The Shareholder Services Team Leader will be responsible for the day to day running of the team with the objective to achieve total client satisfaction.
Specifics responsibilities include : serving as the key contact person for client / investor and inter-departmental coordination for enquiry, issue following up and projects, assist Managers to ensure the team operates effectively and efficiently and that deadlines and standards are met.
Achieving this will require a high potential caliber with strong communication and inter-personal skills, self-motivated, results orientated, attention to detail, sensitivity to risk, good problems solving skill, ability to operate independently but equally a good team player.
Client Servicing and Enquiries Handling
Handle and follow-through all day-to-day enquiries as received from clients / investors
Establish solid contacts with all areas and all levels at clients’ organizations and act as an effective escalation for clients
Drive project or business initiatives including but not limited to new fund launch or to onboard new client process implementation
Adherence to internal policies and procedures and have them properly evidenced.
Ensure client specifications such as SLAs, agreements, fund documentation or operating memorandum are closely adhered, followed and properly documented.
Proactively work with internal functions / departments to ensure requests, issues are being promptly and appropriately executed addressed and resolved.
Proactive coordination with BBH Service Delivery, Client Service Managers and Relationship Managers to convert business insights into valuable or meaningful propositions for BBH and our clients
Responsible for instituting and reporting on measures to determine the team's performance in meeting these standards
Conduct performance appraisals and provide regular feedback based on goals and career development plans for direct reports
Organize and perform cross-training of staff on all aspects of Transfer Agency to develop depth and breadth of knowledge
Work with management to address training needs of the team to ensure knowledge enrichment and skill sets alignment to business needs
Participate in the interview and selection process for job applicants, assist new staff members in learning job specific tasks
Establish successful level of synergy within the department
Ensure succession planning and coverage at all times
KNOWLEDGE & SKILLS
BA / MS degree and / or equivalent work experience
5+ years of Transfer Agency experience and / or relevant financial industry experience
Prior experience working in a client servicing focused work environment
Experience in planning, initiating and following through to meet objectives
Adaptability to work in an international organization
Attention to detail and proven ability to handle complexity
Ability to work effectively under pressure and demonstrate initiative
Good knowledge of standard Office applications (Word, Excel and PowerPoint)
Knowledge or prior experience of Multifonds is an advantage.
Fluency in Japanese and English languages are required. Additional Asian language is a plus
Full timeHong Kong