Job Description
/n Description/n Overview/n /n /n To provide a high level of front-line customer service to MUFG Corporate Markets clients/Investors/third parties and government agencies./n /n /n This includes: /n /n /n /n 1. Professional and courteous handling of all email enquiries and written correspondence received in LMS client email inboxes and workflow systems; /n 2. Accurate, productive and effective processing of email requests as per investor expectations and client service level agreements; /n 3. Accurate, efficient and timely processing of all written requests, deceased transmissions and off-market transfers in accordance with ASX Listing Rules; /n 4. Validation and processing of investor transactions; /n 5. Research and respond to investor enquiries using existing and archived information; /n 6. Meeting or exceeding all key performance indicators (KPI’s) set for this role; /n 7. Validation and processing of investor transactions; /n 8. Investigating processing enquiries from internal stakeholders. /n /n /n /n Key Accountabilities and main responsibilities/n /n /n Strategic Focus/n /n /n /n
- 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 /n
- Supporting LMS Large Holder Group (LHG) with phone contact with nominees/custodians and institutions on record/cut off dates /n
- Supporting Investor Research with National Enquiry Log (NEL) management /n
- Ensure all transactions are processed within the time frames provided by the ASX Listing Rules or as outlined in Client Service Level Agreements (SLA) /n
- Responding to executor/solicitor and broker enquiries /n
- Ensuring CHESS electronic transactions are registered in accordance with ASX and SCH Business Rules /n /n /n /n Operational Management/n /n /n /n
- Efficient and effective service delivery /n
- Accurate and timely processing of all insolvency Proof of Debt and Proxy forms /n
- Validation and processing of Estate Administration transactions to ensure critical dates are met and client specific requirements are adhered to /n
- Prepare Deceased correspondence /n
- Photocopy, filing and faxing shareholder information /n
- Supporting with statistic/client reporting /n
- Achievement of Enlighten business objectives and efficiency targets /n
- Support Operational Services Management with process improvement initiatives /n
- Facilitate/participate in team meetings, morning huddles and management meetings as required /n
- Effectively coordinate and/or resolve any escalated issues and/or shareholder/ issuer feedback or complaints /n
- Prepare documents, correspondence, statements and reports for Investors, Government agencies, internal and external stakeholders /n
- Support Estates Administration Team Leader in ensuring that Quality & Assurance targets for Estates Administration are achieved /n
- Facilitate/participate in various team,
project and management meetings as required /n /n /n /n People Leadership/n /n /n /n
- 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 /n
- Contribute to the training of fellow team members when appropriate /n
- Assist with investor reception services /n
- Assisting Team leader/ Manager in maintaining day to day activities /n /n /n /n Governance & Risk/n /n /n /n
- Adhere to Policies and Procedures /n
- Adhere to incident management and reporting guidelines /n
- Successful completion of all compliance modules /n /n /n /n The above list of key accountabilities is not an exhaustive list and may change from time-to-time based on business needs./n /n /n /n /n /n Experience & Personal Attributes/n /n /n /n /n /n
- Demonstrated ability to meet deadlines and strong KPI track record /n
- Ability to work cohesively with team and independently without supervision /n
- Strong focus on service and quality orientation /n
- Accuracy and attention to detail /n
- Understanding and knowledge of those policies and procedures processes relevant to MUFG Corporate Markets Investor Email and Correspondence service offerings /n
- Strong organisational skills /n
- Strong oral and written communication skills /n
- Strong time management and leadership skills /n
- 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 /n /n /n /n /n /n /n /n /n