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Client Instruction Capture- Transaction Processing Manager- MHR (Manual Hub Routing)- Associate- Manila

Req #: 180011289
Location: Taguig City, 00, PH
Job Category: Operations
Job Description:

The MHR Team is a core part of Investor Services Operations and is primarily responsible for:

  • The authentication and verification of fax instruction in accordance with JPM global funds transfer standard.
  • Monitoring of workflow to ensure the distribution of all instructions received within client cut offs are processed to correct downstream teams within the agreed SLA.
  • RISK AND CONTROLS: Ensuring any red flags are escalated accordingly and in a timely manner.
  • CLIENT SATISFACTION: Effectively communicating with Clients, Client Services, and 40+ downstream processing teams in order to resolve queries in a timely manner.
    The team have multiple deadlines throughout the day and the desk needs to be covered at all times. 

Position Summary

The position of the MHR Associate requires an individual who is motivated to provide a high quality service to our clients, internal stakeholders and business partners. The role requires a very high standard of attention to detail, ability to prioritise, multi-task across processes and operate with urgency. The role includes oversight and escalation of issues, ensuring controls and procedures are maintained and up to date and completed on a daily basis.
Responsibilities for the role including:
  • Perform all stages of the fax receipt, authentication and distribution process within the timeframes required, including performing call backs directly with clients.
  • Ensuring all Global funds and local funds policy requirements are adhered to at all times.
  • Review and updating of existing Standard Operating Procedures (SOP) along with creating new SOP’s.
  • Ensure Audit controls and Deliverables are met and signed off per team checklists.
  • Provide input and participation in projects within the team and greater operations on process enhancements, new system implementations, training and general business initiatives.
  • Support MHR staff and the day to day requirements of the MHR team
  • Ensure any errors are escalated, documented and action plans created/implemented to minimise the reccurrence.
  • Continually look for opportunities to improve MHR experience to clients
  • Proactively manage cross training of staff
  • Liaise with stakeholders and business partners across the business to improve team performance, internal relationships and client experience as well as mitigating risk.
  • Ensure market and internal deadlines are met
  • Stringent control procedures are adhered to and exceptions are escalated to Management in line with agreed standards

General Knowledge and Experience Required:

  • Client service skills.
  • Financial &/or banking experience.
  • Strong communication skills.
  • Ability to prioritise, multi-task, act with urgency & meet deadlines
  • Exposure to documenting controls and procedures
  • Time Management
  • Creative problem solving skills
  • Ability to assess risks and demonstrated strategic thinking and planning skills
  • Intermediate Microsoft Excel skills


Behavioural Competencies:

  • An acute attention to detail
  • Operates with high standards
  • Client focus
  • Team work, partnership and ownership
  • Analysis and Problem solving skills
  • Drive
  • Effective escalation
  • Adaptable
  • Urgency
  • Takes responsibility to see tasks / issues through to completion

    Special Requirements

  • Ability / willingness to work overtime at short notice to ensure the daily completion of team workload, including public holidays

  • Ability / willingness to work weekends where required to facilitate incident / crisis processing as well as Post Verification testing for the GDT Application.


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