Specialist - Transfer Agency Oversight & Service

3 weeks ago

Aberdeen, United Kingdom abrdn Full time

Job Description

12 month Fixed Term Contract

At abrdn, our purpose is to enable our clients to be better investors.

Clients worldwide trust us to find future-fit investment opportunities to deliver the outcomes they want. Our technology and insight help empower them to make better decisions, while the powerful partnerships we build help to enhance the expertise that we offer. And by enabling clients to invest responsibly, it helps us to build a better world.

About the team

The Investment Vector Chief Operating Office (IVCOO) is committed to delivering a truly global, scalable and efficient operating platform at the heart of establishing and maintaining equilibrium in the firm, powering the investment management process and global distribution. We will also play a core role in facilitating the product development process, fostering innovation and working with a range of trusted global third-party providers to ensure world class service provision.

The Client Operations Team sits within the Investment Vector Governance function in the IVCOO.

About the role

Reporting to the Transfer Agency Oversight & Delivery Manager UK. The key outputs would be:
TA Oversight:
- Oversee issue of dealing reports, prices etc. to internal and external parties in line with service level agreements- Monitor and evaluate the continuing effectiveness of processes, controls, system and procedures initiating remedial action as necessary.- Carry out a review of errors and P1 incidents raised by the supplier to identify root cause and control failures and where appropriate challenge the supplier on content.- Carry out monthly and quarterly analysis of errors, complaints and other available MI to identify trends and potential control failures.- Ensure that important metric measures (where applicable) are achieved on a monthly basis and if the important metric is not green work with Manager where requested and initiate action to resolve.- Carry out focussed risk-based reviews/control testing of the supplier work via a combination of remote testing and on-site review/testing visits as directed by Manager and in line with agreed Oversight Calendar.- Review the supplier’s processes including the controls and how they operate.- Assisting with statement checking.

Complaints Oversight:
- To ensure all complaints are handled within abrdn’s complaints policy to meet customer expectations. Monitor the work processed by our TA to ensure this is in line with abrdn standards and provide the necessary level of support and guidance to allow them to achieve this.- Sample Checking % of complaints processed by TA to ensure only genuine complaints are recorded (FCA definition); categorisation is correct; investigation is in line with abrdn standards; regulatory timeframes and other regulatory requirements are adhered to; resolution is correct; and quality of the response is acceptable.- All of above will require full investigation of original complaint and associated calls to ascertain how the case was handled.- Ensure compensation paid is in line with abrdn’s expectations for particular circumstance.- Ensue TA’s processes are aligned with abrdn’s requirements- Liaise with TPA on regular basis to enhance processes identified during Root Cause Analysis.- Provide regular training to Customer Relationship Managers (CRMs), the Complaints Team handling abrdn complaints as well as Customer Service Voice and Written Teams in terms of abrdn specific procedures.- Deal with Performance related queries as well as complex queries or complaints raised by our TA.- Root Cause Analysis - systematic process of making sure themes and trends identified are fed-back to the appropriate business area or discussed with TA and changes made where appropriate.- Responsible for handling any complaint referrals to the Financial Ombudsman Service (FOS) and the role involves liaising with FOS on a regular basis in respect of ongoing cases.

Service Delivery- Supporting the supplier with any work which is not covered by their standard processes or any issues which require additional knowledge to resolve.- Identify issues and problems in the service delivery, including root cause and take remedial action, keeping Manager informed.- Chasing Debtors when payment of trades is outstanding and liaising with the supplier on behalf of other areas of the abrdn business on client queries.- Ensure the immediate line manager and others, as appropriate, are kept aware of all issues/problems/queries/work in progress that may impact the quality of service being given.

abrdn Client Service & Distribution Support- Handling escalated telephone calls and written enquiries.-
- Process work on a 'right first time' basis with mínimal checking, but the appropriate level of support and guidance.- To efficiently process work to meet customer expectations at reasonable cost.- To provide the highest level of customer service within agreed service standards.- Review client agreements as request

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