Description Overview To provide a high level of front-line customer service to MUFG Corporate Markets clients/Investors/third parties and government agencies. This includes: Professional and courteous handling of all email enquiries and written correspondence received in LMS client email inboxes and workflow systems; Accurate, efficient and effective processing of email requests as per investor expectations and client service level agreements; Accurate, efficient and timely processing of all written requests, deceased transmissions and off-market transfers in accordance with ASX Listing Rules; Validation and processing of investor transactions; Research and respond to investor enquiries using existing and archived information; Meeting or exceeding all key performance indicators (KPI’s) set for this role; Validation and processing of investor transactions; Investigating processing enquiries from internal stakeholders. Key Accountabilities and main responsibilities Strategic Focus Accurate and timely processing of all registry and employee email enquiries received in LMS client inboxes Accurate and timely processing of all written correspondence requests received Meet all agreed client SLA’s targets Supporting LMS Large Holder Group (LHG) with phone contact with nominees/custodians and institutions on record/cut off dates Supporting Investor Research with National Enquiry Log (NEL) management Ensure all transactions are processed within the time frames provided by the ASX Listing Rules or as outlined in Client Service Level Agreements (SLA) Responding to executor/solicitor and broker enquiries Ensuring CHESS electronic transactions are registered in accordance with ASX and SCH Business Rules Operational Management Efficient and effective service delivery Accurate and timely processing of all insolvency Proof of Debt and Proxy forms Validation and processing of Estate Administration transactions to ensure critical dates are met and client specific requirements are adhered to Prepare Deceased correspondence Photocopy, filing and faxing shareholder information Supporting with statistic/client reporting Achievement of Enlighten business objectives and efficiency targets Support Operational Services Management with process improvement initiatives Facilitate/participate in team meetings, morning huddles and management meetings as required Effectively coordinate and/or resolve any escalated issues and/or shareholder/ issuer feedback or complaints Prepare documents, correspondence, statements and reports for Investors, Government agencies, internal and external stakeholders Support Estates Administration Team Leader in ensuring that Quality & Assurance targets for Estates Administration are achieved Facilitate/participate in various team, project and management meetings as required People Leadership Contribute to the Investor Research/Estate Administration team and support other Ops team members as they strive to achieve their service, development and performance goals Contribute to the training of fellow team members when appropriate Assist with investor reception services Assisting Team leader/ Manager in maintaining day to day activities Governance & Risk Adhere to Policies and Procedures Adhere to incident management and reporting guidelines Successful completion of all compliance modules 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 Demonstrated ability to meet deadlines and strong KPI track record Ability to work cohesively with team and independently without supervision Strong focus on service and quality orientation Accuracy and attention to detail Understanding and knowledge of those policies and procedures processes relevant to MUFG Corporate Markets Investor Email and Correspondence service offerings Strong organisational skills Strong oral and written communication skills Strong time management and leadership skills Ensure all team procedures and policies are up to date as required to complete all aspects of processing required within the team Flexibility - able to meet demanding deadlines and work additional hours, including weekends, to meet those deadlines, as required
