Transfer Agency Shareholder Services Supervisor
Brown Brothers Harriman
Luxembourg
il y a 6j

The Transfer Agency Shareholder Services Supervisor will be responsible for directing the team with the objective to achieve overall high client satisfaction.

Specifics responsibilities include : be escalation contact for client / investor or inter-departmental queries and assist the Team Leader / Investor Relationship Manger to ensure the team operates efficiently and that deadlines are met.

Achieving this will require people management skills, initiative, attention to detail as well as the ability to delegate and to gain the commitment among team members.

1. Process Enquiries :

  • Assist / Cover the Team Leader in overseeing the day-to-day activities
  • Support the Investor Relationship Manager on operational requests linked to its clients
  • Oversee the processing / validation of all inquiries within agreed internal and external Service Level Agreement’s and that they are logged into the query management database
  • Review of related tasks including but not restricted to client reporting
  • Follow up and escalation of inquiries that remain unresolved outside of agreed Service Level Agreement’s
  • Effectively oversee special processing situations including exceptions that require strong oversight
  • Set up weekly shift 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
  • 2. Client Service :

  • Oversee the accurate preparation of any mailings required for internal or external vendors
  • Remain knowledgeable of changing industry initiatives (attend to presentations, work sessions & personal effort) and educate clients continually through presentations
  • Establish, together with the Investor Relationship Manager and Team Leader service standards and procedures for the department
  • 3. Staff Supervision :

  • Responsible for instituting and reporting on measures to determine the team's performance in meeting these standards
  • Conduct bi-annual performance appraisals and provide regular feedback based on goals for direct reports
  • 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
  • Work with management to address the training needs of the group (including the industry specific topics)
  • Establish successful level of synergy within the department
  • Minimize overtime and implement additional efficiencies as automation projects are completed
  • Education level and / or relevant experience(s) :

  • 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
  • Good knowledge of standard Office applications (Word, Excel and PowerPoint)
  • Other requirements (licenses, certifications, specialized training, physical or mental abilities required) :

  • Knowledge or prior experience of Multifonds is an advantage.
  • A second language is a plus, preferred is German and / or French
  • Ability to work overtime as necessary
  • Full timeLuxembourg

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