Job Description Location: Hong Kong In this office-based position you'll experience a supportive approach to your wellbeing and continuous learning opportunities in our friendly and inclusive workplace. Find out more at computershare.com/flex.
We give you a world of potential We are currently recruiting for a Senior Manager, Cou to join our Investor Services team. Investor Services Department is a first-line business division with Computershare responsible for servicing our customers and shareholders at Counter/Inquiry Office.
The department plays a critical role to communicate and maintain relationships between various stakeholders, acting as a channel between Listed Issuers and their corresponding shareholders, receive and validate transfer requests at Counter Office, provide support and explanation on different kind of inquiries, corporate activities, deceased estate handling, maintain the accuracy of the books of registrar of shareholders.
A role you will love This is an exciting role where the incumbent will oversee the day-to-day operations of the Counter and Inquiry Office, handle potential complaints, ensure excellent customer service by addressing inquires and resolving issues promptly, and manage transfer requests compliance with regulatory requirement.
Additionally, the Senior Manager is also responsible for ensuring a high level of performance and customer service performed by the Counter/Inquiry Office, conduct regular training sessions for team members and work closely with other departments to facilitate smooth operations.
Some of your key responsibilities will include: - Resolve problems, complaints, or sensitive issues effectively at Counter/Inquiry Office.
- Provide excellent shareholder services whilst maintaining positive relationships with customers and shareholders.
- Enhance operational and customer service efficiency by working with relevant internal stakeholders through process streamlining and improvement.
- Take up projects and drive initiatives where assigned to and support new product development.
- Develop and review Counter and Inquiry operational procedures, oversee reporting and control for the whole Counter and Inquiry process.
- Monitor workflow and resource allocation to meet operational objectives.
- Track and assess key performance and control indicators as part of the control assessment to help the Counter and Inquiry Office maintain an acceptable risk level in the daily operating environment.
- Act as point of escalation of exception and non-conformities resulting from legacy practices and processes.
- Address escalated matters in accordance with relevant handling procedures, code of conduct and ensure timely follow up and until satisfactory closure of the matter.
- Identify signs of potential complaint or issue, near miss and red flags in resolve any inherent or emerging risks.
- Lead internal communications efforts through active communications to team members including regular meetings, announcements and reports.
- Cross train team members to upskill and develop team knowledge
What will you bring to the role?
You are a degree holder, preferably with working experience in the Financial services industry. You will have proven supervisory experience with a background in customer service. You are customer-centric and have a strong understanding of customer needs. You have excellent communication skills to provide clear verbal and/or written communications in response to shareholder inquiries. You may also require tact and diplomacy when dealing with challenging shareholders, complaints and sensitive issues. Where supporting continuous improvement or project related activities, the role holder will need to clearly and effectively communicate across teams.
Other key skills required for the role include: - The ability to understand how the wider team works together to achieve their team and department goals and objectives
- Have the ability to identify, train and develop leaders within the Investor Services Department.
- Strong problem solving skills with analytical thinking and decision making, also ability in conflict resolution.
- Fluency in English, Cantonese and Mandarin
- Eagerness to join and grow their career within the Share Registry industry
For more information relating to this position, please contact Noriel Forsythe (Senior Talent Acquisition Partner) or Tony Lai (Hiring Manager) and their contact details below.
If this sounds like a role and team you'd love to be a part of, apply today!
About Us A company to be proud of We're a global leader in financial administration with over 12,000 employees across more than 22 different countries. At Computershare, it's more than just a job, our open and inclusive culture means that we will help you to grow, to move forward and make the most of our world of opportunities.
A diverse and inclusive place to work At Computershare we value diversity and welcome applications from everyone, believing that an equal and inclusive culture is key to excellent results. One of the greatest advantages for our organisation is the talent and diversity of our people and we strive to ensure all our employees have an equal opportunity to contribute their ideas, bring their personality to their work and showcase their skills. For support with accommodations or adjustments during our recruitment process please visit computershare.com/access for further information.
Computershare is an equal opportunity employer. Qualified applicants will receive consideration for employment regardless of race, color, religion, sex, sexual orientation, gender identity or expression, national or ethnic origin, age, disability, protected veteran status, or other characteristics protected by applicable law.
About the Team Since 1978, we've been trusted by companies around the globe to manage their shareholder registry, corporate actions and shareholder meetings and we're now the number one transfer agency in the world. As client needs evolved, so has our portfolio of services; extending our Issuer Services into equity and entity governance services to companies both public and private worldwide. Careers in Issuer Services could mean anything from assisting shareholders with their portfolios, enabling access to global markets or helping clients deliver on their equity and entity compliance requirements everywhere they operate.