- Perform regular review processes and appraisals of the team.
- Instils a client focus in the core operation, consistently meeting agreed client service levels and proactively managing and exceeding client expectations.
- Monitor service level standards and provide senior management with reporting as well as maintain an environment where processes and controls are monitored.
- Handle and resolve operational and managerial issues that arise.
- Oversee and assist the team with performing day to day service desk activities including account opening, AML/KYC, deal processing etc.
- Following up in case of issues with service delivery. Ensuring timely reporting and escalation of any incidents to management.
- Ensure that procedures, policies and processes are adhered to so that a high quality service is delivered to the customer. Propose and/or implement procedural changes to improve performance of the department or of related business areas.
- Development and maintenance of relationships with local clients acting as the local point of contact for client issues/queries.
- Conduct regular reviews of SLAs, KPIs, procedures and checklists.
- Overseeing regular sampling reviews by Quality Assurance teams, ensuring any findings are addressed and controls/procedures are updated accordingly.
- Work closely with groups internally to deliver client specific projects as well as wider projects in the region ensuring adherence to internal policy and standards.
- A good understanding of the client service model, business strategy, structure and product offering.
- Strong level of communication with all levels of staff including local and global management.
- Strong strategic leadership and thought process.
- Strong risk, control and problem-solving skills.
- Strong leadership and people development skills, able to develop diverse teams.
- 5+ years of experience in a related role. Extensive experience in a similar environment.
- In-depth Transfer Agency operations and technology knowledge including the Financial Services regulatory environment.
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PA2024348 TA Service Desk Manager, Japan - Tokyo, 日本 - SS&C Technologies Holdings
説明
Job Description
Opportunity snapshot:
The Service Desk Manager will be based out of our Tokyo, Japan office and will be responsible for the day to day activities of the service desk team based here including transfer agency, investor AML, and client servicing for our offshore transfer agency clients with Asian based distribution requirements. The role will include performing day to day tasks pertinent to the department's activity as well as a strong focus on client relationship, day to day client services and general management matters.
Direct reports:
The role will be responsible for leading a small service desk team in Japan with the team reporting into this individual.
Role Responsibilities:
Skills and Competencies:
