Job Summary

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. 

Job Duties and Responsibilities

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 clients

• Work 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 required
• Act as a point of escalation for clients with issues or concerns and manage these issues to resolution, with consideration for the internal escalation policy
• Ensure 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 capabilities
• Ensure that specialist knowledge is kept current and disseminated as appropriate and be aware of possible future developments and trends
• Proactively identify and act on opportunities to improve current processes to meet the changing requirements of customers, to improve efficiency, or to reduce risk
• Ensure team participation in the completion and implementation of department wide projects as required and to lead local team initiatives
• Participate 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 required
• Communicate relevant information as appropriate up and down the line and escalate where necessary
• Prepare and properly distribute management information as required and analyse the information to assist in managing both clients and resources
• Attend and actively participate in all team meetings, ensuring communication is open
• Actively 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 leave
• Ensure 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 to
• Foster 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 goals
• Support 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 team
• Monitor 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 regard
• Manage performance issues and recommend and take appropriate action on a timely basis
• Actively contribute to department staff planning, including recruitment and succession planning and remaining within budgeted staff numbers
• Promote 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 department
• Deputies for your Manager as and when appropriate and assist more senior colleagues as required
• Represent the organisation to external partners such as clients, potential clients and vendors in a professional manner
• Understand and apply HR policies and procedures as required
• Actively contribute to the development and implementation of BCP procedures and controls
• Ensure an awareness of and adherence to the key TA controls at all times
• Understand the risk environment within the department and manage appropriately handle, manage and initiate change in the department.

Knowledge, Skills & Experience Required 

• Excellent 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 PowerPoint
• Strong written & verbal communication skills
• Possess excellent organisational, planning and co-ordination skills.
• Ability to work accurately to tight deadlines
• Proactive and able to work independently and as part of a team
• Sound 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 3years experience in a similar environment. 

Core Competencies

• Accurate and Precise
• Team Oriented
• Organised
• Personable
• Flexible
• Self-reliant
• Enthusiastic
• Excellent communications skills