Investor Services Admin - Edinburgh, United Kingdom - Talent Solution TAPFIN

Talent Solution TAPFIN
Talent Solution TAPFIN
Verified Company
Edinburgh, United Kingdom

2 weeks ago

Tom O´Connor

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Tom O´Connor

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Description
Talent Solution TAPFIN Edinburgh, United KingdomPosted 2 hours ago Contract £14 per hour

  • Investor Services Administrator Edinburgh/ HybridUp to £13.50 per hour12 Month Contract
  • Likely extensionsOur client are currently seeking an experienced Investor Services Administartor to join their team in the Edinburgh office/remote working, this contract will be for 12 months with a review to be extended. Role
  • Purpose
  • Working within a UKTA Investor Services Contact Centre primarily dealing with inbound telephone enquires with focus on managing and servicing calls from Investors. The calls will cover retail and institutional investors and telephone dealing could form part of the role from time to time. Whilst the phone work is the primary focus there will be cross over into other areas of UKTA such as the Correspondence team, this will be at the discretion of the Management team. There will also be an element of outbound calls to investors. The services will typically support multiple Asset Managers with a range of products (OEICS, Unit Trusts, ISAs, Investment Trusts) and there will be quality controls and oversight and maker/checker processes in place.
  • Principal Accountabilities
  • Impact on the Business
  • Be the voice of the customer, maintaining open and transparent communication with customers
  • Be a partner of choice for Business Partner in delivering superlative support and service
  • Alert all key stakeholders on high risk, sensitive customer complaints that impact the Group's reputation and participate in steps taken to remedy process, policy, systems as applicable.
  • Key role for the delivery of a cohesive service to our clients and their investors.
  • Day to day processing of activities within the department to ensure that all tasks are processed in accordance with agreed procedures and controls and in accordance with relevant fund parameters.
  • Understanding of the business and keeping abreast of development in the market.
  • Suggest and implement improvements to the Transfer Agency processes and procedures in consultation with the Supervisor.
Customers / Stakeholders- Best in class service delivery in managing telephone enquiries across a range of stakeholders

  • Resolution of customer requests within the framework of Customer Fairness Principles
Teamwork- Ensure consistent delivery across all customer-facing teams

Operational Effectiveness & Control- Adherence to the daily operation policy and procedure, no breach in Company's policy

  • Ensure escalation process is adhered too.
  • Ensure adherence to procedures and FIMs including Compliance policies and Internal Controls.
  • Ensure new business or new processes are understood.
  • Be aware of the business practices and processes associated with the role, and act in a manner that takes account of operational risk considerations.
  • Be aware of the Operational Risk scenario associated with the role, and ensure that all actions during your employment with take account of the likelihood of operational risk occurring.
Major Challenges- Maximising client satisfaction whilst maintaining a stable and controlled service model in a challenging environment.

  • Ensuring consistency in the process across Clients.
  • Keep abreast with the latest development in the rules and regulations by the regulators of the various markets and to identify the implications involved to the current processes.
  • Effectively mitigate identified Operational Risks.
  • Comply with Group's Statutory Audit standards.
  • Ensure quality and productivity standards are maintained.
Role Context

  • Environment of the Role
  • A dynamic role providing the job holder with exposure to key Stakeholders.
  • With the expansion of the product into the UK Market, the business is expected to go through a period of significant growth which will be followed by a period of stability.
  • The GDTA team plays a very important role in HSS Edinburgh's service differentiation and ultimate client satisfaction.
  • This role operates in a time critical environment and is required to be fully aware of processing of other UKTA activity such as dealing, settlement etc.
Management of Risk

  • The jobholder will ensure that risk controlled quality service to our customers and their shareholders is at the heart of everything we do, both personally and as an organisation.
  • The jobholder will also continually assist the Management in reassessing the operational risks inherent in the business. Any actions to address risks if any should be driven by the jobholder in conjunction with the actions formulated by the Management.
  • Observation of Internal Controls
  • The jobholder will also adhere to and be able to demonstrate adherence to internal controls. This will be achieved by adherence to all relevant procedures, keeping appropriate records and, where appropriate, by the timely implementation of internal and external audit points, including issues raised by external regulators.
  • This will be achieved by adhering to all relev
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