Wealth Management, Client Operations - Account Maintenance Team Decedent Processing Manager -VP

Client Operations Account Maintenance roles are responsible for the operational support, governance, and remediation of new and existing client data, as well as for the processing, documentation, verification, and maintenance of client accounts. Serving the Private Bank, CWM, and JPMA lines of business, individuals in Account Maintenance roles provide subject matter expertise to the front office, client service, and other cross-functional partners.

A center of excellence was established within the Operations Client Maintenance Team to centralize the maintenance and quality review process for options and suitability processing. The team works closely with several internal business groups including the Client OnBoarding Maintenance (COB), Client Services, Investors, Investment Assistants and Supervisory Managers to best serve our clients.

Responsibilities include:

• Manage the Beneficiary Experience Team, a team of 5 decedent processors, including performance reviews, talent development, recruiting and retention, etc.
• Review and approve documentation, including Letters Testamentary, Small Estate Affidavits and equivalent
• Review exception requests balancing risks with client experience
• Work with Legal and Business Management to review and enhance team procedures
• Meet with Front Office/Service and product partners regularly to share information and ensure service expectations are met
• Act as the escalation point for sensitive client issues, assessing root cause and developing tactical and strategic preventive measures
• Foster a risk prevention culture: Stay abreast of newly implemented regulatory requirements and manage changes to business rules, technology enhancements, or processes. Ensure robust control reviews, Business Resiliency, Client Confidentiality, Escalation, Procedure Governance, and Access Management practices. Ensure early warning metrics and compliance with various regulations
• Anticipate challenges and implement solutions in order to manage the expectations of internal business partners for a positive client experience
• Drive automation, data remediation and process re-engineering initiatives to improve quality and productivity. Partner with business, operations and technology colleagues for timely delivery of projects within scope & budget
• Refine and utilize KPIs at individual and team levels to ensure performance levels are maintained and SLA's are met
• Ensure effective control monitoring/reporting

Qualifications

• Strong business acumen and expertise in defining business priorities, establishing business and technology plans and budget management
• Excellent problem solver and critical thinker with exceptional analytical skills to gain and synthesize insights, and develop solutions
• Ability to balance client/customer needs and best interests with those of the firm, while driving a strong control framework
• Strong resilience when working in high pressure, deadline oriented environment
• Structured thinker, must be able to concisely and comprehensively explain complex ideas and processes
• Strong communications skills, including the ability to quickly adjust messages and style based on different audiences and agendas

• Demonstrated ability to manage tight delivery timelines and adapt to changing business priorities and/or capacity
• Ability to apply strategic thinking/approaches to identifies process improvements and efficiency enhancements; and eliminate unnecessary bureaucracy

• Ability to lead and drive change for the global organization
• Proven track record to develop and implement business objectives and priorities aligned with overall business goals
• Disciplined and proactive approach to Risk Management and Regulatory Compliance
• Demonstrated track record with process reengineering
• Demonstrated ability to successfully lead and develop high performing teams
• Knowledge of probate administration (multi-state) preferred
• Paralegal experience beneficial
• 3+ years operations management experience
• Must hold or obtain the Series 99 within 120 days

Education

• BA/BS degree or equivalent work experience

JPMorgan Chase & Co., one of the oldest financial institutions, offers innovative financial solutions to millions of consumers, small businesses and many of the world's most prominent corporate, institutional and government clients under the J.P. Morgan and Chase brands. Our history spans over 200 years and today we are a leader in investment banking, consumer and small business banking, commercial banking, financial transaction processing and asset management.

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. In accordance with applicable law, we make reasonable accommodations for applicants' and employees' religious practices and beliefs, as well as any mental health or physical disability needs.

Equal Opportunity Employer/Disability/Veterans