CIB - Knowledge Specialist, Sales Enablement Group, Associate - Manila

Job Description

JPMorgan Chase & Co. (NYSE: JPM) is a leading global financial services firm with assets of $2.5 trillion and operations in more than 60 countries. The firm is a leader in investment banking, financial services for consumers, small business and commercial banking, financial transaction processing and asset management.

It began operations in the Philippines in 1961 with a representative office. Since then, the firm has expanded its presence into a fully integrated franchise, comprising Investment Banking, Treasury and Securities Services, Equity Sales and Research as well as foreign exchange and fixed income trading operations. JPMorgan Chase & Co. has a number of legal entities operating in the country, including the Manila Branch of the bank, which has a commercial banking license as well as a derivatives license, and a securities company with a seat on the Philippine Stock Exchange.

JPMorgan Chase & Co. launched its Global Service Center in Manila in 2005 and in Cebu in 2010, to provide a wide variety of strategic support including analytics, finance and accounting voice-based services, transaction processing and other functions to its affiliates around the world .

Information about JPMorgan Chase & Co. is available at http://www.jpmorganchase.com/

About J.P. Morgan Corporate & Investment Bank

J.P. Morgan Corporate & Investment Bank (CIB) is a global leader across banking, markets and investor services. The world’s most important corporations, governments and institutions entrust us with their business in more than 100 countries. With $18 trillion of assets under custody and $393 billion in deposits, the Corporate & Investment Bank provides strategic advice, raises capital, manages risk and extends liquidity in markets around the world.

Department Summary

The Sales Enablement Group is part of the Platform Sales organization, reporting to the Head of Sales in New York. The group contributes to the Platform sales result through the creation and production of sales collateral (proposals & pitchbooks) and the management & delivery of (information) assets to the selling organization. In doing so, the group works in close partnership with subject matter experts from areas including sales, marketing, client service, segment, product management, operations and pricing. The group is 48 people organized functionally across four teams - Proposals, Pitchbooks, Design and Knowledge Management; and geographically across five countries - United States, United Kingdom, India, Philippines and Hong Kong.

The group’s core objective is to help the firm win business...by building the best sales & marketing collateral in the shortest amount of time, with efficient use of time from Sales, Product and other subject matter experts.

This team is a pioneer when it comes to the model we follow. Unlike other businesses, we do not follow the sub-support offshoring model where the lower end of the work is off-shored. The role of an offshore team member is no different from a role of an onshore team member. In addition, we offer unlimited growth opportunities which may include permanent postings to global onshore locations and opportunities to move within different functions of the Sales Enablement Group. Putting it briefly, what we are offering is not just a job but an exciting career path and a robust learning environment.

Position Summary

The Manila based Knowledge Specialist ultimately reports into the Global Knowledge Manager based in New York.

The knowledge team consists of 15 staff members working together to continually enhance and maintain three platforms:

- a knowledge base system – QPA (used by the Sales Enablement Group and a small number of approved product and subject matter experts)

- a sales material delivery platform - the Sales Enablement Desktop, which is available to the firm globally and currently has over 3,500 active users

- a team project management, resourcing & reporting system – The Grid which is delivered through Salesforce.

On a daily basis, the Knowledge Specialist will maintain, update and enhance content of Sales Support databases (both statistical and written content). The databases are used for a number of sales functions, including construction of proposals in response to RFPs, construction of pitch books, marketing & industry publications and general day to day business decision making.

The individual must be self-motivated, have excellent project / time management skills, and focus to drive projects to completion within established deadlines.

Position requires interaction with all levels of staff, including sales officers, relationship management, product managers, business managers and line staff around the world. They will also be required to write, edit or customize database responses to address specific client/prospect requirements or feedback from subject matter experts.

Key responsibilities include:

• Ensure that information in database(s) is current, accurate and consistent through database drafts and regular content reviews.
• Coordinate with subject matter experts to update database with new responses as products are enhanced.
• Ensure that database works effectively for users by maintaining records, including main- and sub-categories, keywords/synonyms, expiration dates, reviewer assignments and other relevant fields.
• Find opportunities to improve quality of proposals by taking advantage of automation and other features available in QPA product suite.
• Look for ways to provide additional value to our stakeholders, enhance efficiency within our team and strive for continuous improvement
• Reporting, regular and ad-hoc on asset usage and user activity
• Maintenance of user permissions/profiles
• Ado projects

Key Accountabilities/Major Responsibilities:

Knowledge-Base Management

• Contribute to the centralized Knowledge-Base of materials used globally for sales collateral (proposals & presentations)
• be accountable for the quality and accuracy of information being added to the knowledge-base, by ensuring appropriate sign-offs and following SOPs
• Proactively write/edit and develop new / better content
• Contribute to improving and advancing the visual representation of content for proposals & presentations.
• Partner, develop & manage relationships and review processes with the appropriate Subject Matter Experts to ensure that all Knowledge-Base materials are accurate and appropriately position the firm to win business.
• Partner with the global presentation & proposal teams to create and maintain the library of standard deliverables for self-service by Knowledge-Base users.
• Actively promote the use of the centralized Knowledge-Base by colleagues across the business

Education, Support & Training

• Act as a contact point for support, training and education of new and existing users of our tools (internal team members and business users).
• Work within our tools to load assets, create new users and generate reporting as required – quickly and accurately.

Statistics Management

• Partner with the statistics knowledge team member to become skilled in the statistics management activities of the team, including data gathering, production of the IS Global Statistics Book, auto prompt maintenance and statistics request processes.

Team Player

• Behave and operate at all times as a team player and a knowledge management professional. Represent the best interests of IS Sales and the Sales Enablement Group as your first goal in any interaction.
• Be proactive and contribute to discussion around refining processes, systems & methodologies to improve the quality of work completed by the Knowledge Management Team as well as efficiency.
• Partner with other members of the Knowledge team on daily tasks, special projects and also reach out and build relationships with the wider members of the Sales Enablement Group.

Technology Vendor Management

• Perform user administration activities for QPA, The Desktop and the Grid tools, including: adding and removing users, providing training, assisting with access issues
• For QPA, act as a point of contact for technical support for system users, liaising with vendor support and development teams to resolve issues expediently

General Knowledge and Experience Required:

• 8 - 12 years’ experience with proposals, presentations and / or Knowledge-Base management (QPA strongly preferred)
• Strong team player skills. Must be able to work within a remote team / manager environment
• Strong and effective communication skills, verbal and written, and ability to set and manage expectations
• Self-motivated, with excellent project management skills and ability to drive projects through to completion
• A proven ability to engage stakeholders from across the business and form effective working relationships; requires strong communication and relationship building skills
• Ability to work effectively under pressure and tight deadlines, whilst maintaining attention to detail
• Strong organization skills and the ability to continually re-assess priorities
• Excellent business writing, organizational and project management skills are essential
• An understanding of securities services industry and products
• Excellent written English, including a understand of both British & American English
• Advanced proficiency with MS Word, Excel, PowerPoint required
• College degree (BA or BS), course work in business, finance or marketing preferred
• Experience with Salesforce desired but not required

Formal Qualifications:

• University degree essential; course work in business, knowledge management, finance or marketing preferred

Behavioral Competencies:

• Ability to work within a team, and autonomously at the same time.
• Excellent interpersonal skills
• Self-starter with sound judgement and ability to operate unsupervised and apply initiative
• Confidence and assertiveness and an ability to deal with all levels of management within J.P. Morgan
• Strong attention to detail
• Good time management skills
• Willingness to accept responsibility and accountability for meeting deadlines
• Professional attitude and ability to respect the confidential nature of information handled