Stephen Ager

Vice President @J.P. Morgan

London, GB

The Custody Middle Office Department consists of cross-product, client facing roles that require extensive client interaction and communication while working with various global internal teams. Key Responsibilities Include- Global Lead for implementing various AI / ML tools to handle client enquiries across various products (trades, cash, Income & COAC)- People Manager- Analysing and Resolving client / counterparty interest claims- Working as part of a global team providing follow-the-sun coverage for clients ensuring all day to day queries have been addressed within required service level agreements- Establishing and maintaining strong relationships with client’s on a daily basis- Providing high-level, value added client service and operational subject matter expertise- Collaborating with internal teams to resolve various client issues for Asset Servicing, Cash, FX and trades- Performing root cause analysis for clients to increase STP and reduce exceptions and inquiries- Partnering with technology and strategy teams to help identify internal and external facing improvement opportunities- Working with client service teams to help change client behaviour like reduce manual instructions / on-the-job client tools for query elimination- Suggesting new ideas to continuous improvements within the team.