Team Leader

The Business:

Investor Communication Solutions (ICS) provides a full range of solutions to local and global banks, brokers and investors for all their shareholder communication needs. These include:

Voting Solutions – Outsource options for custodians on an international and local market level, as well as integrated vote recommendations for investors.

Vote transparency & confirmation – Providing disclosure reporting solutions to meet the ever-increasing need for client and/or regulatory reporting

Basic Purpose:

To ensure the team deliver a world class service to all clients by monitoring the volumes and quality of the client queries within the team. To ensure workload is evenly distributed across the team and all client enquiries are managed within the defined SLAs. To be the first point of escalation for client queries and to promptly address any escalations and/or client concerns.

Job Responsibilities:

1. To provide leadership and support to the Client Service team by monitoring workload, providing day-to-day work direction and resolving technical problems

2. To act as the first line of escalation in making decisions to ensure SLAs are met internally and externally and ensuring key stakeholders are made aware of issues which could attract service fees, reputational damage and client dissatisfaction

3. To monitor the effectiveness of systems, policies and procedures and to make appropriate recommendations to ensure daily operations are efficient and robust

4. To forge good working relationships with internal departments and to keep abreast of system and process changes and developments

5. To maintain and develop client relationships with senior level contacts at clients and to be present for face to face service review meetings as and when applicable

6. To interview and participate in the selection of team members; conducts performance appraisals; sets SMART objectives each year and record progress and development via PMPs; resolve team issues such as work / performance issues that may arise

7. To play an active role in the on-boarding of new custodian and UK Nominations clients

8. To develop, motivate and mentor client service team associates throughout the year and ensure they are aware of the Broadridge strategy and business objectives

9. To develop a close working relationship with the US Client Service team and your counterpart in the US to ensure London Client Services is abreast of system developments, involved in UAT testing and system deploys for ICS platforms

10. To review and analyze team processes to identify areas for continual improvement / automation

11. To train, develop and mentor associates throughout the year to ensure continual development and enhanced product knowledge

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Preferred Qualifications:

  • Industry qualifications e.g. CISI or university degree would be an advantage

Skills/Competencies:

  • Experience of supporting and leading individuals to achieve required service levels
  • Ability to obtain results and exceed client expectations
  • Attention to detail and results focused individual who drives performance through others
  • Ability to collaborate with other peers in other departments to promptly resolve issues
  • Ability to effectively manage upwards as well as managing own workload and driving efficient team performance
  • Ability to support less experienced associates, impart knowledge and work under pressure to tight deadlines during season
  • Excellent communication and management skills with the ability to motivate individuals

Requirements:

  • Typically requires a minimum of 3-5 years of experience in client service and / or sales related role
  • An experienced people leader who has the ability to balance team, task and individual needs and deliver year on year process improvements that compliment world class service delivery
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Equal Opportunity Employer Minorities/Women/Protected Veterans/Disabled


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