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Manager - Shareholder Services

Ref: 9220321

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


PURPOSE
The successful candidate will be responsible for delivering a high quality service to the Dublin Shareholder Services clients. The Manager will be expected to manage and monitor the completion of daily queries, as well as handling complex queries, responding accurately and timely and within agreed SLA’s (Service Level Agreements). The role will also involved the ongoing management of the shareholder services component of the client relationship through these daily interactions and as the client contact for project, change and client meetings within the department. The individual will also usually pay a key role in servicing Strategic Clients, as well as their Distributors and Investors. Finally, a key responsibility is the management of staff, their performance, identification and fulfilment of their development needs, retention and motivation to ensure their individual, team and departmental objectives are met.
PRIMARY RESPONSIBILITIES
OPERATIONS
• Processes- workflow planning (fund events/ audits) , taken accountability for what is going on in the team, reviewing the workflow to ensure no issues and escalating, checking off on the checklist, daily huddles and end of day shout outs. • People- Developing work team and individual employee skills and capabilities, no negative mind set, monitoring and providing feedback on day to day performance • As a Manager within the Department, reporting directly to the Senior manager of the the Department, operate independently when dealing with matters of escalation, complaints, errors, staffing issues, etc, so as to be in a position to deputise for the Head of the Department or senior manager when required. • Provide an exceptional client experience every time, by promptly and accurately responding to all queries received into the team and in accordance to our SLA’s per client. • Act as Client Representative within Shareholder Services as requested. • Advise manager of all issues, ensuring closure of same and suggest resolution where possible.
EXPERIENCE
Essential
• A minimum of 3 years’ experience in a Shareholder Services management role, with preference for a candidate with management experience in a number of functional areas within Shareholder Services • A further 3-5 years’ experience in a Shareholder Services environment, again with preference for candidates with experience in a number of shareholder services functional areas. • 3rd level degree or equivalent would be beneficial.
TEAMWORK / EFFICIENCY
• Ensure the training objectives of the team and organisation are communicated and carried out, ensuring that the benefits of the training carried out are measured and communicated ad-hoc but also within the performance appraisal process. • Encourage and work with your direct reports (including supervisory staff) to ensure each member has a fair workload and achieves their daily deliverable. The use of checklists and the ability to produce checklists to support these successes is paramount. • Ensure a culture of ownership, responsibility and respect for all team members. • Experience in Client management. • Knowledge of and experience of other Shareholder Services systems. • A proven track record in business process continuous improvement and ability to demonstrate change management would If you’re interested in this or other financial services jobs, please contact John Howe on 01 662 1000 or email j.howe@brightwater.ie