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Sr. Manager, Investor Services

Hong Kong
Posted 3 days ago In-Office Permanent Market competitive
Posted by
Sylvia Poon
Talent Acquisition, Asia Pacific
To lead, supervise and oversee a team of Investor Services Executives in delivering high quality service to investors via telephone, fax and other means. To maintain and improve service platform for better service quality.

Key Responsibilities / Duties:

  • Achieve smoothness of day-to-day operation via proper staffing
  • Supervise and be accountable for overall operation to ensure service quality is adhered to service expectations and pre-established standards
  • Keep abreast of the statutory requirements, INVESCO products and related market developments and deliver ongoing training and briefings to Investor Services Executives
  • Train, lead, coach and provide feedback to Investor Services Executives for continuous improvement in staff quality and productivity
  • Call monitoring and review emails, etc.
  • Tactically Handle complex client complaints and other client related issues
  • Maintain and update operation procedures manuals
  • Make appropriate recommendations for continuous workflow improvements
  • Identify service risk, recommend areas for change and improvement and drive the change to enhance the quality of service
  • Produce monthly statistics reports to senior management
  • Co-work with IT and other related departments in setting up and maintaining the infrastructure and functionality of the service platform for the overall efficiency and effectiveness of operation
  • Collaborate closely with Client Relations, Projects, Marketing Services and other related teams to ensure the information across various servicing channels is accurate, consistent and is available in a timely manner
  • Make recommendations to improve functionalities and other workflows in relations to the service platform
  • Maintain and suggest recommendations for better form maintenance

Work Experience / Knowledge:

  • At least 8 years of management experience within a call centre; with experience less than 8 years, job title “Manager” will be offered.
  • Understanding of the portfolio administration processes and systems and how they impact on other areas in the Investment Operations.
  • Able to demonstrate knowledge use of business skills and to integrate them within the team
  • Proficiency in financial industry and investment products
  • Good command of written and spoken English, Cantonese and Mandarin

Skills / Other Personal Attributes Required:

  • Strong leadership, communication and management skills
  • Team player

Formal Education:

  • University degree, preferably under Finance or Business disciplines

License Requirement

  • SFC License for RA 1 (Dealing in Securities), MPF Intermediaries
Job ID  HKG31026
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