Description Overview To manage and coordinate a team specialising in transaction auditing and quality assurance (QA), Capital Markets projects, Proxy processing, Insolvency Services processing, Warrants, Special transactions processing, Exchange Traded Funds and Fixed Interest products ensuring agreed service level and QA standards are met across local and global Operational hubs. This will be achieved by proactive assessment of corporate events, effective allocation and performance of resources, and escalation of issues to ensure accurate and timely auditing and processing of all requests. Daily liaison includes external clients and internal departments such as Local and Global Operations Management, Client Relationship Group, Capital Markets, Insolvency Services, Treasury Payments, Operational Services, Risk & Compliance and Contact Centre. This is a challenging role requiring: Leadership to integrate the different teams into a cohesive and supportive unit Leadership to ensure staff and team performance standards are achieved ie Enlighten, Quality etc Knowledge acquisition/retention of new products and the diverse business rules and client requirements to meet agreed SLA’s Knowledge and understanding of internal workflow and business systems Development of process procedures and in instances, work arounds to accommodate system limitations Skilful management of the peaks and troughs of projects and maintenance cycles with allocated resources Leadership to review and improve QA across Operational processing both locally and globally Leadership to drive process improvement and automation delivery. Key Accountabilities and main responsibilities Strategic Focus In conjunction with Head of Operations, drive the maximisation of technology for increased efficiency and error avoidance Promote a culture of continuous process improvement, team spirit and exceptional client service, which supports Operational Services Management, MUFG MPMS Management, and the Executive always Initiate and contribute to the review, development and implementation of technologies or work practices where appropriate Provide management with regular feedback/analysis/reporting on team performance, resource utilisation and performance against budget Responsible for the planning and forecasting utilisation of allocated resources for maximum efficiency Operational Management Responsible for the on-time delivery of projects/key closes with error-free processing Identify and coordinate corporate events that impact Process Control to ensure critical dates are met and client-specific requirements are adhered to Working with Management in the development of workflows and training programs to ensure all transactions and maintenance requests are processed within the time frames outlined in Client Service Level Agreements and agreed business rules Ensure that resources/costs/projects always remain within budget Development and management of agreed operational/efficiency KPI’s Effectively coordinate and/or resolve any escalated issues and/or shareholder/issuer feedback or complaints related to all streams within Process Control Facilitate/participate in various team, project and management meetings as required People Leadership Monitor and manage team and individual performance, completing the performance management process as required Manage, develop, and train staff in accordance with the organisational objectives and core values of MUFG MPMS at all times, contributing to succession planning and individual career development Develop and manage key internal and external relationships in a professional manner at all times Governance & Risk Responsible for incident and escalations management including Incident reporting, SIC, implementation of control, preventative, and mitigation strategies Ensure operational and communications compliance with legislation, ASX Listing Rules and Business Rules Apply procedures and understand and communicate business risks as they apply to each situation The above list of key accountabilities is not an exhaustive list and may change from time-to-time based on business needs. Experience & Personal Attributes Track record in successful adoption of technology for organisation goals in a business environment Experience in managing a processing focused team Proven track record in the delivering business success in a high volume, tight deadline, and financial high-risk environment Operational experience and knowledge in identifying and implementing innovative solutions in best practice processes Demonstrated experience in/knowledge of the securities industry and financial markets, including Corporations Law, SCH Business Rules and ASX Listing Rules Proven leadership and motivational skills Outstanding oral and written communication skills Highly developed organisational and problem-solving skills Creative and innovative thinker Demonstrated proficiency with project management tools e.g., Microsoft Project, Microsoft Excel General technical competence and the ability to learn new systems quickly Flexibility - able to meet demanding deadlines and work long hours to meet those deadlines, as required.
