UK Funds – Transfer Agency (TA) & Client Services Oversight Manager

Exciting role reporting to the UK Head of Transfer Agency Client Services and Governance. This opportunity involves managing a team responsible for overseeing the UK TA and Client Service functions which are delivered through a third-party administrator. You will ensure high standards of service for both retail and corporate clients maintain strong governance and consistently strive to enhance the service provided to all clients.

The services provided comprise traditional Transfer Agency (TA) functions client servicing and complaint handling requirements as mandated by the Financial Conduct Authority (FCA). JPMAM retains full accountability for overseeing TA operations regulatory requirements and industry best practices. Leveraging strong TA business technical and regulatory knowledge excellent relationship management skills and the ability to adapt to evolving requirements and drive continuous improvement will set you up for success.

Job responsibilities:

Leadership & Stakeholder Management

• Lead mentor and develop a small high performing team conducting regular 1-to-1 development meetings appraisals and performance reviews while also overseeing and supporting a small offshore team to ensure seamless collaboration and delivery.

• Act as the internal key point of contact for stakeholders such as Sales Support Intermediary Account Management Compliance Legal Investment Desks and Risk.

• Key contact and escalation point for the TA vendor

Client Service & TA Oversight

• Provide client service oversight including monitoring client trends particularly those indicating signs of vulnerability issue management post-call surveys and referrals of queries outside TA responsibility (e.g. historic events performance queries authority to deal cases) ensuring prompt follow-up and minimal client impact.

• Prioritise client experience and demonstrate good outcomes placing Consumer Duty at the heart of decision-making.

• Oversight of typical TA responsibilities including Dealing Cashflow monitoring and escalation with relevant investment desks around any issues Settlements Registrations Rebate Processing AML Tax Reporting

Third-Party & Vendor Oversight

• Oversee and manage the TA to ensure high-quality service delivery through KPIs SLAs and compliance with contractual obligations. Fostering a collaborative partnership built on mutual trust and transparency.

• Conduct regular in-person site visits with TA and other vendors as required (e.g. Dealing STP providers Print & Tracing Vendors etc.) to maintain oversight leverage relationships and act as delivery manager.

• Build relationships with peers of the appointed TA and attend multi-client forums and committees.

Change Management & Process Improvement

• Lead and manage change initiatives including holistic client service improvements process simplification and regulatory projects such as Accelerated Settlement.

Complaints & Issue Resolution

• Oversee complaints chair the monthly European Complaints Forum review trends collaborate with TA on prevention engage with FOS manage complex complaints ex-gratia payments and ensure FCA reporting is completed.

Risk Controls & Performance Monitoring

• Analyse errors and breaches understand TA control failures and explore preventative actions both within TA and internally.

• Identify act on and minimize risks within the business.

• Monitor Key Performance Indicators (KPIs) ensuring timely and appropriate escalation of any trends or performance issues.

Specialist & Governance Activities

• Represent UK TA Oversight within Asset Management Governance forums and produce relevant reporting.

• Act as Subject Matter Expert and manager for Client Communications collaborating with Product Development and wider EMEA teams to coordinate fund activity EGMs and other key client engagement initiatives.

Required qualifications & Skills

• Client focus - Essential to demonstrate a client centric mindset with a strong commitment to integrity delivery and responsibility.

• Ability to coach and manage people.

• Relationship management Ability to build and maintain partnerships with key external and internal stakeholders including product development operations investment desks compliance risk tax internal and external audit functions alongside multiple third-party vendors who support the UK Funds business.

• Communication influencing and interpersonal skills Excellent written and verbal communication skills with an ability to articulate complex ideas concepts and solutions clearly and appropriately for the audience.

• Ownership and Continuous Improvement -Self-motivated and a strong collaborator demonstrating a keen sense of ownership and continuous improvement mindset

• Attention to Detail and Organization -Must possess keen attention to detail and excellent organizational skills.

• Time Management - Ability to prioritise tasks and manage time effectively to meet deadlines and service standards.

• Adaptability - Flexibility to adjust to changing client needs and evolving industry trends.

Team Collaboration leadership and development - Ability to work collaboratively with a team to ensure cohesive service delivery and ongoing individual development.