Transfer Agency, Senior Associate

  • Competitive
  • Hong Kong
  • Permanent, Full time
  • State Street
  • 16 Dec 17 2017-12-16

State Street 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

State Street

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