Job Details

The Asset Data team is responsible for the setting up and maintenance of all assets in under administration by the business, other duties include setting up and maintenance of new products and completing back-office housekeeping tasks such as changes of account numbers & assisting with custody delivery instructions.

The candidate must act as an integral part of the team to ensure that the performance and quality parameters are met. A key responsibility within this role is that customer care is proactively considered, emphasis is placed on provision of service excellence and value to our clients, and to ensure work is right first time.

Key Responsibilities

Performance Management

• Undertake all activities to process customer service request in accordance with procedures and guidelines
• Liaise with fund houses and other relevant parties to chase outstanding documents or information to process the customer’s request
• Liaise with appropriate internal technical authorities to resolve queries raised to the team, including the identification of where different query types should be re-directed if necessary.
• Checking own work and others’ work, to ensure that it complies with quality standards and meets customer’s expectations
• Participating in Continuous Improvement activities to improve the timeliness, quality, or cost of delivering services to the customer. This includes analysis of team errors with a view to review and tighten procedures and processes to mitigate the risk of future errors occurring.
• Responsibility of maintaining up to date and useful procedure notes for the team, with suggestions put forward if these should be improved or amended.
• Ensure that personal and team statistics are up to date and accurate and can be delivered to TL and manager in a useful format when requested.
• Ensure that all work across the team is undertaken in a timely manner, in compliance with service standards and customer expectations, including responsibility to re-distribute or assist with work if necessary for a good customer or colleague learning outcome.
• Management of the team mailbox, to distribute work in a manner that is prompt, fair and relevant to team skillsets and growth.
• Liaising with internal business partners to ensure that the team’s work is compliant with policies and requirements
• Ensure that all processes are performed to a high-quality standard, whilst also being confident and capable in dealing with system input and queries that require advanced knowledge or outside the box solutions.
• Delivery of team training, and support provided to colleagues inside and outside the team to drive growth and understanding.
• Assist in undertaking project work on behalf of the team where required by the business.
• Identity IT issues, and raise these using the appropriate channels, with effective time management skills used to chase for an outcome if necessary.

Result Focused

• Accountable for processing all client requests within the agreed timescales, escalating concerns promptly, and providing recommended solutions
• Communicating positively within the team, as well as building positive relationships around the business.
• Regular analysis and awareness of own and team data from Ability 6 & quality monitoring.

Risk Management

• Ensure key risks which are identified through quality and complaints RCA, are included in risk framework and plan for mitigation of these risks.

Key Tasks

Key Requirements

• Customer focused
• Influencing
• Listens to others and talks honestly
• Owns their decisions – makes decisions and delivers
• Able to deliver with/through others
• Team player
• High energy and drive – self-starter, motivated
• Decisive
• Positive attitude
• Professional
• Flexible