Job Description
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Description
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Overview
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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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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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Key Accountabilities and main responsibilities
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n Strategic Focusn
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Accurate and timely processing of all registry and employee email enquiries received in LMS client inboxes
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Accurate and timely processing of all written correspondence requests received
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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
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Ensuring CHESS electronic transactions are registered in accordance with ASX and SCH Business Rules
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n Operational Managementn
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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 Leadershipn
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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
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Assisting Team leader/ Manager in maintaining day to day activities
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n Governance & Riskn
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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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Experience & Personal Attributes
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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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Strong oral and written communication skills
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Robust 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
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