Principle Process Executive

Management Level

H

**Principle Process Executive
- Operations**:
**Department**:Operations **Reports to**:Team Leader

**Role**

**Core Duties and Responsibilities**:

- Responds to inquiries in a timely, efficient, and professional mannerProvides assistance to shareowners and other requestors by acknowledging and answering inquiries, addressing issues, and providing resolution within established standards.
- Typical inquires received include, but are not limited to:

- Transfer requests and requirements
- Dividend payments
- Reinvestments
- Address changes
- Account information
- Tax inquiries
- Responds to online inquiries and information requests to complete account transactions
- Performs research as needed to resolve problems and inquiries
- Documents notes and ensures key data is accurately captured
- Follows up when inquiry is not immediately resolved
- Escalates calls to next level as appropriate
- Consistently adheres to quality standards, productivity standards, adherence standards, and Risk and Compliance requirements.
- Complies with all Company policies, including but not limited to, attendance, attire, and data security
- Proactively drives improvements to quality performance within team and end to end process
- Review complaints/conduct trend analysis of quality issues and deliver effective actions to avoid future occurrence.
- To ensure both new recruits and experienced team members are appropriately trained, coached and motivated so that their individual and collective performance meets the current and future performance of the business.
- Take ownership of resolution of any risks or issues identified and ensure QC & Workflow Manager is fully aware of any ongoing issues
- Ensure that the operational unit works to support our quality policy, information security policy and all aspects of our Integrated Management System.
- Support the team deliverable by undertaking a range of roles and tasks when required.
- Pursue personal development of skills and technical knowledge to adapt to the changing business environment.
- Provide feedback to individuals in a timely manner and ensure issues/lessons learnt are shared with the wider team
- Ensure corrective actions are taken in a timely manner and seen through to completion
- Achieve team average of 98% quality result for certified staff month on month
- Your breaks will be scheduled and you are expected to comply with them, to ensure the process is always within Service Level Agreements.
- Your business shift hours and holiday calendar will be aligned based on your project allocation, i.e. UK or US.
- Motivation and efficiency of team members
- Development of knowledge, competence and skills of self and team
- Adherence to procedures, policies and Integrated Management System requirements
- Quality of recommendations for continuous improvement
- Effectiveness of change management and communication
- Effective communication with team stakeholders.

**Competencies and Experience**:

- Prior Transfer Agent or Securities Industry experience within the financial market
- Deliver quality to our customers.
- Drive to improve results and standards by working together as a team
- Taking ownership and responsibility
- Exhibit exceptional leadership skills with technical proficiency
- Explains or presents information to individuals or groups in a structured, clear, confident and concise way avoiding the use of jargon.
- Explains the reasoning behind what is being said to ensure understanding and acceptance.
- 's work effectively, making most efficient use of the time available.Give constructive feedback in order to identify individual
- 's development needs.
- Maintain consistency and fairness throughout the process.
- Able to assess the impact of change on products, systems, processes and people.
- Develop and maintain relationships with key contact in all relevant areas.
- Has a good understanding of the business environment in which Equiniti operates and of industry best practice.Has a good awareness of the likely impact of economic, political, social and regulatory change on Equiniti
- 's business and overall aims, including relevant IT industry developments.
- Maintain an understanding of competitor services and initiatives and how they may be turned to advantage.
- May require the need to travel to other locations.
- Willing and able to work extended hours as needed.