Client Relationship Support Specialist

To assist members of the CRM team in various location along with the managing the complete BAU (e.g. mail request, keeping track on monthly, daily, and weekly activities, Work allocation and prioritization, client escalation) with minimum supervision of a team leader. Candidate should be able to streamline the daily operations to ensure efficiency and adherence to the SLA. The specialist should be able to communicate with the people throughout the organization, able to solve the problems and improvise as needed and adept at estimating and managing time for a variety of tasks. Candidate will be playing vital role between the management and team members and will be responsible to drive a friendly and professional culture in the team. The role needs to work in rotational shifts starting at 3:30 AM for APAC and from 11.30 AM for EMEA.

Key Accountabilities and main responsibilities

Strategic Focus

Under direct supervision of a team leader/manager, effectively manage the BAU in accordance with the client’s requirements; CRM requests, or Team members queries, as assigned to you, ensuring all day planning are professionally and thoroughly planned, correctly delivered on time, and within the given timeframe by:

• Documenting each activity for new business transitions & any exceptions.
• Identifying areas requiring risk management.
• Preparing professional and thorough internal process management documentation; (including checklist, risk management strategies, assignment of roles and responsibilities statement, and mailbox management and/or service level agreements);
• Establishing and managing controls and procedures to mitigate risks;
• Ensuring that all the mailbox is clear by the EOD.
• Reporting to the client in a timely and professional manner; and,
• Effectively managing costs associated with each project.
• Timely review of SOP and ensure all the process documents are update with all the latest updates.
• Cross train in multiple process and switch whenever situation arises.
• Responsible for the new joiners training plan and access tracker.
• Understanding compliance and adhere to all legislative, procedural, industry, financial and client specific procedures, where relevant, to minimise risk and escalate non-adherence as per the escalation matrix.
• Identify opportunities for process improvements that positively impact efficiencies and customer experience.
• Support and assist other team members as and when required.
• Take meeting minutes.
• Complete mandatory training by the required due date and participate in training relating to changes in procedures, company policy, values, cross skilling and updates to tools and systems used by the business.
• Ensure that your individual targets and objectives are achieved
• Provide superior service, ensuring service and quality standards are met and to minimise re-work.
• Responding to correspondence to process and deadline
• Maintain relevant systems/data base.
• Help with preparation of correspondence, presentations, reporting as per business requirements.

Operational Management

• Conducting investigations on counterparties for any adverse information, reputational risk issues, inappropriate practices, or behaviour on the part of the counterparty.
• Conducting risk assessments and applying risk categories to new counterparties.
• Highlight and investigate if there is any instance with counterparties for any adverse information, reputational risk issues, inappropriate practices, or behaviour on the part of the counterparty.
• Ensure escalation matrix is followed in any such events or issues identified.

People Leadership

• Assisting junior members of staff with queries and guide them wherever required.
• Conducting ‘4 eye’ checks.
• Assisting the team leader with their day-to-day tasks.
• Handling queries from the business pertaining to on-boarding and remediation.
• Standing in for the Manager in their absence.
• Participate as a positive member of the team and maintain good working relationships with colleagues, including cooperating with others to achieve the team’s goals, providing support and assisting other teams across the business as required.
• Partner effectively with cross functional teams, including Australian teams, ensuring clear communication and knowledge sharing.
• Collaborate closely with the team and the broader organisation to achieve shared goals, treating all colleagues and clients as valued partners.

Governance & Risk

• Maintain level of accuracy
• Complete assigned task as per provided SLA.
• SOP maintenance.
• Identify Risk and have thorough control in place.
• Internal audit.
• Uniformity of knowledge across team.
• CI/Automation Ideas.
• Adopt a risk management culture, and effectively limit risk exposure to MUFG Corporate Markets with strategies to mitigate risk.

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

• 5 years and above experience in Financial / Capital Markets, preferably in Transfer Agency operations with Basic Knowledge of Capital Markets / Financial Market product.
• Working knowledge of Microsoft Office programs (Outlook, Word, Excel, PP)
• Good time management skills and the ability to work with support / guidance.
• Demonstrates awareness of good customer service
• Ability to work as a team and under supervision. Demonstrates good teamwork ethic, showing willingness to assist peers and take on additional tasks.
• Takes ownership of role, responsibilities, and impact on the wider team
• Demonstrates willingness for self-improvement and professional development.
• Ability to maintain a high degree of accuracy and attention to detail.
• Skilled in problem solving and implementing practical solutions.
• Proactively responds and adapts to change – supports and influences strategies to enable business transformation and enhancement.
• Excellent written & verbal communication to engage with people at all levels of the organisation and build strong relationships and trust with clients and internal stakeholders.
• Excellent organization skill - ability to multi-task in a high-pressure environment
• Attention to detail – ensures accuracy and efficiency of daily tasks and high personal standards in all work areas.
• Takes ownership and pride of quality of work delivered to ensure exceptional client focused approach.