Network Performance Manager

Job Description
Do you have an understanding of Wholesale Payments and are a strong team player? Then you found the right position for you!
As a Network Performance Manager within the Network Management team, you will be responsible for ensuring high quality service delivery from providers and supporting the escalation and resolution of issues raised by operational teams. The Network Management team is a firm-wide function within the Commercial and Investment Bank Digital and Platform Services organization responsible for managing the J.P. Morgan's Lines of Business (LOBs) relationships with their network of local providers including payment systems, central counterparties (CCPs), and check clearing systems) and Agent Banks (sub custodians, cash correspondents, partners, and clearing banks). With around 200 employees, the Network Management team is located in London, Bournemouth, Brooklyn, Delaware, Tampa, Hong Kong, Singapore, Mumbai, and Hyderabad to provide coverage of markets and selected clients.
Job responsibilities

• Acts proactively to improve agent performance and service delivery, seeking opportunities for service enhancements and coordinating changes
• Builds a network of contacts externally with the firm's network of agent banks and market infrastructures to drive change and resolve issues
• Closes partnership with internal JPM operations teams to support escalation of significant service failures from external providers and work with providers to manage and resolve service issues
• Investigates and resolves escalated enquiries & service issues, working closely with the Network Manager and internal operations team
• Conducts service reviews, ensuring delivery of high-quality reports accurately assessing operational risk
• Leverages data insights and thematic analysis to manage agent performance
• Understands line of business operational needs and ensuring the management of service level agreements between the firm and the agents in the network
• Participates in regional or global projects requiring information from agent banks and FMIs
• Takes responsibility for the incident management process in conjunction with the Network Manager covering the agent or market concerned

Required qualifications, capabilities, and skills

• Excellent operational knowledge of cash related products and internal operational processes
• Excellent understanding of Wholesale Payments include FX, CLS, ACH and other cash related products
• Strong team player with aptitude for risk management and control standards
• Ability to build working relationships with operational teams, Network Manager and business partners covering cash products
• Excellent communication and analytical skills with a high attention to details
• Ability to influence and negotiate while managing challenging situations
• Effective project management skills, ability to contribute to enhancements in processes, controls, and systems
• Motivated self-starter, with the ability to pick up and learn new skills and knowledge quickly
• Ability to make informed, balanced decisions to shape and influence successful outcomes for J.P. Morgan

About Us
J.P. Morgan is a global leader in financial services, providing strategic advice and products to the world's most prominent corporations, governments, wealthy individuals and institutional investors. Our first-class business in a first-class way approach to serving clients drives everything we do. We strive to build trusted, long-term partnerships to help our clients achieve their business objectives.
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
J.P. Morgan's Commercial & Investment Bank is a global leader across banking, markets, securities services and payments. Corporations, governments and institutions throughout the world entrust us with their business in more than 100 countries. The Commercial & Investment Bank provides strategic advice, raises capital, manages risk and extends liquidity in markets around the world.