Transfer Agency Shareholder Services Supervisor
RESPONSIBILITIES:
- Process Enquiries
- Assist/Cover the Manager and/or Team Leader in overseeing the day-to-day activities of the team
- Oversee the processing/validation of all inquiries within agreed internal and external Service Level Agreements and that they are logged into the query management database
- Review of related tasks including but not restricted to client reporting
- Follow up and escalation of inquiries that remain unresolved outside of agreed Service Level Agreements
- Effectively oversee special processing situations including exceptions that require strong oversight
- Set up weekly shift rota in conjunction with the various tasks and skill set of the team members
- Review and discuss with the Manager and/or Team Leader any issues that require escalation
- Ensure that policies and procedures are adhered to on a daily basis and have this evidenced
- Actively participate and work with the Client Service Managers and Production Support in the launch of any incremental business
Client Services
- Oversee the accurate preparation of any mailings required for internal or external vendors
- Remain knowledgeable of changing industry initiatives (attend to presentations, work sessions personal effort) and educate clients continually through presentations
- Establish, together with the Manager and Team Leader service standards and procedures for the team.
Staff Supervision
- Responsible for instituting and reporting on measures to determine the team's performance in meeting these standards
- Conduct bi-annual performance appraisals and provide regular feedback based on goals for direct reports
- Participate in the interview and selection process for job applicants, assist new staff members in learning job specific tasks
- Organize and perform the cross-training of staff on all aspects of Transfer Agency Data and Transaction Processing functions to develop depth and breadth of knowledge
- Work with management to address the training needs of the group (including the industry specific topics)
- Establish successful level of synergy within the team
- Minimize overtime and implement additional efficiencies as automation projects are completed
REQUIREMENTS:
Education level and/or relevant experience(s)
- BA/MS degree and/or equivalent work experience
- Minimum of 6 years of Transfer Agency experience, 3 years of which must be in a similar function
- Prior experience working in a client servicing focused work environment
Knowledge and skills (general and technical)
- Proven ability in people management, and ability to delegate and to gain the commitment among team members
- Experience in planning, initiating and following through to meet objectives
- Ability to coordinate across departments/functions when needed to handle specific client requests
- Ability to identify, recommend and implement improvements to existing processes
- Attention to detail and proven ability to handle complexity
- Ability to work effectively under pressure and demonstrate initiative
- Proven ability to communicate effectively both verbally and in writing
- Proven ability to adapt to change and problem solving
- Good knowledge of standard Office applications (Word, Excel and PowerPoint)
Other Requirements
- Knowledge or prior experience of Multifonds is an advantage.
- Mandarin fluency is a must
- Ability to work overtime as necessary
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