expert in the different types of equity vehicles and be able to articulate these nuances in a professional, easy-to-understand format both written and verbally.
• Partake in business development by identifying potential business opportunities between J.P. Morgan and participants to engage in broader wealth management products/services. You will serve as the gateway to broader financial solutions available for participants.
• Effectively collaborate with respective client-facing teams and internal business groups to deliver and execute client transactions. Identify opportunities to enhance employee and caller experience through process and product changes, and provide recommendations to leadership.

Required qualifications, capabilities, and skills

• FINRA Securities Industry Essentials, Series 7, 63 required as well as fluencyyin English. Fluency in other languages is a plus.
• Experience managing teams in the Customer Service / contact centre industry preferably in the Financial Services (bank, fintech or similar)
• Proven ability to operate effectively in a matrix organization with the ability to work under pressure with tight deadlines involving multiple stakeholders
• Excellent written and oral communications skills as well as proficiency with Microsoft Office Suite (Word, Excel and PowerPoint) and Microsoft Outlook
• Experience managing KPIs and SLA’ s as well as client-company relationships
• Leadership, management, analytical and decision making skills. Aptitude to improve existing processes and apply a methodical yet flexible approach to change
• Passion for learning new things every day and a continuous improvement mindset

Preferred qualifications, capabilities, and skills

• 2+ years supporting service teams in a leadership capacity
• 4+ years experience with Client Service / Contact Center solutions
• 4+ years experience with CRM and help desk software
• Lean / Six Sigma certification
• Exposure to a wide array of financial products
• Series 9 and 10 licenses preferred
• University degree in Business Administration, Economics, Finance or equivalent workexperience - preferred but not mandatory

Job Responsibilities

• Oversee and manage a digital product portfolio, including project intake, assessment, resourcing, execution, tracking, and team capacity.
• Partner closely with Design Lead, Product Owners, Tech Leads, and Scrum Masters on execution, delivery, and reporting.
• Facilitate cross-impacting project discussions with multiple design teams and stakeholders.
• Collaborate with Digital Design, Product, and Line-of-Business teams to understand business demand, capacity planning, and guide project execution.
• Track projects to ensure milestones are met, status is documented, and reports are produced as needed; serve as overall traffic manager.
• Partner with Digital and other teams to drive concept readiness and artifact quality.
• Consult with design teams to develop clear plans, including size, scope, sequence, and next steps for design activities.
• Serve as a single point of contact for project status and issue management.
• Ensure all deliverables are clearly specified, scoped, and agreed upon between client and internal teams.
• Ensure project teams understand requirements and adhere to company standards.
• Champion ongoing firm-wide and design team process improvements.

Required Qualifications, Capabilities, and Skills

• 3+ years of project/program management experience with digital design or marketing teams.
• Understanding of product development lifecycle at scale.
• Understanding of Waterfall and Agile project methodologies.
• Proficiency in Microsoft Office (Outlook, Excel, Word, PowerPoint), SharePoint, and Confluence.
• Demonstrated effectiveness in developing plans, prioritizing activities, and driving execution.
• Excellent written and verbal communication skills, with the ability to present complex information clearly and handle sensitive information.
• Strong organizational skills with experience coordinating multiple work streams, proactive and independent, adaptable to changing business needs.

Preferred Qualifications, Capabilities, and Skills

• Experience at both a design studio and a large corporate environment.
• Experience or familiarity with Atlassian/JIRA software tools and Monday.com.
• Strong project management skills.
• Excellent communication and interpersonal skills with stakeholders.
• Passionate about customer-centric design.

As a Technology Support III – Major Incident Management team member in Consumer & Community Banking – Mission Control, you will ensure the operational stability, availability, and performance of our production application flows. Encourage a culture of continuous improvement as you troubleshoot, maintain, identify, escalate, and resolve production service interruptions for all internally and externally developed systems, leading to a seamless user experience.

Job responsibilities

• Own and drive incident management bridge calls and chats with production management, application development, infrastructure teams, and senior leadership with the purpose of remediating impacting incidents.
• Establishing strong command and control of an incident, establishing clear accountability/ownership and methodical evaluation of complex issue scenarios.
• Ensure adherence to critical process and procedure, and appropriate escalations in support of production incidents.
• Applying technical/environmental knowledge and experience to develop and drive appropriate tasks, forming paths to resolution.
• Distribute clear and concise communications, summarizing incidents and the business/customer experience to a wide group of technical and non-technical audiences.
• Ensure incident data is accurately captured and documented.
• Priming appropriate materials and follow ups to hand-off to the Root Cause Analysis phase in the Problem Management process.
• Working as part of a global follow-the-sun team, providing 24 x 7 production support coverage on a rotating basis

Required qualifications, capabilities, and skills

• Formal training or certification on software engineering concepts and 3+ years of experience or equivalent expertise troubleshooting, resolving, and maintaining information technology services.
• Relevant Incident management experience in an enterprise scale environment.
• Extensive customer service, communication, and client interaction skills.
• Possess critical thinking and troubleshooting skills.
• Strong ability to think and act independently to resolve production issues.
• Ability to act with a sense of urgency and agility
• Must display a history of achieving goals in a high-performance environment.
• Advanced analytical skills.
• Must be able to multitask in a fast-paced environment utilizing multiple tools.
• Ability to work collaboratively in teams and develop meaningful relationships to achieve common goals

Preferred qualifications, capabilities, and skills

• Knowledge of ITL and Cloud Computing

As an Investment Professional in the U.S. Private Bank, you will provide integral daily support to Investors in managing client relationships. Additionally, you will coordinate with a team of talented colleagues and other essential support groups, while maintaining awareness of and sensitivity to confidential nature of Private Banking clients.

Job Responsibilities

• Consult on and execute brokerage trades, including: advising the client on trade execution, placing trades, reviewing brokerage trades - compare paper blotter to trade blotter daily, submitting cancel/corrects, making account updates
• Create mandates for discretionary accounts
• Monitor exceptions and work with Client Advisors to conduct 'what-if' scenario-based analysis. Work with Team Leader to monitor risk metrics across the team
• Work with Team Leader to monitor Client Advisor loadings.
• Submit and monitor fee schedules and billing
• Manage Alternatives documents, including, submission, monitoring and working with clients to complete/correct

Required Qualifications, Capabilities, and Skills

• Series 7, 66 and Insurance licenses required for position; unlicensed candidates considered, but required to obtain licenses within 90 days of start date
• Bachelor’s Degree required
• One plus years of industry related experience
• Exceptional follow-up and follow-through skills
• PowerPoint and Excel expertise

Preferred Qualifications, Capabilities, and Skills

• Familiarity with JP Morgan Private Bank systems Workstation, Connect, DDR/KYC or ability to learn proprietary software
• Experience and interest in financial markets and concepts
• Excellent interpersonal skills
• Self-starter, extremely organized and detail-oriented with strong commitment to accuracy

As a Technology Support III – Major Incident Management team member in Consumer & Community Banking – Mission Control, you will ensure the operational stability, availability, and performance of our production application flows. Encourage a culture of continuous improvement as you troubleshoot, maintain, identify, escalate, and resolve production service interruptions for all internally and externally developed systems, leading to a seamless user experience.

Job responsibilities

• Own and drive incident management bridge calls and chats with production management, application development, infrastructure teams, and senior leadership with the purpose of remediating impacting incidents.
• Establishing strong command and control of an incident, establishing clear accountability/ownership and methodical evaluation of complex issue scenarios.
• Ensure adherence to critical process and procedure, and appropriate escalations in support of production incidents.
• Applying technical/environmental knowledge and experience to develop and drive appropriate tasks, forming paths to resolution.
• Distribute clear and concise communications, summarizing incidents and the business/customer experience to a wide group of technical and non-technical audiences.
• Ensure incident data is accurately captured and documented.
• Priming appropriate materials and follow ups to hand-off to the Root Cause Analysis phase in the Problem Management process.
• Working as part of a global follow-the-sun team, providing 24 x 7 production support coverage on a rotating basis

Required qualifications, capabilities, and skills

• Formal training or certification on software engineering concepts and 3+ years of experience or equivalent expertise troubleshooting, resolving, and maintaining information technology services.
• Relevant Incident management experience in an enterprise scale environment.
• Extensive customer service, communication, and client interaction skills.
• Possess critical thinking and troubleshooting skills.
• Strong ability to think and act independently to resolve production issues.
• Ability to act with a sense of urgency and agility
• Must display a history of achieving goals in a high-performance environment.
• Advanced analytical skills.
• Must be able to multitask in a fast-paced environment utilizing multiple tools.
• Ability to work collaboratively in teams and develop meaningful relationships to achieve common goals

Preferred qualifications, capabilities, and skills

• Knowledge of ITL and Cloud Computing