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 and performing any other duties as assigned.

What you will be responsible for:

CLIENT 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 placeReview Know Your Client (KYC) , anti-money laundering (AML) and due diligence documentation of investors for completeness during account onboardingReview and maintain investor information for FATCA and CRS indiciaPerform TA oversight on the subscription, redemption, switch, transfer and distribution processed by the back office team

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 open

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 controlsEnsure an awareness of and adherence to the key TA controls at all timesUnderstand the risk environment within the department and manage appropriately handle, manage and initiate change in the department.

Education & Preferred Qualifications:

Good 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.Excellent administrative, organisational and business support skills, with the ability to multi-task and to work calmly under pressure.Proficient in Microsoft Excel, Macros, ability to use spreadsheets, graphing, tables, calculations and automation efficiently to process large quantities of data relevant to business tasks.Strong written & verbal communication skillsPossess excellent organisational, planning and co-ordination skills.Meticulous and ability to work accurately to tight deadlinesProactive and able to work independently and also together with the teamTypically candidate will have approximately 3 years experience in a similar environment.

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