/n To provide a high level of front-line customer service to MUFG Corporate Markets clients/Investors/third parties and government agencies./n
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/n This includes: /n
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- Professional and courteous handling of all email enquiries and written correspondence received in LMS client email inboxes and workflow systems;
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- Accurate, efficient and effective processing of email requests as per investor expectations and client service level agreements;
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- Accurate, efficient and timely processing of all written requests, deceased transmissions and off-market transfers in accordance with ASX Listing Rules;
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- Validation and processing of investor transactions;
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- Research and respond to investor enquiries using existing and archived information;
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- Meeting or exceeding all key performance indicators (KPI’s) set for this role;
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- Validation and processing of investor transactions;
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- Investigating processing enquiries from internal stakeholders.
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/n Key Accountabilities and main responsibilities/n
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/n Strategic Focus/n
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- Accurate and timely processing of all registry and employee email enquiries received in LMS client inboxes /n
- Accurate and timely processing of all written correspondence requests received /n
- Meet all agreed client SLA’s targets
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- Supporting LMS Large Holder Group (LHG) with phone contact with nominees/custodians and institutions on record/cut off dates
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- Supporting Investor Research with National Enquiry Log (NEL) management
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- Ensure all transactions are processed within the time frames provided by the ASX Listing Rules or as outlined in Client Service Level Agreements (SLA)
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- Responding to executor/solicitor and broker enquiries /n
- Ensuring CHESS electronic transactions are registered in accordance with ASX and SCH Business Rules
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/n Operational Management/n
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- Efficient and effective service delivery
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- Accurate and timely processing of all insolvency Proof of Debt and Proxy forms
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- Validation and processing of Estate Administration transactions to ensure critical dates are met and client specific requirements are adhered to
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- Prepare Deceased correspondence
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- Photocopy, filing and faxing shareholder information
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- Supporting with statistic/client reporting
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- Achievement of Enlighten business objectives and efficiency targets
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- Support Operational Services Management with process improvement initiatives
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- Facilitate/participate in team meetings, morning huddles and management meetings as required
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- Effectively coordinate and/or resolve any escalated issues and/or shareholder/ issuer feedback or complaints
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- Prepare documents, correspondence, statements and reports for Investors, Government agencies, internal and external stakeholders
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- Support Estates Administration Team Leader in ensuring that Quality & Assurance targets for Estates Administration are achieved
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- Facilitate/participate in various team, project and management meetings as required
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/n People Leadership/n
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- Contribute to the Investor Research/Estate Administration team and support other Ops team members as they strive to achieve their service, development and performance goals
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- Contribute to the training of fellow team members when appropriate
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- Assist with investor reception services /n
- Assisting Team leader/ Manager in maintaining day to day activities /n /n
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/n Governance & Risk/n
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- Adhere to Policies and Procedures
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- Adhere to incident management and reporting guidelines
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- Successful completion of all compliance modules
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/n The above list of key accountabilities is not an exhaustive list and may change from time-to-time based on business needs./n
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/n Experience & Personal Attributes/n
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- Demonstrated ability to meet deadlines and strong KPI track record
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- Ability to work cohesively with team and independently without supervision
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- Strong focus on service and quality orientation
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- Accuracy and attention to detail
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- Understanding and knowledge of those policies and procedures processes relevant to MUFG Corporate Markets Investor Email and Correspondence service offerings
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- Strong organisational skills
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- Robust oral and written communication skills
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- Strong time management and leadership skills
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- Ensure all team procedures and policies are up to date as required to complete all aspects of processing required within the team Flexibility - able to meet demanding deadlines and work additional hours, including weekends, to meet those deadlines, as required