Operations Manager Transfer Agency
07 February 2019
Web Ref : 468
Purpose of the Role: The focus of the Operations Manager Transfer Agency is to provide leadership, oversight and control to the Transfer agency processing and client services teams to ensure client delivery at all times. Duties and Responsibilities: • Key responsibility is to lead and manage the Transfer Agency Administration and Client Service teams to ensure high levels of client service and operational delivery, as well as to manage financial losses by ensuring correctness and accuracy of flow of information • Oversee capacity planning and resource allocation including leave management • Monitoring and measuring production schedules and monthly deliverables within the teams. Managing the teams processing of daily transactions in an accurate and timeous manner within the given deadlines • Responsible for leading and guiding the Team Leader as well as direct people management of some areas of the Administration and Client Service area. The Operations Manager is responsible for the overall delivery of these all functions within the Transfer Agency team • Providing direction to the team regarding deliverables and the management of KPA’s • Ensuring staff are trained and able to perform in the role • Assist with the recruitment and retention of A players in the Transfer Agency and Life Administration environments • Assist in the evaluation of staff performance on a regular basis, informally and during formal reviews and provide effective performance feedback to staff • Ensure strong day to day management, ongoing cross training and development of people in the team • Enhance and establish processes that promote a healthy team culture and supportive of a client centric work environment • Implement measures to reduce risks and errors in the teams • Oversee and contribute to business planning requirements • Develop and uphold operations policies and procedures • Handling escalated queries and day-to-day problem-solving dealing with queries efficiently to ensure resolution of both internal and external client queries (in conjunction with the Client Delivery team) • Build and maintain healthy client and counterparty relationships to ensure resolution of settlement issues identified Qualifications: • Related Financial/Investment/Commercial qualification Skills/Competencies and experience: • Min 5 - 8 years in a leadership role where you have been involved in leading and driving operational/client service teams to success within the Unit Trust/MANCO/LISP industry • Strong understanding of the MANCO operational environment • Individual will need to have strong leadership ability and influencing skills Key Competencies: • A positive and enthusiastic outlook • Strong interpersonal and client relationship skills • Ability to prioritize and manage time • High levels of self-confidence, assertive as well as healthy levels of EQ • Excellent written and verbal communication skills • Self-motivation • Structured work style and attention to detail
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