Under the supervision of the Dealing Manager, the Associate 2 is the focal point for the day-to-day administration and supervision of the daily dealing operations within the Shareholder Services department.
The Associate 2 works closely together with the Dealing Manager in ensuring that operations, processes and client communications are dealt with efficiently, accurately and professionally.
The Associate 2 needs to function at all times as a team player and ensures that other team members follow her / his example.
Communication -The ability to send and receive messages using different methods so that they are conveyed and understood as intended
Is able to adapt communication style to suit different audience sizes.
Consistently uses positive language to encourage constructive dialogue.
Accepts and gives feedback in a positive and timely manner.
Effectively listens and contributes in meetings.
Effective at influencing others and negotiating effective outcomes.
Writes clearly, precisely and keeps to the point.
When appropriate ensures colleagues are updated on key activities.
Is able to challenge information in an appropriate manner.
Exercises discretion and sensitivity to different attitudes and perceptions.
Understands and manages the likely impact of their emotions on others.
Deals with challenges and reacts fittingly, even when under pressure.
Communicates effectively and efficiently with colleagues and customers.
Accountability - Takes responsibility for the completion of objectives and tasks within budget, holding themselves accountable for their actions and the consequences of them
Takes responsibility for consequences of own actions.
Is able to communicate decision making rationale in constructive and non-defensive manner. Effectively completes own objectives within required timescales and budgets.
Demonstrates a proactive and results focused approach.
Ensures proactive ownership of incidents until final resolution.
Can articulate the link between corporate and divisional objectives.
Initiates sharing of ideas, processes, client requirements and knowledge with others.
Problem Solving - Analysing and evaluating information in order to arrive at and draw conclusions that can be implemented to resolve difficult issues
Investigates problems in a logical manner to establish the root cause.
Takes action to prevent known problems recurring.
Takes ownership of a problem until an appropriate solution is obtained.
Evaluates all facts / data and considers impacts of possible solutions before implementation. Clearly communicates facts relating to issues / problems.
Measures the effectiveness of implemented solutions and communicates to all relevant parties.
Deals with performance (process / system) issues quickly and openly.
Leverages the ability and judgement to know when and how to escalate and solve issues and or problems before they become critical.
Knowledge, Technical Skills and Continuous Learning - Specific knowledge, skills and qualifications needed to achieve required performance standards in a role
Achieves and can display competency in technical or specialist knowledge of industry, systems and regulatory requirements.
Proactively shares learning with others.
Holds relevant specialist or industry qualification or has achieved competence through work / career experience.
Proactively defines and develops own personal development goals with Senior Manager.
Responds positively to all development opportunities that arise.
Actively seeks development opportunities.
Is able to seek and receive feedback from team members / colleagues on performance and apply learning to enhance performance.
Understands the importance of remaining up-to-date with regulatory training.
Quality Focus Quality driven with a pride in delivering excellence
Evaluates current service levels and seeks to make improvements to quality delivered.
Evaluates own performance and seeks to continually improve the level of quality delivered. Demonstrates an understanding of the IFDS brand and acts to preserve and enhance its value.
Reviews procedures and adopts a policy of continuous improvement through quality initiatives.
Customer Focus - Effective relationships with internal and external clients and their customers. Being responsive to client needs in a timely and professional manner
Leads by example in promoting a customer-focused environment across teams / divisions.
Actively works with internal / external customers to define their needs and seeks ways to add value and continually improve service.
Asks focused questions to assess the customers product or service requirements.
Proactively addresses differing customer requirements.
Responds to customer feedback in a timely manner and offers solutions.
Maintains customer relationships.
Seeks continual improvement to meet or exceed customer needs / service levels.
Manages customer expectations in line with business priorities / service levels.
Integrity - Honest and able to admit mistakes and take responsibility for your actions. You do not make excuses or blame others and will say what you think.
You use judgment and have a consideration for others
Treats colleagues in a fair, equal and consistent manner.
Demonstrates open and honest behaviour and builds trust among colleagues.
Exercises discretion and sensitivity to different attitudes and perceptions.
Shows consideration for the needs and understands the impact on others when making decisions.
Tackles and addresses issues appropriately.
Teamwork - Working in co-operation with other people in a way that maximises personal effectiveness, encourages teamwork and achieves the required outcomes
Manages personal tasks as required to achieve the team’s or project objectives.
Works in partnership with other groups in the organisation and promotes co-operation.
Proactively supports colleagues to achieve tasks.
Encourages trust among team members.
Encourages an environment for colleagues to request assistance in order to achieve a task. Identifies issues and considers actions aimed to resolve them.
Initiative - Actively influences events; seeks opportunities and acts on them; originates action without being asked to do so
Consistently seeks opportunities to improve personal performance, contributing to improved divisional performance.
Generates ideas to improve personal and team effectiveness.
Identifies and implements changes / processes to apply lessons learnt.
Flexibility - Willingness to successfully adapt to changing demands and conditions. Adapting your behaviour to meet the needs of others as well as yourself
Positively adapts to meet any changes required within role, tasks or responsibilities to meet business requirements.
Demonstrates a commitment to corporate change.
If required, is able to work and apply skills in other business areas.
Recognises and takes responsibility for implementing change.
Understands impacts of change and plans accordingly.
Assists the Manager on initiatives and projects to encourage changes (best practices).
Planning & Organisation - Ability to effectively plan the way services are delivered so that all activity is directly related to providing quality services and meeting the expectations of our clients
Is able to plan, organise and monitor the successful completion of objectives / workload for themselves.
Reprioritises effectively to achieve workload within required timescales.
Makes appropriate people aware when timelines are not going to be met.
Effectively prioritises work to ensure team / division / corporate goals are met.
Displays excellent organizational skills in order to meet deadlines and maintain complete documented records.
Commercial Awareness - Has a clear understanding of the IFDS corporate goals. Takes a commercial approach to all activity, looking for further revenue, challenging costs
Demonstrates commitment to IFDS corporate goals.
Suggests opportunities for revenue / cost savings that do not impact service levels / Key Performance Indicators.
Understands the commercial impact of a disruption to service.
Senior Responsibilities Responsibilities that distinguish the senior position from the junior position
The Senior Leader knows what, when and how to delegate to allow team members to develop job skills on internal and external client processes, requirements and structures.
Plays a supporting role to the Manager and acts as back-up if necessary.
Qualifications and Experience Education requirements, previous experience, language requirements, computer skills
The Associate 2 is typically vocationally qualified with at least two years relevant working experience in Transfer Agency or Financial Services. (2-4 years).
Has at least successfully attained their final second-level education exams (BAC+ 2 minimum) or equivalent professional qualification.
Excellent communication skills, fluent in English (written and oral) and one other European language.
Other European languages are considered advantageous.
Good to advanced computer skills (MS Office : Excel, Word, Power Point, Outlook).
FUNCTIONAL TASK DESCRIPTION
Demonstrate logical, analytical, critical and process thinking to identify, analyse and evaluate complex problems / issues.
Initiate problem recovery, correction strategies, procedural and process enhancements; takes concrete steps to prevent and to reduce error reoccurrences in the future.
Display ability to assist, to develop and to propose the related creative and cost-effective solutions.
Recognize the importance of accuracy and high standards of quality during monitoring and execution dealing tasks.
Strongly adhere to existing procedures and controls in place and pro-actively react when foreseeing issues; ensure that procedural / system changes are updated into the team procedures.
Ensure team members adhere to existing procedures and controls in place and are fully comfortable with them to ensure timely and accurate completion of all the assigned and delegated tasks and responsibilities.
Ensure that the quality of service provided to each client is in line with the expectation set in the Operating Memorandum.
Participate actively in new fund launch, conversion, system changes - e.g. review documentation, co-ordinate risk and legal issues resolution, act and monitor on associated set-
up / testing requirements for the dealing team.
Respond to enquiries from different counterparties (e.g. internal departments, client enquiries ).
Ensures that all enquiries are followed and resolved accurately in a timely manner.
Provide constantly cross training and ensure knowledge sharing within the team to enable a full functional coverage within dealing department at all time.
Always validate team knowledge on training provided.
Provide support and oversight on outsourced services.
Ensure that all provided system accesses are fully functional at all time.
Know how to navigate and work through all the different applications used / available for work within Dealing.
Assist in co-ordinating coverage for holidays and vacation of the staff members.