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CIB Operations - WCOB - Business Support and Change Management– Associate

Req #: 170114767
Location: Bournemouth, ENG, UK
Job Category: Operations
Job Description:
This role is with the WCOB Support Team which sits in the CIB CAO Product Development Group. The team supports a global CIB multi-functional user base (~5,000 users) covering WCOB Operations, Sales and Compliance functions engaged with KYC due diligence requirements for both the onboarding of new business as well as the remediation of existing clients.
The team resolves business application queries for all users of the CIB CAO Controls application suite, partnering with the appropriate Technology teams to resolve issues of a technical nature.
The team is also responsible for;
  • Change management
  • Creation of MIS reporting and the ongoing support of existing reports. 
  • Application training
  • Coordination of global “Model Office” testing
The team has a global presence in 6 locations (Singapore, Hong Kong, Bangalore, Bournemouth, Brooklyn, Sao Paolo).
The role will report to the global head of the WCOB Support Team in Bournemouth.
Core Responsibilities
  • Resolve user issues for  the CIB CAO Controls application suite (12 apps)
  • Identify issue themes and manage them through to resolution, ensuring clear communication and escalation
  • Prioritize and maintain oversight of application issues being addressed by Technology
  • Ensure that the Business teams maintain a good understanding of the application suite through active stakeholder engagement and the production and delivery of training materials and user guides
  • Manage the process of change requests, including review with senior stakeholders and communication of progress
  • Analyse reporting to automate and drive new reporting requirements to existing dashboards
  • Review all application change releases and provide updated documentation and training for business users
  • Providing application expertise to project teams within Product Development to ensure smooth roll-out of technical and operational changes
Highly desirable
  • Experience of MIS reporting, SQL and Business Objects
  • Experience in dealing with Technology stakeholders


  • Knowledge of User/Application support function 
  • Business application and business requirements and process knowledge
  • Experience of working on structured project/program lifecycles 
  • Experience in Robotics / Automation
  • Experience of facilitation of workshops with remote participants
Key Competencies for the role
  • An open attitude towards sharing ideas and knowledge
  • A proactive approach to problem solving, taking ownership of issues and having the determination to follow things through
  • Excellent listening, written and verbal communication skills, including facilitation, presentation and production of documentation appropriate to the audience
  • The ability to shift perspective from high level 'Big Picture' to low-level detail
  • Good prioritisation and time management
  • The ability to present and absorb complex ideas quickly and accurately
  • The ability to provide solutions to a tight deadline
  • Self-managing
  • Passion for the agenda:  strong desire to make a quick impact to the organization
  • Partnership and relationship management:  must have ability to develop and maintain strong partnerships with numerous teams and key stakeholders
  • Team player
About J.P. Morgan Corporate & Investment Bank
J.P. Morgan’s Corporate & Investment Bank (CIB) is a global leader across banking, markets and investor services. The world’s most important corporations, governments and institutions entrust us with their business in more than 100 countries. With $18 trillion of assets under custody and $393 billion in deposits, the Corporate & Investment Bank provides strategic advice, raises capital, manages risk and extends liquidity in markets around the world.
About J.P. Morgan Chase & Co.
J.P. Morgan Chase & Co. (NYSE: JPM) is a leading global financial services firm with assets of $2.1 trillion and operations in more than 60 countries. The firm is a leader in investment banking, financial services for consumers, small business and commercial banking, financial transaction processing, asset management and private equity. A component of the Dow Jones Industrial Average, J.P. Morgan Chase & Co. serves millions of consumers in the United States and many of the world’s most prominent corporate, institutional and government clients under its J.P. Morgan and Chase brands. Information about J.P. Morgan Chase & Co. is available at
JPMorgan offers an exceptional benefits program and a highly competitive compensation package.
JPMorgan is an Equal Opportunity Employer.
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