Customer Operations Director

5 days ago

Kowloon, Kowloon City, Hong Kong SAR China Computershare Hong Kong Full time
Compensation and Benefits

The estimated salary for this role in Hong Kong is around HKD 500,000 - 700,000 per annum, depending on experience.

Job Description

This office-based position at Computershare Hong Kong offers a supportive approach to wellbeing and continuous learning opportunities in a friendly and inclusive workplace.

As the Customer Operations Manager - Securities Transfer, you will oversee the day-to-day share transfer process, ensuring smooth operations of securities transactions, handling complicated cases, escalating potential fraud cases, updating regulatory requirements, and ensuring all transactions comply with regulations.

Responsibilities
  • Securities Transfer Operations
    • Process transfer requests within service level agreements and ensure compliance with regulatory requirements.
    • Liaise with various teams (Operations, Investor Services, Client Facing, Legal and Compliance) and external parties (brokers and shareholders) to facilitate seamless securities transactions.
    • Review transfer documents for corporate holders and approve transfers above threshold.
    • Monitor overall performance of the share transfer process, ensuring high-standard service delivery to shareholders and management satisfaction.
  • Process Improvement & Support
    • Drive initiatives to support new product development.
    • Enhance operational efficiency by collaborating with internal stakeholders through process streamlining and improvement.
    • Develop and review operational procedures, oversee reporting, and control for the whole share transfer process.
  • Risk Management
    • Track and assess key performance indicators as part of the control assessment to maintain an acceptable risk level in the daily operating environment.
    • Escalate exceptions and non-conformities resulting from legacy practices and processes.
    • Address escalated matters according to relevant handling procedures and code of conduct.
    • Identify signs of potential issues, near misses, and red flags to resolve inherent or emerging risks.
  • Team Development
    • Lead internal communication efforts through regular meetings, announcements, and reports.
    • Cross-train team members to upskill their skillsets and support between teams during peak seasons.
    • Conduct weekly performance meetings with the Offshore Team to review task performance and ensure productivity meets management expectations.
Requirements

You will be a degree holder, preferably with a background in the banking or securities industry. You will have experience in a supervisory capacity and working in an operations role. You will be self-motivated with a strong sense of responsibility and highly adaptable in harmonizing your experience with our culture.

Strong problem-solving and strategic thinking skills are valuable in succeeding in this role. Excellent communication and writing skills in English and Chinese are required. Additionally, you should have the eagerness to grow your career in the share registry industry.

What We Offer

We offer flexible work arrangements to help you balance work and lifestyle. Our health and wellbeing rewards can be tailored to support you and your family. You can invest in our business by setting aside salary to purchase shares in our company, and we will contribute as well. We also provide extra rewards ranging from recognition awards and team get-togethers to helping you invest in your future.

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