Team Leader

A global, digitally enabled business that empowers a brighter future by connecting millions of people with their assets – safely, securely and responsibly. Through our two businesses MUFG Retirement Solutions and MUFG Corporate Markets, we partner with a diversified portfolio of global clients to provide robust, efficient and scalable services, purpose-built solutions and modern technology platforms that deliver world class outcomes and experiences. A member of MUFG, a global financial group, we help manage regulatory complexity, improve data management and connect people with their assets, through exceptional user experience that leverages the expertise of our people combined with scalable technology, digital connectivity and data insights.



Overview

In your role as Team Leader, you will be responsible for leading a team of Customer Service Officers, Client Relationship Assistant Managers and other operational team members across Registry, Investor Relations, and Employee Share Plans to ensure a consistent and exceptional client experience through managing, meeting and exceeding client expectations.
Key Accountabilities and main responsibilities
Strategic Focus

• Develop and grow strong and strategic relationships within your team, clients and stakeholders, leveraging existing network to grow our existing client base
• Proactively identify client service trends and problems and implement appropriate solutions i.e. implementation of best practice, productivity, quality and client service standards
• Identify areas for process improvements, support best practice initiatives and participate in projects and implementation processes

Operational Management

• Manage and action escalations and enquiries from internal and external stakeholders with urgency
• Plan and forecast execution of team workflow activities based on planned/unplanned absences
• Monitor efficiency of activities to ensure SLA’s and overall team targets are achieved
• Investigate, raise and resolve incidents where required via Link Group’s internal reporting tools
• Cross skill team members to reduce single point sensitivity
• Recruit and or refer skilled individuals and identify the skills and experience required for successful job performance
• Work with the Head of Client Service Delivery to ensure consistent and appropriate task allocation
• Participate in and ensure the broader Client Service Delivery team maintain the CRM database and other records as directed by the CRMs
• Managing client expectations through the timely and quality delivering of specific service elements (e.g., ensuring monthly and weekly reports are delivered)
• Act as a point of escalation for your team members and provide timely support and guidance
• Act as a point of contact for clients to support or in the absence of CRMs or CRAMs, ensuring the broader team are also acting in the same capacity
• Assistance with or project management of activities such as mailings, meetings, reporting etc
• Work with Senior Managers, Senior CRMs and CRMs to ensure client activities are supported and objectives are met
• Work in partnership with other Team Leaders and ensure clear lines of communication are available across all teams within the Centre

People Leadership

• Actively develop team members to perform in the role, set goals and develop clear plans to achieve their personal goals and overall business objectives
• Provide regular feedback, recognition, coaching and direction throughout the year to enhance their performance and growth, and realign their goals with changing business priorities
• Develop, implement and maintain effective and transparent communication strategies to ensure your team members are kept up to date with any organisational or legislative change
• Developing product knowledge across all verticals including registry, Orient Capital and employee share plans

Governance & Risk

• Identify and implement appropriate quality controls to ensure client standards are achieved and are in line with Link Group policies and procedures
• Identify, understand, and communicate key business risks as they apply to Link Group
• Follow transition governance framework to ensure smooth transition of activities to our Indian support team

Experience & Personal Attributes

• The ability to effectively work both autonomously and as part of a team
• Experience in meeting service standards
• Management Reporting
• Exceptional Customer Service skills with strong client focus
• Strong people skills, management experience and coaching and motivational skills are essential
• Ability to work under pressure and maintain set target levels as directed
• Ability to manage projects including the coordination of client Annual General Meetings (AGM)
• Business awareness of both Link and its clients in order to meet client needs
• The capacity and willingness to quickly gain and understanding – of the securities industry and associated regulatory and legislative environments
• Proven capability in leading, inspiring and creating a safe and engaging work environment to enable a high performing team
• Ability to collaborate, bring people together and have shared outcomes.
• Capability to foster resilience and determination through the broader team
• Communicates effectively and transparently with all stakeholders
• Ability to prioritise, organise and forward plan to ensure SLAs are met
• Innovative and proactive; always looks for ways to improve the way we work through services and processes
• Previous experience in a supervisor, team coach or team leader capacity is desirable