Transfer Agency Service Delivery Manager

Posted 23 January 2023
Job type Contract/temporary
Discipline Financial Services
Contact NameMaree Mullally

Job description

What you need to know

We are currently seeking a Transfer Agency Service Delivery Manager for our global financial services client, based in Dublin (hybrid working available).

As the TA Service Delivery Manager, you will actively manage and develop the day-to-day relationships, maintaining regular contact with 2-4 clients, acting as liaison with clients and operational areas.

This is a 12-month contract position with some potential for permanency.

Your new job
Key duties & responsibilities:

  • Liaise with clients, investors, trustees, auditors, third parties and other departments on operational and administrative issues to ensure client expectations are met and any issues are identified, tracked and resolved.

  • Co-ordinate resolution of issues acting as the central point of contact for problem definitions, actions required, timelines, resource and delivery.

  • Provide effective reporting, both internally and externally covering KPIs, issues logs etc including the collation, validation analysis and presentation of information.

  • Communication of issues and service failures to management as required.

  • Monitor activity and departmental processes to ensure adherence to service levels, procedures and regulatory requirements.

  • Accurate and timely preparation of the client monthly and ad-hoc invoices and their payment. Oversee all regular and bespoke reporting in accordance to SLA.

  • Manage day to day relationship with the Client.

  • Manage the collation of all escalation & query logging, providing regular analysis on volumes and trends

  • Manage communication of events and issues to client oversight/compliance team in accordance to documented escalation matrix and associated follow up/tracking.

  • Deliver monthly KPI reporting & commentary to agreed turnaround.

  • Support the Manager of Service Delivery / Senior Service Delivery Manager’s with all required business changes and development as defined by the Client and ensure that essential costings for such changes are both accurate and timely

  • Provide local representation to the Client presenting a professional approach at all times and ensuring that risks to both the company and the Client are minimised.

  • Deliver all internal revenue reporting requirements.

  • Demonstrate personal responsibility for escalating and resolving concerns/incidents in line with TA Escalation Guidelines and TA Incident Escalation and Management process.

  • Continually look for re-engineering and process improvement opportunities at a process, client or industry level.

What are we looking for?

  • At least 5 years’ experience in transfer agency or similar

  • A good understanding of the investment operations including business processing and regulatory activities

  • Customer service focus

  • Flexible and adaptable and promotes change effectively

  • Good attention to detail

  • Strong desire for excellence with a conscientious approach

  • Proactive nature

  • Well organised and focused in order to meet tight deadlines and client expectations

  • Effective team worker

  • Highly developed interpersonal and communications skills

  • Ability to operate across functional and divisional boundaries, including at senior level

Please apply using a CV in Microsoft Word format, thank you.

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Please note that due to the expected high volume of applications we can only reply to applicants suitable for the position. In the interest of protecting your data and informing you of your rights we will notify you should we retain your information by issuing an acknowledgement email and a request for consent where not already expressly given.