Administrator, Registry Operations
Hcmn Cx_1001 · Australia
Overview
To provide a high level of front-line customer service to MUFG Corporate Markets clients/Investors/third parties and government agencies.
This includes:
- Professional and courteous handling of all email enquiries and written correspondence received in LMS client email inboxes and workflow systems;
- Accurate, efficient and effective processing of email requests as per investor expectations and client service level agreements;
- Accurate, efficient and timely processing of all written requests, deceased transmissions and off-market transfers in accordance with ASX Listing Rules;
- Validation and processing of investor transactions;
- Research and respond to investor enquiries using existing and archived information;
- Meeting or exceeding all key performance indicators (KPI’s) set for this role;
- Validation and processing of investor transactions;
- Investigating processing enquiries from internal stakeholders.
Key Accountabilities and main responsibilities
Strategic Focus
- Accurate and timely processing of all registry and employee email enquiries received in LMS client inboxes
- Accurate and timely processing of all written correspondence requests received
- Meet all agreed client SLA’s targets
- Supporting LMS Large Holder Group (LHG) with phone contact with nominees/custodians and institutions on record/cut off dates
- Supporting Investor Research with National Enquiry Log (NEL) management
- Ensure all transactions are processed within the time frames provided by the ASX Listing Rules or as outlined in Client Service Level Agreements (SLA)
- Responding to executor/solicitor and broker enquiries
- Ensuring CHESS electronic transactions are registered in accordance with ASX and SCH Business Rules
Operational Management
- Efficient and effective service delivery
- Accurate and timely processing of all insolvency Proof of Debt and Proxy forms
- Validation and processing of Estate Administration transactions to ensure critical dates are met and client specific requirements are adhered to
- Prepare Deceased correspondence
- Photocopy, filing and faxing shareholder information
- Supporting with statistic/client reporting
- Achievement of Enlighten business objectives and efficiency targets
- Support Operational Services Management with process improvement initiatives
- Facilitate/participate in team meetings, morning huddles and management meetings as required
- Effectively coordinate and/or resolve any escalated issues and/or shareholder/ issuer feedback or complaints
- Prepare documents, correspondence, statements and reports for Investors, Government agencies, internal and external stakeholders
- Support Estates Administration Team Leader in ensuring that Quality & Assurance targets for Estates Administration are achieved
- Facilitate/participate in various team, project and management meetings as required
People Leadership
- 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
- Contribute to the training of fellow team members when appropriate
- Assist with investor reception services
- Assisting Team leader/ Manager in maintaining day to day activities
Governance & Risk
- Adhere to Policies and Procedures
- Adhere to incident management and reporting guidelines
- Successful completion of all compliance modules
The above list of key accountabilities is not an exhaustive list and may change from time-to-time based on business needs.
Experience & Personal Attributes
- Demonstrated ability to meet deadlines and strong KPI track record
- Ability to work cohesively with team and independently without supervision
- Strong focus on service and quality orientation
- Accuracy and attention to detail
- Understanding and knowledge of those policies and procedures processes relevant to MUFG Corporate Markets Investor Email and Correspondence service offerings
- Strong organisational skills
- Strong oral and written communication skills
- Strong time management and leadership skills
- 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