Operations Team Leader

Overview

The primary objective of the Team leader is to lead a customer focused team committed to the provision of a high-quality service achieving SLA’s. Having strong knowledge on transfer agency/registration and capital market products. Provide Leadership support in meeting Teams and Organisational objectives. Manage departmental projects and build working environment more flexible for the team.

Key Accountabilities and main responsibilities

Strategic Focus

• This role will include the functions like Share Dealing - Share Plans Service, Transfer Agency/Registrations, Settlements and Reconciliations. The incumbent needs to understand the laws of the region supported and perform day to day work in accordance to procedure set for an activity.
• Responsible to manage operations of the team in a timely manner including but not limited to, Static Data Maintenance, Placing Dealing, Open Accounts of Clients, Update / Amend Client’s personal information, Reporting, Performing Settlement and Reconciliation for the activity on the account.
• Monitor and drive team and individual performance against agreed KPI’s consistently
• Manage team resources by ensuring availability and punctuality of team members
• Regularly review work practices/procedures to identify opportunities to improve quality and/or productivity.
• Manage escalations and seek to resolve them to the satisfaction of the customer and client
• Monitor the work of team members to ensure that the team is compliant with legal, regulatory, policy and business requirements
• Encourage an environment of transparency and need based information sharing within the team, by implementing regular team meetings and communication processes
• Manage the performance of team members by coaching, providing regular & constructive feedback on performance, and completing performance management processes within agreed timeframes
• Assist other teams across the business as required
• Provide career counselling and development opportunities for team members by discussing their career goals and current training needs, and supporting learning through personal development plans and training
• Excellent interpersonal skills - ability to network and earn confidence of diverse client personnel management of Link group India based operations team
• Ability to work under pressure, handle multiple priorities and work as part of the team
• Take leadership role in independently managing back office operations
• Client Management - establish self as a valued partner and work closely to achieve goals defined
• Help knowledge management endeavor by sharing process knowledge and best practices within the teams
• Lead various quality initiatives across processes managed
• Responsible for Business continuity, transformation, and various audits

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

People Leadership

• Prepare documentation, process transactions, and perform other tasks related to control and reconciliation
• Managing a team between 8-10 people
• Conducting monthly 1:1 with team members
• Set up the objectives and goals for team members, and provide feedback whenever needed
• Assisting the Ops Manager with their day-to-day tasks
• Standing in for the Ops Manager in their absence
• Monitor and process pending items, correcting discrepancies
• Launch investigations, provide information, and compose correspondence
• Increase efficiencies by utilizing technology
• Understand risks and apply this knowledge to risk metrics

Governance & Risk

• Maintain level of accuracy
• Complete assigned task as per provided SLA

Experience & Personal Attributes

• Excellent presentation and communication skills (written and verbal)
• Strong reconciliation & capital market knowledge
• Excellent problem-solving skills both independently and supporting others
• Excellent/advanced knowledge of Excel with VBA experience being a plus; should be familiar with MS Word & Office tools
• Excellent time management skills, demonstrating flexibility and the ability to manage and plan to meet deadlines
• Open for changes; understand status quo and challenge today's setup with proposals on how to do it better
• Adaptive, flexible style with the ability to work in a dynamic, fast-paced environment
• Demonstrated high level of initiative, motivation, and organisational skills
• Analytical and problem-solving skills
• Effective verbal and written communication skills including negotiation skills, ability to liaise successfully with internal and external parties, and ability to work effectively in a team environment
• Flexibility - able to meet demanding deadlines and work long hours to meet those deadlines, as required
• Qualification in business/financial markets/law/securities industry desirable
• Respond quickly and accurately to queries in a high volume, time sensitive trading environment.
• Issue escalation and resolution in a timely manner
• The Role need to support APAC or EMEA shift and would need to work in Rotational shift wherein shifts would start at 3:30 am IST for APAC and from 11.30 AM for EMEA
• Adapt to an environment of openness and information sharing within the team, by attending regular team meetings and communication processes
• Achievement of service standards and client specific requirements regarding quality assurance, daily reporting, and end of month reporting
• Identify and drive process improvement and efficiency initiatives across the line of business
• Manage escalations and seek to resolve them to the satisfaction of the customer and client
• Ensure to be compliant with legal, regulatory, policy and business requirements. Prioritize time accordingly to action on breaks
• Developing action plans for resolution of outstanding issues
• Good with numbers & ability to derive information from data collaborate with other teams and render support on need basis