Manager TM & SHS

  • Selon profil
  • Paris, Île-de-France, Frankreich
  • Festanstellung, Vollzeit
  • RBC Investor Services Bank France S.A.
  • 01 Feb 18 2018-02-01

• To effectively lead all client interface concerning Transaction Management & Shareholder Services in the location and potentially to be the back-up of the Senior Manager of the department. • To support the growth of the business in France by improving the consistency and quality of all contacts with clients through a highly motivated team of operations professionals. • As a member of the Global Operations support the development of Global Operations strategies and plans. • Sponsor change management efforts that positively impact the quality, efficiency and risk management aspects of the Depository environment, specifically Client Centricity,

Operational Effectiveness

  • Be the primary contact of the client regarding the service delivered,
  • Ensure and supervise the accuracy, timeliness and completeness of all processes.
  • Establish an environment of continuous improvement that assesses workflow, processes and procedures on an ongoing basis, ensuring maximum efficiency and quality within the production Depository Group.
  • Establish targets to measure service quality, & effectiveness against appropriate benchmarks.
  • Continuously monitor, analyze and interpret business unit performance versus plan.
  • Continuously identify opportunities to enhance our service and value proposition for our clients.
  • Execute projects within the Depository strategy as agreed
  • Establish targets to measure service quality, & effectiveness against appropriate benchmarks
  • Develop & implement comprehensive operating procedures that ensure the accuracy, timeliness and completeness of all processes.
  • Ensure staff adherence to the operating procedures and control.
  • Implement actions in the course of new client, new fund launch, conversion, termination or merger.
  • Minimize errors and financial losses

Risk Management

  • Ensure procedures are adequate to ensure compliance with applicable regulatory & audit requirements as internal well risk management requirements policies.
  • Mitigate financial/reputational risk by ensuring appropriate structure, resources, procedures and controls are developed and maintained in compliance with regulatory requirements or company policies.
  • Obtain satisfactory results in all internal & external audits.
  • Ensure the ongoing training & development of staff on operating procedures & regulatory requirements.
  • Ensure the Business Unit BCP plans are tested and reviewed on a regular basis.

Identify procedural gaps and work with the management team to develop appropriate controls and procedures to address the gaps

Client Service, Sales and Relationship management support

  • Accountable for ongoing satisfaction of clients by ensuring deliverables meet client needs and expectations.
  • Monitored to ensure all queries are resolved timely
  • Acts within the group as senior point of contact for escalated client issues.
  • Ensure that the organizational framework supports the delivery of quality client service and operational excellence.
  • Ensure integrated approach with segment strategy, product development and client service.
  • Supports Sales & Marketing by providing operational expertise in TM & SHS (e.g. for RFP’s, due diligence, deal review) \Support Sales & Marketing by identifying local market opportunities
  • Drive change within the pricing model.
  • Participate in client service and sales opportunities.
  • Ensure structure and culture of the department supports the delivery of a quality service, and excellence in client service
  • Participate in the new client acceptance process

Knowledge/Skill Requirements

  • Post secondary education with a back-office/finance or equivalent.
  • 10-15 years financial services industry experience in an operations environment.
  • 8-10 years experience in managing small groups of operations professionals.
  • Excellent interpersonal and networking skills with a proven track record of dealing with clients, industry associations, senior management, colleagues and staff.
  • Good communication, presentation and negotiation skills.
  • Good innovation and change management orientation.
  • Good business acumen and profit orientation.
  • Risk management and mitigation focus.
  • Good talent management and leadership capabilities.
  • Proven organizational and  time management skills
  • Track record of developing and implementing innovation and change.