Custody Middle Office - Vice President

Job Description
As a Vice President in the Custody Middle Office, you will be part of a client-facing team located in Mumbai, India. You will be expected to have a proactive approach towards service delivery, with a focus on various enquiry streams including Trades, Cash, Foreign Exchange, and Asset Servicing. Your role will involve managing a team of 10-15 professionals, ensuring timely and accurate responses to Custody Enquiries, and maintaining client satisfaction. This role provides an opportunity to work in a global, matrix organization environment, with a focus on risk reduction and strategic thinking.
The Custody Middle Office Client facing team, located in Mumbai, India, consists of cross-product, functionally aligned teams. These teams are designed to support Global Custody clients on various enquiry streams including Trades, Cash, Foreign Exchange, and Asset Servicing.
The team is expected to have a proactive approach towards service delivery.
Job responsibilities
Maintain existing business relationships and act as a liaison between clients and the Bank to remediate issues.

• Maintain existing business relationships and act as a liaison between clients and the Bank to remediate issues.
• Manage a team with strong people management skills, groom and develop diverse talent.
• Exhibit boundary-less behavior and proactively work with global teams in a matrix organization environment.
• See the big picture and escalate quickly during critical situations.
• Handle day-to-day inquiry management and resolve escalated client exceptions.
• Ensure timely and accurate responses to Custody Enquiries, execute in line with documented procedures and controls.
• Work alongside a team of 10-15 professionals, manage day-to-day efforts.
• Host review meetings with clients and drive improvement/efficiency opportunities.
• Execute forward-thinking strategies to maintain response quality and completeness, prevent case reopening.
• Publish and review daily/weekly performance metrics, identify and track reasons for deviations, ensure follow-up and escalate aging items.
• Manage group email boxes and SharePoint queues, ensure queries are resolved/responded to within a timeframe sensitive to the urgency of the event, maintain internal/external client satisfaction.

Required qualifications, capabilities and skills

• Be extremely client-focused and result-oriented in approach. Seek a Client Services Manager who can maintain existing business with current clients and act as a liaison between the client and the Bank to remediate issues.
• Serve as a hands-on manager with sound people management skills, focus on grooming and developing diverse talent.
• Possess the ability to see the big picture and escalate quickly during critical situations.
• Have experience working on voluntary/mandatory corporate actions, income-related processes, trade management, or cash management.
• Ensure all open enquiries are managed, and ownership is maintained, so that cases are updated and closed in a timely manner according to case management best practices and case status policy.
• Publish and review daily/weekly performance metrics pertaining to the function, identify and track reasons for deviation from agreed levels or expected behavior. Ensure follow-up and escalate all aging items.
• Manage group email boxes and SharePoint queues to ensure queries are resolved/responded to within a timeframe and manner sensitive to the urgency of the event, thereby maintaining internal/external client satisfaction.

About Us
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. 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.