Transfer Agent - Investor Services, Associate 2 (m/f)

Your Role

The Investor Services Associate 2 is the focal point for the day-to-day of the Investor Services department. By demonstrating excellent communication skills, a team-oriented approach and by successfully handling multiple demands from external parties or the management line, the Associate 2 will deliver a high quality of service to all clients in line with the company's targets and expectations.

The successful candidate will work independently but also as part of a team. The candidate will also work on improving established guidelines and practices by consulting with the Manager where clarification or exception may be required.

The Investor Services Associate 2 will provide support, escalation route when necessary to manage and resolve any queries received from external and internal parties.

The Investor Services Associate 2 plays a supporting role to Customer Services Managers and drives operational excellence by implementing and embedding a continuous culture of improvement.

Your Team

The Investor Services team answers all queries received via phone, email, facsimile and post from shareholders, brokers or financial intermediaries, as well as fund promoters and fund management companies.

Your Responsibilities

    Answer to all phone calls and queries in the most accurate manner within the time frame given by our clients.

    Be prepared to achieve and strive to exceed minimum standards in line with KPIs, SLAs & Key Result Areas, both in terms of quality, productivity and accuracy of information given to the customer.

    Process data to produce reports and ad-hoc documents requested by internal and external parties.

    Acknowledge complaints received form external parties and resolve the matter within the legal timeframe.

    Propose updates of procedures and job aids to ensure the documents are kept up-to-date.

    Ensure awareness of and adherence to the key TA controls at all times.

    Actively participate in the training/coaching of junior team members to strengthen their knowledge and improve their daily organization.

    Participate in completion and implementation of projects as required.

    Participate in data review, including checking and sign-off during control process.

    Communicate relevant information as appropriate up and down the line and escalate where necessary.

    Comply with the regulatory regimes in which IFDS operates, with particular consideration given to relevant Client Asset, Data Protection and Financial Crime Prevention regulations, as appropriate to the above role.

Your Profile

    University Degree - Business education or equivalent is an asset.

    2-3 years' relevant working experience in Financial Services / Investor Services or Banking sector.

    Technical and product knowledge of the Transfer Agency business is required.

    Experience in a similar environment, management/supervisory capacity.

    Advanced computer skills (MS Office: Excel, Word, PowerPoint, Access and Outlook).

    Very good organizational skills in order to meet deadlines

    Ability to work under pressure, to work independently and as part of a team, under pressure while maintaining high accuracy and quality standards also with large work volumes/multiple demands from external parties or the management line.

    High accuracy and quality standards, analytical and process thinking skills.

    Proactive and able to work independently and as part of a team.

    A clear and analytical methodical approach to problem-solving; administrative and organizational skills; meet tight deadlines with initiative and team-oriented spirit.

    Client orientated.

    Fluent in English (written & oral).

    Other European Languages (German / French / Italian) considered advantageous.

    Adhere to existing procedures and controls in place and eager to learn.