JOB DESCRIPTION
Make your mark partnering with operations and agent banks to elevate service quality, reduce risk, and grow your analytics and relationship skills.
As a Operations Risk & Controls Associate within the Performance Management team in Network Management, you monitor agent bank and financial market infrastructure service delivery to meet cash and securities service requirements across more than 100 markets. You partner with internal operations teams and external providers to resolve escalations, deliver service enhancements, and manage operational risk. You use data-driven insights, service reviews, and oversight processes to improve standards and strengthen controls.

Responsibilities:
Monitor agent service delivery and correct performance gaps, coordinating agreed changes and enhancements
Investigate escalated enquiries and service issues, partnering with network leadership and internal operations to resolve root causes
Conduct service reviews and produce high-quality reports that assess operational risk accurately




Drive actions from due diligence questionnaire reviews to closure, escalating blockers and tracking outcomes
Analyze data and themes to identify service trends, control gaps, and improvement prospects
Improve agent outcomes through the enhanced oversight process, defining actions and following through with stakeholders
Maintain service level agreements between the firm and network agents, aligning standards to operational needs
Participate in regional and global projects that require information from agent banks and financial market infrastructures
Build internal and external relationships with agents and market infrastructures to obtain information, resolve issues, and deliver change
Communicate weekly updates on projects, network performance, and escalated items to senior management
Manage the incident management process for assigned agents or markets in partnership with network leadership and operations, incl

📌 Operations Risk Mumbai
🏢 JPMorganChase
📍 Mumbai