Network Performance Manager Americas

Team: Network Performance Management

Job Title: Americas Securities Network Performance Manager Team Lead

Location/Bldg: Delaware / Brooklyn US

Hiring Manager Caroline Kirk

J.P.

Morgan's Corporate & Investment Bank (CIB) is a global leader across banking, markets, and securities services.

The world's most important corporations, governments and institutions entrust us with their business in more than 100 countries.

The Corporate & Investment Bank provides strategic advice, raises capital, manages risk, and extends liquidity in markets around the world.

Further information about J.P.

Morgan is available at www.jpmorgan.com .

Network Management, CASS & UK Outsourcing is a global function within Digital & Platform Services (DPS) of the CIB.

This role resides within Network Management which is responsible for managing J.P.

Morgan's network of Agent Banks and Financial Market Infrastructures (FMIs), ensuring they meet the firm's requirements for oversight of cash and securities services for principal and client activities.

The network of providers includes banks, sub custodians, payment systems, central counterparties, securities depositories, and cheque clearing systems.

Network Management has over 200 staff in multiple locations, a commitment to diversity and provides coverage across global markets and to selected clients.

While the group resides within the CIB, it supports multiple J.P.

Morgan's lines of business including Corporate & Investment Bank (Global Markets; Securities Services; Wholesale Payments), Asset & Wealth Management, Commercial Bank and Consumer & Community Banking.

The Network Performance Management team work closely with provider institutions and in partnership with J.P.

Morgan Operational teams to ensure service delivery is in line with expectations, managing issue escalation and opportunities for performance enhancements.

The successful applicant will report to the Global Head of Network Performance Management.

Roles and Responsibilities:


* Leading the Network Performance Management deliverables for the Americas region.


* Responsible for proactively improving agent performance and service delivery, seeking opportunities for service enhancements.


* Building a network of contacts with external providers and internal partners to manage service and drive change.


* Accountable for the investigation and resolution of escalated enquiries & service issues.


* Conducting service reviews, accurately assessing risk, and ensuring delivery of high-quality reports.


* Use of thematic data analysis to improve agent performance.


* Ability to understand LOB requirements and ensuring needs are managed through service level agreements between the firm and the agents in our network.


* Responsible for incident and crisis management, leading external engagements through resolution and ensuring remediation following any agent bank errors.


* Participating in regional and global projects requiring p...