Transfer Agent - Investor Services, Associate 2

at  State Street

INTERNATIONAL FINANCIAL DATA SERVICES (IFDS)

IFDS, established in 2007, is a market leader in Transfer Agency Services committed to providing high quality services and technology to our clients, with European offices in Dublin and Luxembourg. IFDSL is owned equally by SS&C Technologies Holdings, Inc. and State Street Bank Corporation.
IFDSL services and supports a diverse range of products across multiple fund domiciles on behalf of global Asset Managers. Our unique set up provides the expertise, scale, technology and strategic support and partnership to our clients. We are deeply involved, with the support of our Shareholders, in the evolution of our Industry, towards more Innovation and Digital transformation.
IFDS Luxembourg currently services a total of €1,100 billion AUM for some of the most sophisticated and demanding asset managers in the industry. Our footprint in Luxembourg is about 320 people and we have more than 700 people globally supporting our Luxembourg businesses.
Our Mission and Values:
Our mission is to ‘build great experiences for our clients, their customers and our employees’.
This is achieved through our values of ‘PACE & L’: Professional, Accountable, Client Focused, Excellence and Leadership.
Your Role
The Investor Services Associate 2 is the focal point for the day-to-day of the Investor Services department. By demonstrating excellent communication skills, a team-oriented approach and by successfully handling multiple demands from external parties or the management line, the Associate 2 will deliver a high quality of service to all clients in line with the company’s targets and expectations.
The successful candidate will work independently but also as part of a team. The candidate will also work on improving established guidelines and practices by consulting with the Manager where clarification or exception may be required.
The Investor Services Associate 2 will provide support, escalation route when necessary to manage and resolve any queries received from external and internal parties.
The Investor Services Associate 2 plays a supporting role to Customer Services Managers and drives operational excellence by implementing and embedding a continuous culture of improvement.
Your Team
The Investor Services team answers all queries received via phone, email, facsimile and post from shareholders, brokers or financial intermediaries, as well as fund promoters and fund management companies.

Your Responsibilities

• Answer to all phone calls and queries in the most accurate manner within the time frame given by our clients.
• Be prepared to achieve and strive to exceed minimum standards in line with KPIs, SLAs & Key Result Areas, both in terms of quality, productivity and accuracy of information given to the customer.
• Process data to produce reports and ad-hoc documents requested by internal and external parties.
• Acknowledge complaints received form external parties and resolve the matter within the legal timeframe.
• Propose updates of procedures and job aids to ensure the documents are kept up-to-date.
• Ensure awareness of and adherence to the key TA controls at all times.
• Actively participate in the training/coaching of junior team members to strengthen their knowledge and improve their daily organization.
• Participate in completion and implementation of projects as required.
• Participate in data review, including checking and sign-off during control process.
• Communicate relevant information as appropriate up and down the line and escalate where necessary.
• Comply with the regulatory regimes in which IFDS operates, with particular consideration given to relevant Client Asset, Data Protection and Financial Crime Prevention regulations, as appropriate to the above role.

Your Profile

• University Degree - Business education or equivalent is an asset.
• 2-3 years’ relevant working experience in Financial Services / Investor Services or Banking sector.
• Technical and product knowledge of the Transfer Agency business is required.
• Experience in a similar environment, management/supervisory capacity.
• Advanced computer skills (MS Office: Excel, Word, PowerPoint, Access and Outlook).
• Very good organizational skills in order to meet deadlines.
• Ability to work under pressure, to work independently and as part of a team, under pressure while maintaining high accuracy and quality standards also with large work volumes/multiple demands from external parties or the management line.
• High accuracy and quality standards, analytical and process thinking skills.
• Proactive and able to work independently and as part of a team.
• A clear and analytical methodical approach to problem-solving; administrative and organizational skills; meet tight deadlines with initiative and team-oriented spirit.
• Client orientated.
• Fluent in English (written & oral).
• Other European Languages (German / French / Italian) considered advantageous.
• Adhere to existing procedures and controls in place and eager to learn.

About State Street
What we do. State Street is one of the largest custodian banks, asset managers and asset intelligence companies in the world. From technology to product innovation we’re making our mark on the financial services industry. For more than two centuries, we’ve been helping our clients safeguard and steward the investments of millions of people. We provide investment servicing, data & analytics, investment research & trading and investment management to institutional clients.
Work, Live and Grow. We make all efforts to create a great work environment. Our benefits packages are competitive and comprehensive. Details vary in locations, but you may expect generous medical care, insurance and savings plans among other perks. You’ll have access to flexible Work Program to help you match your needs. And our wealth of development programs and educational support will help you reach your full potential.
Inclusion, Diversity and Social Responsibility. We truly believe our employees’ diverse backgrounds, experiences and perspective are a powerful contributor to creating an inclusive environment where everyone can thrive and reach their maximum potential while adding value to both our organization and our clients. We warmly welcome the candidates of diverse origin, background, ability, age, sexual orientation, gender identity and personality. Another fundamental value at State Street is active engagement with our communities around the world, both as a partner and a leader. You will have tools to help balance your professional and personal life, paid volunteer days, matching gift program and access to employee networks that help you stay connected to what matters to you.
State Street is an equal opportunity and affirmative action employer.
Discover more at StateStreet.com/career

• Answer to all phone calls and queries in the most accurate manner within the time frame given by our clients.
• Be prepared to achieve and strive to exceed minimum standards in line with KPIs, SLAs & Key Result Areas, both in terms of quality, productivity and accuracy of information given to the customer.
• Process data to produce reports and ad-hoc documents requested by internal and external parties.
• Acknowledge complaints received form external parties and resolve the matter within the legal timeframe.
• Propose updates of procedures and job aids to ensure the documents are kept up-to-date.
• Ensure awareness of and adherence to the key TA controls at all times.
• Actively participate in the training/coaching of junior team members to strengthen their knowledge and improve their daily organization.
• Participate in completion and implementation of projects as required.
• Participate in data review, including checking and sign-off during control process.
• Communicate relevant information as appropriate up and down the line and escalate where necessary.
• Comply with the regulatory regimes in which IFDS operates, with particular consideration given to relevant Client Asset, Data Protection and Financial Crime Prevention regulations, as appropriate to the above role