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Form of workOnyx by J.P. Morgan
Onyx by J.P. Morgan is at the forefront of a major shift in the financial services industry. We are innovators and thought-leaders who have cultivated a deep understanding of institutional banking and technology to create reliable infrastructure and services for the world's most pressing problems, and are the first global bank to offer a blockchain-based platform for wholesale payments transactions - helping to re-architect the way that money, information and assets are moving around the world.
Onyx is made up of four business stripes -
- Liink by J.P. Morgan, a blockchain network of banks that facilitates payments and banking information exchange
- Coin Systems, a global provider of shared ledger solutions enabled by JPM Coin
- Onyx Digital Assets, a blockchain network that has the capability to enable exchange of value for various types of Digital Assets
- Blockchain Launch, a leader in productionizing new applications and shared platform technology
About Onyx Digital Assets, a network from Onyx by J.P. MorganSM
Onyx Digitals Assets is a business line within Onyx that enables the creation, transfer, and settlement of tokenized traditional assets. 'ODA', as it's more commonly known, is an enterprise-grade, blockchain-based platform built for financial institutions, corporations, and innovators to create new markets and products that are unavailable in traditional finance. Applications built on the ODA platform can be developed to accommodate a variety of use cases.
ODA has processed over $1trn in transactions since its inception in December 2020 and boasts some of the world's largest Financial Institutions as clients.
Job Summary
As a Client Success Senior Associate for Onyx Digital Assets you will help manage and support ODA's internal and external clients, ensuring that they have a best-in-class experience in their interactions with the ODA platform and team, and providing timely support, engagement and product opportunities through the life of the client's account. With strong attention to details and a keen passion for delivering outstanding service to clients, you will focus on the following areas:
- Onboarding: Support client onboarding across multiple teams to provide one comprehensive view for the client and execute tasks accurately and efficiently.
- Client Support: Provide accurate and timely updates and manage expectations with clear SLAs; and surface opportunities for improvement from both a product and process perspective
- Client Experience: Help to identify and surface client needs and product enhancements
- Client Service: Act as the first line of contact for client requests, questions, and feedback
- Client Collateral: Help in developing ODA educational materials for clients
The role itself requires being comfortable engaging with and supporting clients, product teams, technical teams, and functional groups at varying levels. You should be adept at synthesizing requests and feedback into clear and actionable takeaways, and you will be expected to provide world-class service and support throughout your interactions.
Job Responsibilities
- Establish a client service and support handbook and strategy
- Coordinate global client onboarding's and oversee technical implementation processes
- Work cross-functionally to improve the client onboarding experience collecting and translating customer feedback into meaningful product insights
- Support in operationalizing new and existing policies, processes, and procedures with our onboarding and partners such as dApp Teams, Legal, Compliance, Risk, Cyber, and Technology
- Add value through effective and transparent project management and execution
- Surface potential risks and challenges and determine necessary steps to mitigate issue
Required qualifications, capabilities, and skills
- A minimum of 3 years' experience in working in a Tier 1 Bank or large organization
- A minimum of 3 years' experience in product management, agile project delivery, and large-scale initiatives across various internal teams with a strong technology focus, customer-first attitude and a strong sense of empathy.
- A minimum of 3 years' experience in a client facing and / or technology focused role with both business experience and technical understanding.
- Strong troubleshooting and problem-solving skills with a continuous desire to improve your technical acumen.
- Working proficiency in Jira, Confluence, PowerPoint, Excel, and MS Visio.
Preferred qualifications, capabilities, and skills
- Exceptional all-round communication skills with the ability to navigate multiple relationships in order to deliver Client Success.
- Process oriented; able to proactively identify opportunities and execute strategic projects that improve how we onboard/implement clients.
- Able to work under pressure, deadlines and navigate unexpected roadblocks with ease
- Execution focused, action-oriented and adaptable to meet the evolving needs of a high-growth and fast paced organization.
