Job Description

Who we are looking for

Provide management and direction of the team and its resources in order to ensure internal and external client deliverables are met and quality customer service is maintained.  A key responsibility will be the hiring, training, motivating, appraising and retention of staff to achieve individual/department goals. In addition, a focus is required on change management and risk management.

Why this role is important to us

The team you will be joining is a part of State Street Global Services (SSGS). SSGS gives asset owners and managers access to the essential financial tools they need to deliver effective investment solutions. From core custody, accounting, fund administration and shareholder recordkeeping, to complete operations solutions and servicing for alternative assets like OTC derivatives, private equity and real estate, SSGS’ tools help our clients make better investment choices and act on growth opportunities.

Join us if making your mark in the financial services industry from day one is a challenge you are up for.

What you will be responsible for

As Transfer Agency, Senior Associate you will

CUSTOMER SERVICE

Manage resources to ensure all outstanding queries are resolved in a timely manner, emphasizing the importance of quality customer service, including regular contact with clientsWork as an effective team member with other internal providers to meet our ultimate client service deliverables and oversee the preparation and presentation of Key Performance Indicators as requiredAct as a point of escalation for clients with issues or concerns and manage these issues to resolution, with consideration for the internal escalation policyEnsure regular client calls occur and a client service plan is in place

TECHNICAL KNOWLEDGE / PROCESS IMPROVEMENT

Contribute to the retention of existing business and the gaining of new business by demonstrating the organization’s systems, processes and capabilitiesEnsure that specialist knowledge is kept current and disseminated as appropriate and be aware of possible future developments and trendsProactively identify and act on opportunities to improve current processes to meet the changing requirements of customers, to improve efficiency, or to reduce riskEnsure team participation in the completion and implementation of department wide projects as required and to lead local team initiativesParticipate in data review, including checking and sign-off of work, where controls require Senior Associate sign-off

COMMUNICATION

Attend and contribute to operational, client, risk, audit and regulatory meetings as requiredCommunicate relevant information as appropriate up and down the line and escalate where necessaryPrepare and properly distribute management information as required and analyse the information to assist in managing both clients and resourcesAttend and actively participate in all team meetings, ensuring communication is openActively participate in your chosen Focus Group

TEAM MANAGEMENT

Ensure a focus on resource management, including the planning and management of holiday leave, training days and sick leaveEnsure procedures are operationally sound with an emphasis on risk reduction and compliance issues, that they are in place for all tasks and that they are adhered toFoster an environment where team members are developed, trained, coached and mentored to bring them to a high standard of knowledge and quality, making use of the Training Pathways provided. Focus on development opportunities for your Associate 2’s with Staff and ensure that time is made available to focus on non-operational management aspects of role through the delegation of tasks where appropriate.Develop and assign team goals and objectives which are in line with overall organizational goalsSupport and champion team integration within the department along with interdepartmental and organizational integration

LEADERSHIP

Using corporate PPR tools, actively participate in the performance appraisal process with your direct reports and monitor overall timeliness of completion for the entire teamMonitor individual and team performance and provide regular feedback throughout the year to your direct reports and provide support to Associate 2’s with staff in this regardManage performance issues and recommend and take appropriate action on a timely basisActively contribute to department staff planning, including recruitment and succession planning and remaining within budgeted staff numbersPromote a positive working environment and good levels of team morale

GENERAL

Maintain objectivity in handling issues so that matters are addressed in the best interests of the team, the clients and the departmentDeputies for your Manager as and when appropriate and assist more senior colleagues as requiredRepresent the organisation to external partners such as clients, potential clients and vendors in a professional mannerUnderstand and apply HR policies and procedures as requiredActively contribute to the development and implementation of BCP procedures and controlsAlways Ensure an awareness of and adherence to the key TA controlsUnderstand the risk environment within the department and manage appropriately handle, manage and initiate change in the department.

What we value

These skills will help you succeed in this role

Problem solving, team player, communication well, new Client on-boarding, leadership skill and client service skill

Education & Preferred Qualifications

Bachelor’s degreeChinese (Cantonese and Mandarin) and English is requiredExcellent administrative, organisational and business support skills, with the ability to multi-task and to work calmly under pressure.Excellent working knowledge of MS Office suite including Word, Excel and PowerPointStrong written & verbal communication skillsPossess excellent organisational, planning and co-ordination skills.Ability to work accurately to tight deadlinesProactive and able to work independently and as part of a teamSound procedural, technical and product knowledge of the Transfer Agency business is desired. This should be complemented with a good understanding of Fund Accounting, Custody and Regulatory background to Funds Industry.Typically, candidate will have approximately 5 years’ experience in a similar environment, including at least 1-2 years’ experience in a management/supervisory capacity.

About State Street

What we do. State Street is one of the largest custodian banks, asset managers and asset intelligence companies in the world. From technology to product innovation we’re making our mark on the financial services industry. For more than two centuries, we’ve been helping our clients safeguard and steward the investments of millions of people. We provide investment servicing, data & analytics, investment research & trading and investment management to institutional clients.

Work, Live and Grow. We make all efforts to create a great work environment. Our benefits packages are competitive and comprehensive. Details vary in locations, but you may expect generous medical care, insurance and savings plans among other perks. You’ll have access to flexible Work Program to help you match your needs. And our wealth of development programs and educational support will help you reach your full potential.

Inclusion, Diversity and Social Responsibility. We truly believe our employees’ diverse backgrounds, experiences and perspective are a powerful contributor to creating an inclusive environment where everyone can thrive and reach their maximum potential while adding value to both our organization and our clients. We warmly welcome the candidates of diverse origin, background, ability, age, sexual orientation, gender identity and personality. Another fundamental value at State Street is active engagement with our communities around the world, both as a partner and a leader. You will have tools to help balance your professional and personal life, paid volunteer days, matching gift program and access to employee networks that help you stay connected to what matters to you.

State Street is an equal opportunity and affirmative action employer.

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