Description:
Reporting to the Client Services Team Manager you will be responsible for managing multiple clients and ensuring that all aspects of the service are maintained as per the Client agreements in relation to Transfer Agency.
The department provides a third party fund administration service to numerous fund management companies covering the full range of shareholder servicing functions including dealing, registration, settlements, distributions, commissions and statements.
The key responsibilities of the role include:
- Day to day delivery of all TA Services to the client.
- Work with Operational Partners in producing daily/weekly/monthly deliverable control checklists and ensure all targets and deadlines are met.
- Maintain Client Service levels, for dedicated clients, by ensuring timely and accurate delivery of information and work products and manage projects for Clients.
- Provide technical expertise for the development of new TA Products and develop SLD’s with your clients for the take on of these new products and services
- Participate / leads client due diligence visits
- Oversees the timely completion and publication of monthly reporting including calculating KPI levels and review of monthly reporting packs to Consultant / Client
- Responsibility for vetting all incident reports prior to release to RM's/Clients and ensuring all items are added to the daily client incident log
- Work with internal departments to evaluate and implement changes in proposed new regulations and to ensure that all current requirements are met
- Manage client issues ensuring appropriate resolution, including regular liaison with Global, Relationship Managers and other Operational Managers to provide a seamless service.
- Escalate items to functional team leaders, Manager, CSDM or Relationship Manager as appropriate as well as act as an escalation point to Operations and the Fund Service Centre in escalating issues to management as appropriate.
- Be pro-active in communication with Clients, providing suggestions for operational efficiencies, process improvements, and improvements to customer experience or reductions in costs.
Skills/ Qualifications:
The successful candidate will benefit from having:
- Operational experience in a Transfer Agency role
- Track record of building and maintaining strong client relationships
- Strong planning and organisation skills with the ability to work on own initiative
- Ability to review and resolve complex issues in a timely manner
- Ability to work under pressure meeting challenging deadlines