Team Leader: Investor Services - Tokai at Prescient Holdings (Pty) Ltd

PURPOSE OF THE ROLE

• The Investor Services / TA team provides excellent levels of client service to all investors in a timely and accurate manner.This role will be responsible for overseeing resources, allocation of work training and optimizing processes within the Investor Services processing team. The position requires a strong knowledge of transfer agency processes and must always ensure adherence to both internal and regulatory AML requirements.

DUTIES AND RESPONSIBILITIES

• Lead the operational delivery of the process teams within the Investor Services team and assist in coordinating Investor
• Services functions as part of Prescient Fund Services overall service delivery.
• Operational and Process responsibilities including client service delivery :
•  Leading the teams processing of daily transactions in an accurate and timeous manner within the given deadlines
•  Handling escalated queries and day-to-day problem solving
•  Finding better (more efficient and lower risk) methods for team to perform its function
•  Building relationships with internal and external clients and suppliers
•  Managing and reporting on error rates, productivity levels, pending cases, follow ups, cost to backdate and exception
• reporting
•  Being involved in ad hoc duties and projects from time to time
•  Develop and uphold operations policies and procedures. Responsible for implementing standard operating
• procedures and business rules across teams, processes and systems.
•  Handling escalated queries and day-to-day problem solving
•  Implementing controls to mitigate processing risks and document all procedures, processes, and controls
•  Recommending efficiencies to existing processes and providing input to new processes
•  Handling queries efficiently to ensure resolution of both internal and external client. You will need to build and maintain
• healthy client and counterparty relationships to ensure resolution of settlement issues identified
•  Manage financial losses by ensuring correctness and accuracy of flow of information.
•  Identifying any gaps in controls and processes and putting process improvement suggestions forward in a
• professional manner
•  Be the contact person for Client operational issues
•  Providing ongoing support to the Investor Services Manager
• Team Leadership:
•  Setting clear, concise team/individual goals that are aligned to the functional objectives and to the business strategy
• with the support of the Operations Manager
•  Assist in the evaluation of staff performance on a regular basis, informally and during formal reviews and provide
• effective performance feedback to staff
•  Building and maintaining a positive working relationship with all team members as well as other stakeholders in the
• business
•  Monitoring and measuring production schedules and monthly deliverables within the teams.
•  Managing the teams processing of daily transactions in an accurate and timeous manner within the given deadlines
• Maintaining oversight of day-to-day operations of team and ensuring all team members respond to queries in a
• timely manner.
•  Oversee and contribute to business planning requirements
•  Oversee capacity planning and resource allocation including leave management
•  Training of staff

REQUIRED EXPERIENCE

•  Previous experience in leading a teams of client service consultants and administrators in a related environment is
• essential. 3-5 years related experience required.
•  Strong understanding of the Unit Trust product market
•  Individual will need to have strong leadership ability and influencing skills

REQUIRED QUALIFICATIONS AND SYSTEMS EXPERIENCE

•  Relevant tertiary financial qualification(s), Commerce, Investments, Economics
•  Detailed knowledge of Transfer agency systems

KEY COMPETENCIES

•  Self-starter
•  Ability to work under limited supervision
•  Positive team player who is collaborative and enjoys a team environment
•  Enthusiastic and client centric attitude
•  Strong work ethic
•  High levels of honesty and integrity
•  Diligent and thorough
•  Strong written and verbal communication skills
•  Reliable and trustworthy
•  Strong risk and control focus