Job Description

Who we are looking for
Provide management and direction of the team and its resources in order to ensure internal and external client deliverables are met and quality customer service is maintained. A key responsibility will be the hiring, training, motivating, appraising and retention of staff to achieve individual/department goals. In addition a focus is required on change management and risk management and performing any other duties as assigned.
What you will be responsible for:
CLIENT SERVICE

• Manage resources to ensure all outstanding queries are resolved in a timely manner, emphasizing the importance of quality customer service, including regular contact with clients
• Work as an effective team member with other internal providers to meet our ultimate client service deliverables and oversee the preparation and presentation of Key Performance Indicators as required
• Act as a point of escalation for clients with issues or concerns and manage these issues to resolution, with consideration for the internal escalation policy
• Ensure regular client calls occur and a client service plan is in place
• Review Know Your Client (KYC) , anti-money laundering (AML) and due diligence documentation of investors for completeness during account onboarding
• Review and maintain investor information for FATCA and CRS indicia
• Perform TA oversight on the subscription, redemption, switch, transfer and distribution processed by the back office team

TECHNICAL KNOWLEDGE / PROCESS IMPROVEMENT

• Contribute to the retention of existing business and the gaining of new business by demonstrating the organization's systems, processes and capabilities
• Ensure that specialist knowledge is kept current and disseminated as appropriate and be aware of possible future developments and trends
• Proactively identify and act on opportunities to improve current processes to meet the changing requirements of customers, to improve efficiency, or to reduce risk
• Ensure team participation in the completion and implementation of department wide projects as required and to lead local team initiatives
• Participate in data review, including checking and sign-off of work, where controls require Senior Associate sign-off

COMMUNICATION

• Attend and contribute to operational, client, risk, audit and regulatory meetings as required
• Communicate relevant information as appropriate up and down the line and escalate where necessary
• Prepare and properly distribute management information as required and analyse the information to assist in managing both clients and resources
• Attend and actively participate in all team meetings, ensuring communication is open

GENERAL

• Maintain objectivity in handling issues so that matters are addressed in the best interests of the team, the clients and the department
• Deputies for your Manager as and when appropriate and assist more senior colleagues as required
• Represent the organisation to external partners such as clients, potential clients and vendors in a professional manner
• Understand and apply HR policies and procedures as required
• Actively contribute to the development and implementation of BCP procedures and controls
• Ensure an awareness of and adherence to the key TA controls at all times
• Understand the risk environment within the department and manage appropriately handle, manage and initiate change in the department.

Knowledge, Skills & Experience Required

• Good procedural, technical and product knowledge of the Transfer Agency business is desired. This should be complemented with a good understanding of Fund Accounting, Custody and Regulatory background to Funds Industry.
• Excellent administrative, organisational and business support skills, with the ability to multi-task and to work calmly under pressure.
• Proficient in Microsoft Excel, Macros, ability to use spreadsheets, graphing, tables, calculations and automation efficiently to process large quantities of data relevant to business tasks.
• Strong written & verbal communication skills
• Possess excellent organisational, planning and co-ordination skills.
• Meticulous and ability to work accurately to tight deadlines
• Proactive and able to work independently and also together with the team
• Typically candidate will have approximately 3 years experience in a similar environment.

About State Street
Across the globe, institutional investors rely on us to help them manage risk, respond to challenges, and drive performance and profitability. We keep our clients at the heart of everything we do, and smart, engaged employees are essential to our continued success.
We are committed to fostering an environment where every employee feels valued and empowered to reach their full potential. As an essential partner in our shared success, you'll benefit from inclusive development opportunities, flexible work-life support, paid volunteer days, and vibrant employee networks that keep you connected to what matters most. Join us in shaping the future.
As an Equal Opportunity Employer, we consider all qualified applicants for all positions without regard to race, creed, color, religion, national origin, ancestry, ethnicity, age, disability, genetic information, sex, sexual orientation, gender identity or expression, citizenship, marital status, domestic partnership or civil union status, familial status, military and veteran status, and other characteristics protected by applicable law.
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