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Supervisor - Investor Services (French/German)

Ref: 9222712

  • €40,000 - €50,000
  • 11 Mar 2021
  • Dublin (Central)
  • Perm

Responsible for assisting overseeing the customer support team within the Investor Contact Centre:
• assisting the effective and efficient management of the customer support team, for the management and resolution of Internal and External enquries from distributors and investors • assisting in providing client statistics and reports • responsible for assisting in process management and quality improvement, adhering to the terms of TA best practice, fund prospectus, internal policies and industry regulations • plan and execute projects in order to minimise risk, increase efficiencies and improve quality • provide coaching and training to existing team members • act as back-up for The Investor Contact Centre’s Manager.

What will you do?
Operational Effectiveness • Supervise the accuracy, timeliness and completeness of all processes • Assist monitoring of incoming calls and emails within the general e-mail boxes • Ensure timely issue of contract note and statement requests • Ensure acknowledgement and responses to investors and distributors are within agreed SLA time-scales of clients • Ensure all queries are managed through CRM application in a timely manner to facilitate timely resolution • Develop standard templates for acknowledgement, feedback and answers if applicable • Assist in the collation and reporting KPIs on call centre metrics. Risk Management • Mitigate financial/reputational risk by ensuring appropriate controls are developed and maintained in compliance with regulatory requirements or company policies • Assist in defining standards and procedures to be put in place • Obtain satisfactory results in all internal and external audits • Assist in ensuring the ongoing training and development of staff on operating procedures and regulatory requirements. Human Resources Management and Development • Provide support to new-hires and administrators within the team • Provide leadership to the group through effective communication and active participation. Client Service, Sales and Relationship management support<5>/b • Ensure all queries are resolved timely and in a business professional manner • Acts as within the Investor Contact Centre as point of contact for escalated internal issues in absence of management.
Must have:
• Post-secondary education with an accounting/finance or business concentration or equivalent experience • Ability to speak French or Italian fluently (please indicate proficiency in CV) • Excellent experience in call centre environment of a Transfer Agency or financial services industry in an operations environment • Knowledge in MS Office applications (Word and Excel) • Specific knowledge: BLS and/or SARA Knowledge is an asset • Good communication, presentation and negotiation skills • Management and leadership capabilities • Proven organisational and time management skills. For more details, please contact James O’Donnell on 01 5927883 or [email protected]