Job description

Summary Join JPMorgan Chase’s North American Cash Equities Client Services team (JPMorgan Securities LLC), the primary point of contact for Institutional Asset Managers and Hedge Funds executing with our global equity trading desks. As a Vice President / Client Service Manager III, you will lead a high-performing client service team responsible for monitoring the successful transmission of client equity trades from trade booking through allocation, confirmation, settlement, and post-settlement controls. You will combine deep understanding of equity markets and the trade lifecycle with exceptional client service, strong control discipline, and a continuous improvement mindset. You will partner closely with Sales Traders, Clients, Service Providers, Operations, Technology, and Control Management to resolve complex breaks, minimize fails and operational risk, and modernize workflows through data, automation, and process excellence. Job Responsibilities • Lead and develop a client service team supporting institutional Cash Equities clients, ensuring a consistent, high-quality, “first call” client experience and timely resolution of trade-related inquiries and escalations. • Own day-to-day oversight of the equity trade lifecycle (trade capture/booking, allocations, confirmations, matching, settlement, and post-settlement), ensuring breaks are identified early and resolved with strong root-cause discipline. • Drive best-in-class allocation support (including accuracy, timeliness, and exception management), partnering with Sales Trading and clients to improve allocation quality and reduce downstream operational friction. • Manage and enhance daily controls (control reports, exception queues, break management routines, fails metrics), ensuring issues are escalated appropriately and remediation is tracked to closure. • Lead fails management strategy (break resolution, trade repair, preventative action plans) and champion straight-through processing improvements to reduce manual touchpoints and operational risk. • Leverage data and analytics to identify trends (recurring breaks, client behaviors, process bottlenecks), quantify impact, and prioritize improvements that enhance client outcomes and operational efficiency. • Partner with Technology and stakeholders to deliver process automation and workflow enhancements; define requirements, support testing, and ensure changes improve control posture and client experience. • Foster strong internal partnerships across Sales Trading, Operations, Control Management, Compliance/Risk (as applicable), and external service providers to deliver timely outcomes and influence effective change. • Act as a senior escalation point for complex client and operational issues, applying advanced conflict management and stakeholder influence to drive resolution while protecting client relationships and firm standards. Required Qualifications, Capabilities, and Skills • Significant experience in Cash Equities middle office / client services / trade support with strong working knowledge of the equity trade lifecycle, including allocations and settlement-related processes. • Demonstrated ability to lead teams in a high-volume, deadline-driven environment, with a focus on quality, accuracy, and client outcomes. • Proven track record of exceptional client service, including managing escalations, resolving complex issues, and strengthening institutional client relationships. • Strong understanding of operational risk and controls within an equities processing environment; experience running control routines, exception management, and break/fails resolution. • Strong analytical and problem-solving skills, including the ability to perform root-cause analysis and implement durable fixes to prevent recurrence. • Excellent communication and interpersonal skills, with the ability to influence across Sales Trading, Operations, Technology, and external counterparties. • Strong digital literacy and ability to identify and drive process improvements through data, automation, and workflow modernization. Preferred Qualifications, Capabilities, and Skills • Extensive experience supporting Institutional Asset Managers and/or Hedge Funds in equities middle office / client services, with exposure to global market nuances and settlement risk considerations. • Experience driving measurable reductions in fails, breaks, or manual processing through process redesign, control enhancements, and/or automation. • Familiarity with common equities processing workflows and dependencies (allocations, confirmations/matching, settlement instructions, exception queues, service provider interactions). • Experience mentoring and developing talent, building a performance culture, and leading change initiatives across teams. • Ability to apply cultural intelligence when engaging with a diverse client base and global internal stakeholders. • Demonstrated ability to identify opportunities for AI and automation integration within operational workflows, including experience evaluating, implementing, or governing AI-driven solutions to achieve scalable process improvements and strategic objectives. Lead cash equities client services to deliver superior client experiences and operational excellence across the equity trade lifecycle.

Requirements

Must-haves

Lead and develop a client service team supporting institutional Cash Equities clients, ensuring a consistent, high-quality, “first call” client experience and timely resolution of trade-related inquiries and escalations.
Drive best-in-class allocation support (including accuracy, timeliness, and exception management), partnering with Sales Trading and clients to improve allocation quality and reduce downstream operational friction.
Manage and enhance daily controls (control reports, exception queues, break management routines, fails metrics), ensuring issues are escalated appropriately and remediation is tracked to closure.
Lead fails management strategy (break resolution, trade repair, preventative action plans) and champion straight-through processing improvements to reduce manual touchpoints and operational risk.
Leverage data and analytics to identify trends (recurring breaks, client behaviors, process bottlenecks), quantify impact, and prioritize improvements that enhance client outcomes and operational efficiency.
Partner with Technology and stakeholders to deliver process automation and workflow enhancements; define requirements, support testing, and ensure changes improve control posture and client experience.
Foster strong internal partnerships across Sales Trading, Operations, Control Management, Compliance/Risk (as applicable), and external service providers to deliver timely outcomes and influence effective change.
Act as a senior escalation point for complex client and operational issues, applying advanced conflict management and stakeholder influence to drive resolution while protecting client relationships and firm standards.
Required Qualifications, Capabilities, and Skills
Significant experience in Cash Equities middle office / client services / trade support with strong working knowledge of the equity trade lifecycle, including allocations and settlement-related processes.
Demonstrated ability to lead teams in a high-volume, deadline-driven environment, with a focus on quality, accuracy, and client outcomes.
Proven track record of exceptional client service, including managing escalations, resolving complex issues, and strengthening institutional client relationships.
Strong understanding of operational risk and controls within an equities processing environment; experience running control routines, exception management, and break/fails resolution.
Strong analytical and problem-solving skills, including the ability to perform root-cause analysis and implement durable fixes to prevent recurrence.
Excellent communication and interpersonal skills, with the ability to influence across Sales Trading, Operations, Technology, and external counterparties.
Strong digital literacy and ability to identify and drive process improvements through data, automation, and workflow modernization.
Extensive experience supporting Institutional Asset Managers and/or Hedge Funds in equities middle office / client services, with exposure to global market nuances and settlement risk considerations.
Experience driving measurable reductions in fails, breaks, or manual processing through process redesign, control enhancements, and/or automation.
Familiarity with common equities processing workflows and dependencies (allocations, confirmations/matching, settlement instructions, exception queues, service provider interactions).
Experience mentoring and developing talent, building a performance culture, and leading change initiatives across teams.
Ability to apply cultural intelligence when engaging with a diverse client base and global internal stakeholders.
Lead cash equities client services to deliver superior client experiences and operational excellence across the equity trade lifecycle.

Nice-to-haves

Preferred Qualifications, Capabilities, and Skills

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Keywords to mirror

Platform: oracle-cloud
Effort: medium