Transfer Agency Shareholder Services Supervisor
il y a 1 semaine
What You Can Expect At BBH:
If you join BBH you will find a collaborative environment that enables you to step outside your role to add value wherever you can. You will have direct access to clients, information and experts across all business areas around the world. BBH will provide you with opportunities to grow your expertise, take on new challenges, and reinvent yourself—without leaving the firm. We encourage a culture of inclusion that values each employee’s unique perspective. We provide a high-quality benefits program emphasizing good health, financial security, and peace of mind. Ultimately we want you to have rewarding work with the flexibility to enjoy personal and family experiences at every career stage. Our BBH Cares program offers volunteer opportunities to give back to your community and help transform the lives of others.
Join us as Transfer Agency Shareholder Services Supervisor
In this role you will be responsible for managing the end-to-end resolution of client and investor enquiries in a timely manner to achieve excellent client satisfaction. This includes overseeing the tasks outsourced to other offices. Specifics responsibilities include timely response to all queries, be the escalation contact for client / investor or inter-departmental queries, support the Team Leader on client projects, attend client meetings / calls, review or implement processes to improve the efficiency of the team.
Achieving this will require in-depth operational knowledge and attention to detail, strong organizational skills, initiative, as well as the ability to gain the commitment among team members and from peers across teams.
Main Responsibilities:
Client Service
- Respond to client (and investor) TA related inquiries
- Assist the Team Leader in overseeing the day-to-day activities of the department
- Oversee the processing / validation of all inquiries within agreed internal and external Service Level Agreement’s and ensure they are logged into the query management database
- Review of related tasks including but not restricted to client reporting
- Oversee, follow up and escalate inquiries that remain unresolved outside of agreed Service Level Agreement’s
- Set up weekly rota in conjunction with the various tasks and skill set of the team members
- Review and discuss with the Manager and or Team Leader any issues that require escalation
- Ensure that policies and procedures are adhered to on a daily basis and have this evidenced
- Actively participate and work with the Client Service Managers and Production Support in the launch of any incremental business
Project Management
- Effectively oversee special processing situations including exceptions that require strong oversight
- Management
- Establish, together with the Manager and Team Leader service standards and procedures for the department
- Organize and perform the cross-training of staff on all aspects of Transfer Agency Data and Transaction Processing functions to develop depth and breadth of knowledge in the team
- Work with management to address the training needs of the group (including industry specific topics)
- Establish successful level of synergy within the department
- Minimize overtime and implement additional efficiencies as automation projects are completed
- Responsible for instituting and reporting on measures to determine the team's performance in meeting these standards
- Remain knowledgeable of changing industry initiatives (attend to presentations, work sessions & personal effort) and educate clients continually through presentations
- As the team supervisor you will be responsible for overseeing and working closely with a small work team
- The role will involve working closely with, and providing support to Team Leaders and Managers to ensure that client satisfaction and deadlines are met
- The role will also involve working with clients and shareholders to resolve queries and issues
Education level and relevant experience required:
- BA/MS degree and/or equivalent work experience
- Minimum of 5 years of Transfer Agency experience, 2 years of which must be in a similar function
- Prior experience working in a client servicing focused work environment
- Knowledge and skills (general and technical)
- Proven ability in people management, and ability to delegate and to gain the commitment among team members
- Experience in planning, initiating and following through to meet objectives
- Ability to coordinate across departments/functions when needed to handle specific client requests
- Ability to identify, recommend and implement improvements to existing processes
- Attention to detail and proven ability to handle complexity
- Ability to work effectively under pressure and demonstrate initiative
- Proven ability to communicate effectively both verbally and in writing
- Proven ability to adapt to change and problem solving
Other requirements
- Knowledge or prior experience of Multifonds is an advantage.
- A second langua
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