JPMorgan Network Performance Manager 

United Kingdom, England 

912337368

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
• Closes partnership 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
• Investigates and resolves 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
• Leverages 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 FMIs
• Takes responsibility for the incident management process in conjunction with the Network Manager covering the agent or market concerned

Required qualifications, capabilities, and skills

• Excellent operational knowledge of cash related products and internal operational processes
• Excellent understanding of Wholesale 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