Margins Services Operations - Client Servicing Associate

Are you ready to make an impact in margin services operations? Join a team where your client focus, risk discipline, and analytical skills drive operational excellence and client satisfaction. You’ll collaborate across functions, resolve complex issues, and help shape the future of collateral management. Grow your career in a dynamic environment that values ownership, innovation, and continuous improvement.

As an Associate within Margins Services Operations (MSO) team, you will be accountable for end-to-end operational service delivery for margin services clients, acting as the first point of escalation for queries and incidents. You’ll ensure high service standards, manage operational risks, and drive sustainable remediation. You’ll partner with internal teams, coordinate client communications, and contribute to process enhancements, reporting, and strategic projects.

MSO supports clients in managing margin obligations and exposures across three core product areas: Margin Services, Triparty, and Margin Control. The broader operating model spans three global teams: Core Operations (day-to-day processing), Operations Service Delivery (overall operational client satisfaction), and Margin Account Management (onboarding of new and incremental client and business activity onto the MSO platform). J.P. Morgan manages in excess of US$350 billion of collateral balances and processes approximately 20 million transactions each year, supporting more than 200 collateral clients globally. The platform covers approximately 20,000 accounts for over 100 third-party buy-side clients, maintains collateral relationships with all major banks and brokers globally, and provides tri-party support in over 20 markets.

Job responsibilities

• Ensure operational work is completed in accordance with control procedures, using daily checklists and structured sign-offs

• Escalate issues to management and drive resolution with internal and external partners

• Own end-to-end client inquiries, coordinating internal actions to deliver timely, accurate responses

• Act as first-level escalation for clients and internal contacts, managing operational events and structured communication

• Maintain an issue log, deliver root cause analysis, and implement remediation plans to prevent recurrence

• Contribute to management reporting, supporting the production and analysis of KPIs and MIS

• Track trends in work volumes and error types, document adverse trends, and propose actionable solutions

• Manage client communications for operationally driven projects and client-initiated change requests

• Address client inquiries related to reporting, audit requests, and ad hoc files; deliver client education sessions as needed

• Prepare materials for service reviews and represent Operations in client discussions

• Coordinate cross-team efforts for client satisfaction surveys and support action planning based on feedback

Required qualifications, capabilities, and skills

• Bachelor’s degree

• At least 4 years of experience in settlements, trade support, middle office, or collateral operations roles within the financial services industry

• Strong working knowledge of global financial markets and collateral management

• Proficiency in Microsoft Excel and comfort with operational metrics, exception tracking, and trend analysis

• Strong interpersonal and communication skills, with the ability to build trusted relationships

• Analytical skills and independent, reliable decision-making mindset

• Demonstrated ownership, accountability, and controls focus

• Ability to prioritize and operate effectively under tight deadlines in a fast-paced environment

• Team player who can also work independently and take decisive action

Preferred qualifications, capabilities, and skills

• Familiarity with automation and analytics tools such as Tableau, Alteryx, and Python

• Experience with client-facing operational service delivery in collateral or margin services

• Experience supporting process improvement or transformation initiatives

• Strong stakeholder management and collaboration skills

• Experience with client education and training delivery

• Exposure to global collateral management platforms and best practices

• Experience with business management activities, including reporting and survey coordination