Manager Fund Services

Standard Chartered; Kuala Lumpur; On-site; MYR 100,000 - 150,000; Full time

Job summary

A global banking institution in Kuala Lumpur seeks a candidate to ensure high-quality service delivery and assist in managing the Fund Services team. Responsibilities include verifying transactions, maintaining relationships with key stakeholders, and supporting initiatives for improved client experience. The ideal candidate will demonstrate effective communication and problem-solving skills. This opportunity is essential for those looking to enhance their career within a leading financial services environment.

Responsibilities

• Ensure delivery of high-quality services to customers.
• Assist in leading the Fund Services team to achieve service quality.
• Verify transactions processed by associates.
• Maintain relationships with key stakeholders for efficient communication.
• Support initiatives to enhance client experience and performance.

Job description

Responsibilities

• Ensure consistent delivery of high quality services to customers through meeting or exceeding customer expectation guided by the Service Level Agreement, efficiency/accuracy standards and good business processes/ judgment.
• Assist the Head of Securities Services Fund Services/Senior Managers/Team Managers in leading Fund Services team to achieve quality service by meeting the prescribed objectives and goals. Assist the team management in overseeing the daily operations of the Fund Services team and contribute towards meeting the team’s objectives.
• Assist the Head of Securities Services Fund Services/Senior Managers/Team Managers on Fund Services’ individual performance, against set objectives and providing the appropriate support, motivation and guidance to staff to achieve these objectives. Contribute to the development of associates by guiding, coaching, motivating, supporting and assisting selected number of associates.
• Ensure that the set productivity targets (efficiency, accuracy, etc.), defect management and processing turnaround standards are achieved (within own area of responsibility). Standardise capacity models across process / units to simplify the billing.
• Verify transactions processed by team/associates and authorize those that fall within own-delegated release authority. Checking of and/or approving customer’s Fund Services order against Fund Services system.
• Establish and maintain close working relationship with appropriate persons in the Spoke countries, Chennai Counterparty, Group offices and within the Company itself to facilitate an open and direct communication of issues, needs, queries, etc. such that these may be responded to in an efficient, prompt and professional manner.
• Enhance client experience by supporting various initiatives such as system enhancement, change, cross-border BCP to improve overall STP rates for processes involving manual intervention. This is to improve the efficiency and performance with minimal resource.
• Lower the risk profile overall by improving availability and stability. This is done by identify and escalate all risks items / potential gaps to the risk team timely and update in BORF. Update the internal and external errors on time to the risk team / top 18 client escalation reporting / Root Cause Analysis. Timely updating of daily process checklists and daily review.
• Review incidents, audit findings, external events and test them against our control environment, remediate where necessary. Controls for all errors and existing ones should be tested once in a month. Periodic review of CST /KCI, PRAs, and identification of process risks, staff training on Ops Risk. Audit: Overall established MCA grade at the minimum.