This is a varied position with a manager level of responsibility within the Business Operations team, within Investment Manager Services (Hong Kong Region). This Business Operations Officer acts as a primary contact point for all internal/external clients. The team is responsible for monitoring service delivery to both internal and external clients, proactive management of service issues, and the resolution of all client initiated queries. The team is also responsible for trade confirmation, trade process, trade settlement, processing wire transfers, handle trade exceptions, and reporting of trade instructions from clients. The candidate is require to ensure service delivery to both internal and external clients, ensure timely response to client initiated queries, and escalation of any unresolve matters to AVP/team manager for best resolution solution.

The characteristics of this role are:

Provide a high standard of  support to both internal or external clientsEmbrace State Street’s “corporate values” and support a work environment reflective of those valuesEffectively communicate with clients, custodians, brokers, managers, and peers within State StreetBe a strong team player and demonstrate dedication to group and company goalsDemonstrate professional maturity and effective time managementDemonstrate the ability to analyse a problem, obtain and evaluate information, and reach sound conclusions

Prime Functions:

Ensure all internal/external clients’ inquiries are logged and resolved in a timely and satisfactory mannerEstablish strong working relationships with the client service teams providing services for local clients, monitoring their performance and acting as the escalation point on behalf of local clientsEnsure all daily and monthly services are delivered in accordance with relevant client SLA’sEnsure all transactions are processed on a daily basisParticipate in semi-annual broker review meetingsFacilitate new market initiatives setupFacilitate client on-boarding on all aspectsProject initiatives – involvement with regards to future automation within the department as a whole, with a direct objective of increased efficiency, accuracy and productivity. Contribute to team initiatives around audit, risk managementComplete special tasks and projects assigned by the supervisor or manager.Develop Business Continegency Plan to ensure services expectations from clients are always maintained.

Supplemental:

Support the development of a ‘best practice’ Client Service model across IMS Asia PacificEmbrace the implementation of the IMS Global Operating ModelWork effectively with peers locally and across the region to achieve common goals

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