This Business Operations Senior Associate acts as a primary contact point for all internal/external clients within Investment  Manager  Services  (Hong  Kong  Region)

Why this role is important to us:

The team is responsible for monitoring service delivery to both internal and external clients, proactive management of service issues, and the resolution of all client initiated queries. The team is also responsible for trade  confirmation,  trade  process,  trade  settlement,  processing  wire  transfers,  handle  trade exceptions, and reporting of trade instructions from clients.

What you will be responsible for:

The candidate is required to ensure service delivery to both internal and external clients, ensure timely response to client initiated queries,  and  escalation  of  any  unresolved  matters  to  AVP/team  manager  for  best  resolution solution. The characteristics of this role are: -Provide a high standard of  support to both internal or external clients-Embrace State Street’s “corporate values” and support a work environment reflective of those values-Effectively communicate with clients, custodians, brokers, managers, and peers within State Street -Be a strong team player and demonstrate dedication to group and company goals

• Demonstrate professional maturity and effective time management
• Demonstrate the ability to analyze a problem, obtain and evaluate information, and reach sound conclusions
• Prime Functions:

• Ensure all internal/external clients’ inquiries are logged and resolved in a timely and satisfactory manner
• Establish strong working relationships with the client service teams providing services for local clients, monitoring their performance and acting as the escalation point on behalf of local clients
• Ensure all daily and monthly services are delivered in accordance with relevant client SLA’s
• Ensure all transactions are processed on a daily basis
• Facilitate new market initiatives setup
• Facilitate client change request on all aspects

• Project   initiatives involvement   with   regards   to   future   automation   within   the department  as  a  whole,  with  a  direct  objective  of  increased  efficiency,  accuracy  and productivity  
• Contribute to team initiatives around audit, risk management
• Complete special tasks and projects assigned by the supervisor or manager.
• Develop  Business  Contingency  Plan  to  ensure  services  expectations  from  clients  are always maintained.
• Support the development of a ‘best practice’ Client Service model across IMS Asia Pacific-Embrace the implementation of the IMS Global Operating Model-Work effectively with peers locally and across the region to achieve common goals

What we value:

• The ideal candidate will have the following attributes:
• Excellent attention to detail
• Must be responsible and take ownership to the job which is allocated
• Must be well-organized and able to multi-task often working to tight deadlines.
• Must  have  demonstrated  an  ability  to  handle  numerous  activities  and  to  prioritize work effectively
• Must be pro-active and be a problem solver
• Must be highly professional interacting with several departments within the company
• Must be flexible often dealing with ad-hoc queries from clients.
• Must demonstrate an understanding of the risks involved in the processes and reflect this in their approach to work prioritization as a team player

Education & Preferred Qualifications:

• BS/BA degree preferred.
• Proven track record in Investment Manager Operations experience, with knowledge around trade lifecycle management (i.e. Trade matching, affirmation, settlement,…etc.)
• Good understanding of the Investment Management industry, with solid industry experience
• Proven ability to communicate in a clear, concise and professional manner
• Strong time management skills with the ability to prioritize under pressure
• Good understanding of State Street operations, technical, systems, policies and procedures is an advantage
• PC skills with an excellent understanding of Microsoft Word, Outlook, and Excel
• Experience in account or relationship management is certainly a merit

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