Workplace Solutions EPM/Shareplan Team Manager

Overview

The Manager role involves oversight of multiple operational teams, ensuring exceptional customer and employee satisfaction while executing operational tasks aligned with business priorities, legal mandates, compliance rules, and client expectations. This position plays a crucial role in strategic planning, continuous improvement efforts, product and system enhancements, as well as fostering a collaborative, high-achieving team environment.

Key Responsibilities

• Direct and support several operational teams, clarifying priorities, responsibilities, and expected outcomes.
• Own accountability for customer satisfaction, employee engagement, and effective completion of operational objectives.
• Assess training requirements, organize necessary developmental activities, and track progress to promote ongoing team growth.
• Coach and develop Team Leads, managing succession plans and individual career growth opportunities.
• Assist with HR tasks like hiring, induction, performance evaluations, and engaging employees while advising Team Leads accordingly.
• Encourage a positive, collaborative, and performance-driven culture across the department and teams.

• Shape business strategy by formulating and achieving operational targets.
• Lead strategic initiatives to enhance operational efficiency, client service standards, and team output.
• Identify and manage bottlenecks in service delivery caused by system limitations, staff shortages or inefficient processes.
• Maintain adherence to standard administrative procedures, minimizing workaround practices.
• Oversee routine office management activities to support daily operations.
• Manage product delivery and EPM-specific tasks in line with operational and client needs.

• Conduct analysis of operational data to generate monthly performance metrics segmented by individual, product, and client.
• Track and report crucial client financial data such as revenue and profitability.
• Utilize data insights to pinpoint trends, potential risks, growth prospects, and areas for operational enhancement.

• Participate in internal sales calls and prioritization meetings offering operational perspectives.
• Support development of business requirement documents for product enhancement initiatives.
• Coordinate with Sales and Implementation teams on new client onboarding efforts.
• Provide input to system development priorities and testing, ensuring user acceptance processes are completed.
• Serve as escalation point for operational challenges involving IT, Product, CRM, events, or recurring programs.
• Identify and collaborate on innovative client solutions with Product teams to implement software upgrades effectively.
• Review and approve software enhancement requirements, addressing missing functionalities and improvement opportunities.
• Escalate development needs when necessary, aligning with broad operational goals.
• Advocate positively for Global Shares among clients and candidates.

• Guarantee compliance with all applicable legal, regulatory, contractual, and internal control obligations across teams.
• Take responsibility for executing internal and external audits, controls, and regulatory deliverables.
• Maintain thorough oversight of operational risk management, governance, and control frameworks.

Qualifications and Experience

• Preferably have 8 or more years managing teams within an operational context.
• Possess a tertiary qualification in Business, Finance, or related experience is acceptable.
• Share plan expertise is advantageous but not mandatory.
• Demonstrate innate leadership qualities with a proven track record in team oversight.
• Exhibit excellent communication skills, strong listening ability, and effective stakeholder interaction.
• Have strong numerical aptitude focused on data analytics, performance metrics, and operational reporting.
• Experience engaging with product enhancement, system development, user acceptance testing, or client onboarding is preferred.
• Comprehensive knowledge of controls, audit processes, regulatory demands, and compliance-focused operating environments.

Core Competencies

• Leadership and developing talent.
• Operational excellence and service management.
• Strategic thinking and execution capability.
• Client-oriented approach and stakeholder collaboration.
• Analytical skills and performance measurement.
• Problem-solving and continuous improvement mindset.
• Compliance awareness and risk governance.
• Communication, coaching, and influence abilities.

About the Employer

J.P. Morgan is a pre-eminent global financial services provider, delivering strategic advice and products to leading corporations, governments, wealthy individuals, and institutional clients worldwide. The company embraces a first-class business approach that shapes all client engagements and aims to build lasting, trusted partnerships to help clients achieve their strategic goals.

J.P. Morgan fosters strength through diversity and inclusive workforce participation, upholding equal opportunity standards and accommodating individuals’ religious, mental health, or physical needs.

About the Team

The Asset & Wealth Management division at J.P. Morgan offers industry-leading investment management and private banking services. Asset Management supports various market segments with comprehensive asset class strategies, while Wealth Management assists individuals, families, and foundations in managing wealth intentionally to meet their financial aims.