Vista previa de la oferta
Corporate Actions Client Experience Business Manager – Vice President
lead · Other
At JPMorgan Chase, client experience is built (or lost) in the details—especially in Corporate Actions, where deadlines are immovable, complexity is high, and operational excellence directly shapes client confidence. As a Vice President Corporate Actions Client Experience Business Manager within EMEA Prime Products, you will act as a subject matter leader for the Prime client base, ensuring the voice of the client is captured with rigor and translated into clear, measurable service improvements. The role is EMEA-focused with global awareness—partnering closely with regional and global stakeholders across Client Service, Operations, Product, Technology, and the front office to align priorities and deliver consistent outcomes. This position sits at the heart of day-to-day service stewardship: strengthening governance, improving transparency, simplifying points of friction, and ensuring we measure what matters. You will help drive a proactive operating rhythm across the Corporate Actions service model—improving predictability, reducing avoidable client impact, and reinforcing a strong control environment.
As a Corporate Actions Client Experience Business Manager Vice President in EMEA Prime Products, you will act as a subject matter leader for the Prime client base, ensuring the voice of the client is captured with rigor and translated into clear, measurable service improvements. You will partner closely with regional and global stakeholders across client service, operations, product, technology, and the front office to align priorities and deliver consistent outcomes. This role sits at the heart of day-to-day service stewardship—strengthening governance, improving transparency, simplifying points of friction, and ensuring we measure what matters.
Job Responsibilities
- Establish and run a structured approach to capturing, analyzing, and actioning client feedback; translate client pain points into a prioritized client experience roadmap with clear outcomes, accountable owners, milestones, and success measures
- Act as a subject matter expert to ensure proposed changes reflect corporate actions market practice, client expectations, and the operational realities of event-driven processing
- Design and maintain recurring reporting that connects client experience to operational performance and risk indicators (e.g., key drivers of inquiries, recurring breaks, election readiness, timeliness, root-cause themes)
- Deliver senior-ready narratives: what is happening, why it matters, what we are doing, what decisions are needed, and what outcomes we expect
- Identify emerging themes across event types, market infrastructure, and client segments to inform prioritization and service standards
- Lead cross-functional initiatives that strengthen the end-to-end Corporate Actions service model—clarifying handoffs, reducing rework, and improving timeliness, accuracy, and transparency
- Drive disciplined execution: governance, operating rhythm, action tracking, stakeholder alignment, and follow-through across the value chain
- Partner with technology and product teams to ensure enhancements are practical, controls-aligned, and measurably improve client outcomes
- Collaborate with EMEA and global teams across client service, operations, product, technology, and the front office to ensure priorities are coordinated, scalable, and aligned to client and business needs
- Facilitate forums that enable fast issue resolution, clear decisioning, and consistent messaging to clients where appropriate
- Embed a strong control mindset into the client experience agenda—driving root-cause discipline, action ownership, and sustainable remediation, and promoting a culture of ownership and continuous improvement
Required qualifications, capabilities, and skills
- Proven experience in business management, client experience, operations, or operational strategy within financial services
- Strong understanding of Corporate Actions and Asset Servicing concepts and the operational realities of event-driven processing, market practice, and election deadlines
- Demonstrated ability to lead through influence across regional and global stakeholders and drive tangible outcomes in complex environments
- Strong analytical and problem-solving skills—able to convert data and feedback into insight, prioritization, and execution plans
- Excellent written and verbal communication skills with the ability to simplify complex issues for senior audiences
- Disciplined approach to governance, controls, and delivery—high ownership and attention to detail
Preferred qualifications, capabilities, and skills
- Experience supporting Prime Brokerage or Prime Products and client-facing operations or middle office coverage models
- Exposure across multiple product areas relevant to Prime clients (e.g., equities, fixed income, swaps, repo/securities lending, financing)
- Experience building and operating management reporting, dashboards, forums, and executive governance routines
- Track record of delivering process improvements and/or targeted digital enhancements that improve service quality, timeliness, and transparency