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Senior Analyst, Shareholder Services

Ref: 9220307

  • €68,500 - €78,500
  • 12 Dec 2019
  • Dublin (Central)
  • Perm



Senior Analyst, Shareholder Services

PURPOSE
The incumbent will hold a senior position within Transaction Management (TM) ensuring the team provides high quality service through the management of day-to-day TM activity. The individual will ensure there is a superior level of service maintained at all times. The individual will be responsible for resolving complex client issues and preparing analysis and proposed solutions to Senior Management. Working within the department management team, there is a requirement to review and roll-out the department’s strategic vision and operating model. The incumbent is responsible for building a complete end-to-end process and impact analysis for all assigned projects identifying synergies between external and internal projects at department level. The role includes active monitoring/control validation and escalation of issues involving the TM processing hubs.
PRIMARY RESPONSIBILITIES
• Act as a senior point of contact for Partner/complex clients. Work with relevant teams, internal and external, to manage queries and issues to completion, keeping the client informed at all times. • Compile and review all responses to queries and chase further information as appropriate, dealing directly with the client using a consultative partnership approach to answering all client enquiries as experts in their field. • Provide a high level of service by ensuring the team responds promptly and accurately to daily client queries. Provide required support to the team acting as a Senior Escalation Point. • Support and attend Oversight forums as Senior SME oversight to ensure that there is a robust Oversight framework in place for outsourced TM activities. • Work with relevant teams to review analysis (BRD), plan, implement and roll-out process changes, review and enhance current processes; implement best practices and new features, automate and standardise where possible. • Ensure all queries are logged as received via MyClientView. • Act as an escalation point for client complex TM queries that arise, monitoring through to completion. • Ensure that all client-received information is documented, archived and update on a regular basis (Prospectus, fees agreements etc.). • Proactively identify process improvement opportunities and execute on their implementation to enhance our service and value proposition for our clients. • Develop and maintain professional and productive working relationships with all business partners; working alongside them to ensure a successful resolution of client issues. • Participate in and contribute to client team meetings conducted by Service Assurance. • Anticipate issues and proactively work to address concerns before they escalate. • Advise line manager of all significant issues, suggest resolution where possible and escalate to the SAM as appropriate. • Ensure use of Issue Tracker is accurate and detailed. • Ensure adherence to Compliance Policy. • Assist regulatory activities under the TM team. • Actively participate in the TM department management team meetings. • Actively participate in any other relevant client change programs and projects, as required. • Support the broader Client Operations team in meeting key objectives, as required. • Manage own training requirements, assisting in creating a flexible and focused team that is able to effectively manage a broad set of responsibilities in an efficient and risk-averse manner. • Identify opportunities for increasing efficiency and productivity and share with line manager. • Participate in cross-training for developmental and back-up purposes (i.e.) internal / external meetings, sick days / vacation coverage.