Senior Client Support Executive
Senior Client Support Executive - Written Quality MI Oversight (Job Number: 1315645)
Description
Business Description
The Transfer Agency (TA) division is responsible for providing the services and administration outlined in Client Service Level Agreements, within agreed parameters and applicable regulations and corporate policy. The main functions administered are to effect the dealing instructions on behalf of investors for the products outsourced by our management companies, to ensure an accurate register, and provide all necessary oversight and control services associated with these products.
The departments within TA include: Treasury (Reconciliations Settlements); Distributions Statements and Mailings; Business Change; Communications Centre; Servicing; Business Oversight; Register Servicing, Broker Admin and Transaction Control; Service Delivery; Dealing and Box Management; Management Accounts; Business Recovery; Financial Crime and AML; Middle Office; DC Pensions; Client Service Centre; and Document Management Centre.
Team Description
CSC Correspondence and Complaints teams are responsible for investigation and resolution of investor enquiries and complaints for all Transfer Agency client companies across UK, Luxembourg, Guernsey and Jersey jurisdictions and Brentwood, Edinburgh and Pune functions. The primary goal is to achieve clear written outcomes and deliver exceptional client service for investors and client companies. The Written Quality and MI Oversight team is a key component in achieving high quality written outputs, meeting regulatory standards and producing meaningful MI to support continuous improvement of services delivered.
Job Purpose:
Ensure management information is accurate, relevant and timely and ensure the quality of written outputs is continuously improved.
Principal Responsibilities:
Produce daily/weekly/monthly internal and external MI to meet client and regulatory obligations
Carry out analysis of complaint root causes, escalate trends and provide information to internal and external parties to aid resolution of trends to ensure continuous improvement
Produce monthly executive complaint report for review by senior management team
Undertake monthly Quality Assurance sampling of written outputs, record results and provide feedback to employees for continuous improvement
Ensure all internal and external audit/oversight requirements are dealt with efficiently and all deadlines adhered to
Take ownership of resolution of escalated cases ensuring that the incident escalation process is followed where appropriate and high quality of response delivered
Undertake ad hoc projects to support quality, oversight and written outputs
Take responsibility for developing own skills, knowledge and understanding of products, procedures and the wider business environment.
Comply with all corporate policies and procedures within the department
Alert management immediately of any significant changes to business risks and internal controls effectiveness.
Notify management and/or Compliance immediately of any regulatory breach.
Comply with health and safety policies and procedures operating within the business.
Demonstrate the shared values of the organisation (Client Focus, Trust, Teamwork and Outperformance) and the application of TCF.
Demonstrate personal responsibility for escalating and resolving concerns/incidents in line with TA Escalation Guidelines and TA Incident Escalation and Management process.
Qualifications
Person specification:
Global Competencies (1)
In addition to the core competencies of Communication Skills, Decision-making and Accountability, Flexibility and Adaptability and Managing Risk the associate should show an aptitude for:
Enhancing Organisational Talent
Embracing Change
Client Orientation
Developing Partnerships
Driving for Results
Decision Making
Global Awareness
Academic / Professional Qualifications (or equivalent qualifiers)
ICS or similar customer service qualification
Primary Location: Edinburgh, Lothian Region, GB
Internal Jobcode: 50883
Job: Asset Servicing
Organization: Global Client Service Delivery-HR06406
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