Sr. Manager, Investor Services

Key Responsibilities / Duties:

• Achieve smoothness of day-to-day operation via proper staffing
• Supervise and be accountable for overall operation to ensure service quality is adhered to service expectations and pre-established standards
• Keep abreast of the statutory requirements, INVESCO products and related market developments and deliver ongoing training and briefings to Investor Services Executives
• Train, lead, coach and provide feedback to Investor Services Executives for continuous improvement in staff quality and productivity
• Call monitoring and review emails, etc.
• Tactically Handle complex client complaints and other client related issues
• Maintain and update operation procedures manuals
• Make appropriate recommendations for continuous workflow improvements
• Identify service risk, recommend areas for change and improvement and drive the change to enhance the quality of service
• Produce monthly statistics reports to senior management
• Co-work with IT and other related departments in setting up and maintaining the infrastructure and functionality of the service platform for the overall efficiency and effectiveness of operation
• Collaborate closely with Client Relations, Projects, Marketing Services and other related teams to ensure the information across various servicing channels is accurate, consistent and is available in a timely manner
• Make recommendations to improve functionalities and other workflows in relations to the service platform
• Maintain and suggest recommendations for better form maintenance

Work Experience / Knowledge:

• At least 8 years of management experience within a call centre; with experience less than 8 years, job title “Manager” will be offered.
• Understanding of the portfolio administration processes and systems and how they impact on other areas in the Investment Operations.
• Able to demonstrate knowledge use of business skills and to integrate them within the team
• Proficiency in financial industry and investment products
• Good command of written and spoken English, Cantonese and Mandarin

Skills / Other Personal Attributes Required:

• Strong leadership, communication and management skills
• Team player

Formal Education:

• University degree, preferably under Finance or Business disciplines

License Requirement

• SFC License for RA 1 (Dealing in Securities), MPF Intermediaries