Digital Client Services is a team within Markets Operations with the mandate of reimagining the client service model in order to unlock the value of service and improve the client experience; adopting best practices and next generation technologies to deliver exceptional client service.

We want to bring a Digital ethos to how we deliver Client Service, i.e. by bringing together data, intelligence, platform and people.

Data: Digitizing every step of the client interactions to bring together client and product data, data obsession is the key never-ending enabler

Intelligence: Converting data to actionable insights, product & service features, workflow designs. This intelligent data needs to be delivered and scaled through a Platform.

Platform: The combination of operating model, workflows and technology toolkit which connects clients, teams, to products, services and insights

People: How we deliver excellent client service, build a strong ecosystem with our clients and stakeholders, and ensure value creation through innovation, combining knowledge with technology

Our Project, Product & Program team are coordinating, designing, and building our platform enablers, which we believe will allow us to deliver our vision for tomorrow...

Job Description

You will be asked to quickly understand the needs of internal & external customers and deliver a set of products to elevate client service. This will require close partnership with business, design and technology partners across a diverse and complex technology stack. The operating model required to achieve this change will be different, requiring rapid experimentation, imaginative collaboration and well bounded testing to quickly evaluate solutions. Staying up to date with cutting edge approaches to service problems, both internal and external to the financial services industry will be critical to innovate. A passion for best in class service is essential.

Leading a team of project managers and QA testers, you will be responsible for driving the progress on your assigned projects while simultaneously overseeing the activities of your local team.

Summary of Responsibilities

Act as a catalyst, educator and cheerleader for the DCS Transformation agenda.

Lead agile project teams in the design, development, and management of digital products and services, from early conceptual definition, to design and development, through launch and adoption:

• Launch new products and features, test their performance and iterate quickly.
• Analysis, process mapping, data analysis and user interviews to define flows, pain points and needs.
• Requirements
  • Capture/document user stories and requirements for development resources.
  • Capture/document front-end requirements for UX Design resources.
  • Own objective and scope definition and agreement across end-users.
• UAT / Testing - Manage the UAT of new features, ensuring adequate test criteria and end-user expectations are met.
• Planning - Track and escalate project milestones, dependencies and risks to all audiences, incl. senior stakeholders.
• Communication
  • Own communication of project progress and completion within the DCS Organization.
  • Manage conversations with external vendors for delivery of functionality / testing / connectivity.
• Effectively and efficiently plan and prioritize all deliverables and resources working across project(s) based on scope of work and project goals.
• Promote teamwork and a collaborative work environment.

Skills and Qualifications

• 5+ years of relevant program / project management experience
• Strong problem solving, collaboration, communication and presentation skills. With proven ability to influence multiple stakeholders without direct authority.
• Exceptional organizational and time management skills. Must be able to prioritize workloads, multitask, and react quickly to consistently changing business expectations.
• Knowledge of multiple functional areas, Product Management, Engineering, UI/UX, Sales, etc.
• Excellent written and verbal communication skills.
• A track record in managing ambitious strategic and operationally simultaneous complex projects with competing priorities delivered by cross-functional teams.
• Proven analytical aptitude, including ability to mine and analyze large, complex data set.
• Familiarity with Visio or similar tool with the ability to understand highly complex processes quickly.
• Familiarity with JIRA and Agile project management methodology, comfortable with managing delivery of functionality and features through development and design sprints.
• Strong problem-solving and problem identification skills to pre-empt obstacles and conflicts.
• Excellent interpersonal skills, team player, with an ability to build effective relationships at all levels of the organization.

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.

Operations teams develop and manage innovative, secure service solutions to meet clients' needs globally. Developing and using the latest technology, teams work to deliver industry-leading capabilities to our clients and customers, making it easy and convenient to do business with the firm. Teams also drive growth by refining technology-driven customer and client experiences that put users first, providing an unparalleled experience.