• Ensure an effective operating model is in place to meet Client SLA obligations.
• Strive to exceed customer expectations, and ensure your team does likewise.
• Investigate and resolve or escalate client issues promptly and support the resolution as necessary.
• Foster strong working relationships with your Client and colleagues to ensure an effective operating model is in place to provide a superior customer service.
• Work with the Registration Assistant Vice President and Client Relationship Manager to identify and address areas for improvement.

• Lead a team to ensure that investor accounts are opened or reviewed accurately, timely and in accordance with regulatory requirements.
• Foster an environment where team members are developed, trained and mentored to bring them to a high level of expertise and service skills, making use of the Training resources provided.
• Identify efficiencies and improvements in processes and controls, and work with Senior Management and peers across the organization to implement enhancements.
• Make sound operational decisions including, but not limited to, work priorities and resourcing requirements, anti-money laundering assessments, risks and controls.
• Handle and resolve complex or unusual operational and resourcing problems that are referred from above and below.

• Support team participation in the completion and implementation of department wide projects and lead local team initiatives as required.
• Act as a point of escalation for team members or colleagues and assist with queries; manage these to resolution, with the support of team management if required.

• Assist more senior colleagues and peers when required to do so and deputise in their absence.
• Promote a positive working environment and be a positive influence on the team.

• Work closely with your team members and manager to communicate your requirements and to understand theirs.
• Ensure all communication with clients or investors is accurate, clear and concise and delivered in a highly professional manner, whether written or verbal.
• Prepare reports for clients or Senior Management on incidents, proposals or other areas as required.
• Work with your direct reports to develop their report writing skills and to ensure that all written communication from the team is of the highest standard.

• Foster a strong culture of control and accuracy within your team, and ensure awareness of and adherence to procedures and key controls at all times.
• Have a good knowledge of provisions of AML regulations and be familiar with and understand regulatory requirements in relation to tax reporting as they affect investor account set-up and maintenance
• Ensure you and your team escalates issues and concerns proactively and timely. Thoroughly investigate issues and propose and implement solutions to prevent recurrence.
• Ensure the team procedures are operationally sound with an emphasis on risk reduction and regulatory compliance; ensure procedures are in place for all tasks.
• Facilitate internal and external audits and ensure all sampling and management input is provided on a timely basis. Ensure items identified by auditors are addressed on time.

• Excellent analytical skills, with the ability to concisely and effectively communicate results of analysis and proposals to senior management and Clients, both verbally and in writing.
• Experience managing a team, processing high volumes accurately against tight deadlines.
• Excellent administrative and organisational skills, with the ability to multi-task, prioritize and to work calmly under pressure.
• Strong attention to detail and risk awareness.
• Good knowledge and practical experience of dealing with Anti-Money Laundering regulations.

• Team oriented and enthusiastic with the ability to work independently and as part of a team.

• Sound procedural, technical and product knowledge of the Transfer Agency business is desired.
• Typically candidate will have 6-8 years’ experience in a similar environment, including at least 1-2 years’ experience in a management capacity.
• Excellent working knowledge of MS Office suite including Word, Excel and Power Point.

• 26 working days holiday plus ‘Birthday Day’ and ‘Disconnect Day’ off.
• Private health insurance
• Generous workplace pension scheme
• Bonus and employee share schemes
• Hybrid working practices
• Financial support for relevant external education / training