Bring your operational expertise and client focus to a role where you can shape service outcomes and strengthen long-term partnerships. You will work at the center of client engagement, issue management, and continuous improvement, partnering with teams across the firm to deliver a high-quality experience. This is an opportunity to build senior client relationships, influence change, and make a measurable impact. The role is based in Luxembourg and supports clients across Europe, the Middle East and Africa.
As a Transfer Agency Operations Service Delivery Lead at JPMorganChase within the Transfer Agency Operations team, you will be the primary point of contact for fund clients on transfer agency service delivery. You will take end-to-end ownership of escalations, service updates, and operational deliverables, ensuring clear communication and strong follow-through. You will collaborate closely with internal partners to drive issue resolution, improve processes, and strengthen controls. You will also help clients maximize self-service and support training needs to improve overall effectiveness.
Job responsibilities
- Serve as the primary client-facing contact for transfer agency service delivery, providing timely updates and clear communication
- Build and maintain senior, trusted relationships with clients to support effective engagement and escalation management
- Own end-to-end coordination of inquiries, issues, and improvements, partnering with operational teams to deliver solutions
- Lead transfer agency issue escalation and resolution, proactively identifying risks and driving appropriate actions to closure
- Maintain key service delivery documentation (service plans, service level documents, performance reporting, and issue logs)
- Facilitate complaints management and reporting processes, ensuring appropriate tracking, visibility, and resolution
- Evaluate key performance indicators and operational data trends to identify service improvement opportunities and emerging risks
- Partner with technology and product teams to support client projects, assess impacts, and contribute to change management
- Coordinate and contribute to client service reviews, operational meetings, and client visits as required
- Support client training needs and promote self-service capabilities to improve client experience and operational efficiency
Required qualifications, capabilities, and skills
- Five or more years of experience in transfer agency operations and/or client service operations with a strong understanding of end-to-end processes
- Strong command of English with proven ability to communicate clearly in writing and verbally with senior stakeholders
- Demonstrated experience managing client expectations and delivering outcomes in highly complex, demanding client environments
- Proven ability to lead issue resolution end-to-end, including escalation management, root-cause analysis, and sustainable remediation
- Strong analytical and problem-solving skills, including process improvement and operational re-engineering experience
- Demonstrated controls and risk mindset, with experience partnering on workflow analysis and control enhancement
- Strong stakeholder management skills, with the ability to challenge constructively and influence decisions to enable execution
- Excellent organizational and time management skills, including the ability to prioritize across multiple concurrent workstreams
- Strong presentation and client reporting skills, producing clear, concise, relevant, and accurate materials
- Proven ability to work effectively across teams and levels, bringing groups together to deliver shared outcomes
Preferred qualifications, capabilities, and skills
- Proficiency in an additional European language
- Experience supporting fund clients in Luxembourg and/or across Europe, the Middle East and Africa
- Experience partnering on operational change programs involving technology delivery and process transformation
- Experience developing or enhancing service performance frameworks, including service planning and performance reporting
- Demonstrated experience improving client behaviors and operational effectiveness through education, governance, and self-service adoption