Head of Investor Operations (KL) recruitment

 • To take on the role of handling investor account set up with Transfer Agency or Sub Transfer Agency to ensure operational readiness prior client investment 

-          Review of account opening documents

-          Defining Operational workflows

-          Establish Operating Memorandum/SLA with clients and service provider

-          Liaise with different teams within the organisation to ensure all processes are in place in time

• To be the Operations point of contact for the distributors/ customers to deal with queries and provide necessary services

• To work with respective teams mainly Finance, Sales, Product and Compliance to ensure that the clients’ needs are properly addressed

• To prepare the managerial reports for Business Team on a regular basis

• To manage the Investor Operations service providers to ensure the quality of the services is maintained. Also do periodic review of services and provide any change information (process changes, commission structure and Sales Campaign information)

• To provide client services in accordance with the agreed Service Level Agreements (“SLA”),

• To provide necessary updates to service provider as and when processes and commission structures are changed.

• To review trailer invoices from Distributors/institutional clients before payment can be made by Finance team

Customer Service

• People Development – Manage the customer service team so as to ensure proper delivery of service standards. This means to lead, coach, motivate and supervise in all matters related to their functions.

• 

• External Communication - Ensure that all external communication materials confirm to corporate standards.  Constraints and restrictions imposed by the authorities within the industry or other directly or indirectly related industries, must also be strictly conformed with

• Internal Communication - Ensure that the Management is updated regularly on the status of all established action plans, introduction of new procedures and activities relating to Customer Service matters.

• Constantly evaluate and recommend process improvement to existing work processes that contributes to better Customer servicing and process efficiency.

• Be aware of the changes to the business needs and provide necessary inputs to the team and make process changes where necessary.

General

• Assisting COO to implement the directions, plans, processes and any IT support systems that contributes towards the departmental and organizational needs.

• Working very closely with the COO in all matters related to the departmental functions including to attend meetings, ability to lead meeting within the department, leading projects pertaining to CS.

• Leading / managing service related projects pertaining to the organizational directions and overall plans.  Working closely with other departments in improving services to customers and also processes within.

• To assume any duties and responsibilities as assigned by the management