Job Details

Our Corporate Actions team are responsible for reflecting all corporate actions across our large book of business, as well as sending out communications to customers and advisers to keep them informed and provide them with opportunities to make decisions on their assets.

The team also seek regular updates on distressed assets and communicate these updates to customers and advisers.

The team often work in a fast-paced environment, often adhering to tight market deadlines or the requirement to reflect a corporate action as a priority to meet other business requirements. The role will eventually entail undertaking investigations, evaluating risks and a combined approach of both following established controls and procedures, and thinking outside the box.

Key Responsibilities

Performance management

• Undertake all activities to progress the customer service request in accordance with local procedures and guidelines as qualified to do so through the skills matrix
• Liaising with fund houses and other relevant parties to chase outstanding documents or information to progress the customer’s request
• Liaise with appropriate internal technical authorities to resolve queries raised to the team
• Checking own and others’ work to ensure that it complies with local standards and meets customer’s expectations
• Participating in Continuous Improvement activities to improve the timeliness, quality or cost of delivering services to the customer
• Ensure statistics are up to date and accurate
• Ensure that all work is undertaken in a timely way in compliance with service standards and customer expectations
• Liaising with internal business partners to ensure that the team’s work is compliant with policies and requirements
• Contribute to continuous improvement activities to ensure effectiveness of team
• Focus on developing, implementing, and sharing best practices.
• Investigate and resolve errors or complaints within the team.
• Utilise specialist knowledge to undertake root cause analysis to investigate and resolve complex queries.
• Awareness and taking account of industry initiatives and assisting in developing Utmost International’s position on these.
• Demonstrate capability to understand complex information and be able to relay or provide a simple understanding where required to less experienced colleagues or customers.
• Manage relationships with key stakeholders e.g. Policyholders, Advisers, fund managers and internal departments.

Results focussed

• Accountable for processing all client requests within the permitted timescales, escalating concerns, and providing recommended solutions
• Communicating positively both within the team, with other teams and externally.
• Regular analysis of own data from Ability 6 & quality monitoring, capacity planning

Risk Management

• Ensure key risks which are identified through quality and complaints RCA, are included in risk framework and plan for mitigation of these risks.

Team working

• To proactively contribute to the achievement of team goals, sharing experience and ideas
• To behave in a manner which supports a culture of high performance, empowerment, accountability, and professionalism always.
• To use knowledge and experience to coach others and build knowledge within the team.
• To encourage less experienced members of the team to work together to achieve team goals.
• To focus on developing, implementing, and sharing best business practice.
• To actively encourage others to logically think through situations to problem solve, taking into consideration the bigger picture.
• Drive the Continuous Improvement programme within the team and assist in team-based problems solving sessions. Act as a facilitator where improvement activities are outside of the teams’ control.

Key Requirements

Essential

• Two-Five years Finance experience
• Investments experience
• Knowledge of Microsoft Office

Desirable

• CISI/CII qualifications
• Knowledge of Corporate