Who we are looking for:
Provide management and direction of the team and its resources in order to ensure internal and external client deliverables are met and quality customer service is maintained. A key responsibility will be the hiring, training, motivating, appraising and retention of staff to achieve individual/department goals. In addition a focus is required on change management and risk management and performing any other duties as assigned.
What you will be responsible for:
CLIENT SERVICE
• Manage resources to ensure all outstanding queries are resolved in a timely manner, emphasizing the importance of quality customer service, including regular contact with clients
• Work as an effective team member with other internal providers to meet our ultimate client service deliverables and oversee the preparation and presentation of Key Performance Indicators as required
• Act as a point of escalation for clients with issues or concerns and manage these issues to resolution, with consideration for the internal escalation policy
• Ensure regular client calls occur and a client service plan is in place
• Review Know Your Client (KYC) , anti-money laundering (AML) and due diligence documentation of investors for completeness during account onboarding
• Review and maintain investor information for FATCA and CRS indicia
• Perform TA oversight on the subscription, redemption, switch, transfer and distribution processed by the back office team
TECHNICAL KNOWLEDGE / PROCESS IMPROVEMENT
• Contribute to the retention of existing business and the gaining of new business by demonstrating the organization’s systems, processes and capabilities
• Ensure that specialist knowledge is kept current and disseminated as appropriate and be aware of possible future developments and trends
• Proactively identify and act on opportunities to improve current processes to meet the changing requirements of customers, to improve efficiency, or to reduce risk
• Ensure team participation in the completion and implementation of department wide projects as required and to lead local team initiatives
• Participate in data review, including checking and sign-off of work, where controls require Senior Associate sign-off
COMMUNICATION
• Attend and contribute to operational, client, risk, audit and regulatory meetings as required
• Communicate relevant information as appropriate up and down the line and escalate where necessary
• Prepare and properly distribute management information as required and analyse the information to assist in managing both clients and resources
• Attend and actively participate in all team meetings, ensuring communication is open
GENERAL
• Maintain objectivity in handling issues so that matters are addressed in the best interests of the team, the clients and the department
• Deputies for your Manager as and when appropriate and assist more senior colleagues as required
• Represent the organisation to external partners such as clients, potential clients and vendors in a professional manner
• Understand and apply HR policies and procedures as required
• Actively contribute to the development and implementation of BCP procedures and controls
• Ensure an awareness of and adherence to the key TA controls at all times
• Understand the risk environment within the department and manage appropriately handle, manage and initiate change in the department.
Education & Preferred Qualifications:
• Good procedural, technical and product knowledge of the Transfer Agency business is desired. This should be complemented with a good understanding of Fund Accounting, Custody and Regulatory background to Funds Industry.
• Excellent administrative, organisational and business support skills, with the ability to multi-task and to work calmly under pressure.
• Proficient in Microsoft Excel, Macros, ability to use spreadsheets, graphing, tables, calculations and automation efficiently to process large quantities of data relevant to business tasks.
• Strong written & verbal communication skills
• Possess excellent organisational, planning and co-ordination skills.
• Meticulous and ability to work accurately to tight deadlines
• Proactive and able to work independently and also together with the team
• Typically candidate will have approximately 3 years experience in a similar environment.
