Transfer Agency Leader

2 weeks ago

Hong Kong, Central and Western District, Hong Kong SAR China State Street Full time

Key Responsibilities

As a Transfer Agency Leader, you will be responsible for managing resources to ensure all outstanding queries are resolved in a timely manner, emphasizing the importance of quality customer service, including regular contact with clients.

Key Responsibilities

In this role, you will 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.

Key Responsibilities

You will 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.

Key Responsibilities

Additionally, you will ensure regular client calls occur and a client service plan is in place.

Technical Knowledge/Process Improvement

In this role, you will contribute to the retention of existing business and the gaining of new business by demonstrating the organization's systems, processes and capabilities.

Technical Knowledge/Process Improvement

You will ensure that specialist knowledge is kept current and disseminated as appropriate and be aware of possible future developments and trends.

Technical Knowledge/Process Improvement

Proactively, you will identify and act on opportunities to improve current processes to meet the changing requirements of customers, to improve efficiency, or to reduce risk.

Communication

In this role, you will attend and contribute to operational, client, risk, audit and regulatory meetings as required.

Communication

You will communicate relevant information as appropriate up and down the line and escalate where necessary.

Team Management

You will ensure a focus on resource management, including the planning and management of holiday leave, training days and sick leave.

Team Management

Additionally, you will 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.

Team Management

Furthermore, you will 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.

Leadership

In this role, you will 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.

Leadership

You will 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.

Leadership

Additionally, you will manage performance issues and recommend and take appropriate action on a timely basis.

Leadership

Furthermore, you will actively contribute to department staff planning, including recruitment and succession planning and remaining within budgeted staff numbers.

Leadership

You will promote a positive working environment and good levels of team morale.

General

In this role, you will maintain objectivity in handling issues so that matters are addressed in the best interests of the team, the clients and the department.

General

You will deputies for your Manager as and when appropriate and assist more senior colleagues as required.

General

Additionally, you will represent the organisation to external partners such as clients, potential clients and vendors in a professional manner.

General

You will understand and apply HR policies and procedures as required.

General

Furthermore, you will actively contribute to the development and implementation of BCP procedures and controls.

General

You will always ensure an awareness of and adherence to the key TA controls.

General

Additionally, you will understand the risk environment within the department and manage appropriately.

Key Skills

In this role, you will be expected to have strong communication and leadership skills.

Key Skills

You will be a team player and have problem-solving skills.