Client Management Executive

A. Business / Management Activity

Operations

• Attend to stakeholders enquiries and process all submitted documents relating to shareholder services
• Receive, check, sort, record and process all documents received from shareholder(s) or lodging agent(s) in accordance with the necessary procedures
• Acknowledge and issue receipt(s) to shareholder(s) or lodging agent(s)
• Ensure documents and forms are replenished
• Promptly, accurately, professionally and courteously receive all telephone calls and enquiries and direct and/or relay and record messages accordingly
• Process corporate actions, transfers, replacement cheques / certificates, proxy votes, and any other client / shareholders' instructions
• Support client Shareholders' Meetings - registration and polling services
• Proactive participation in projects
• Proactive participation in User Acceptance Tests
• Proactive updating of clients' information in the appropriate systems

Client Servicing

• Know Your Client by developing an in-depth knowledge of their industry and key contacts

• Develop effective and differentiating servicing techniques that will serve to set us apart in the market and to build and maintain client loyalty

• Proactively contact and communicate with clients regarding needs, experience and preferences according to a predetermined program. File all correspondences.

• Identify opportunities to provide value added services to clients

• Follow and be aware the importance of:

  • meeting current Service Level Agreements (SLAs),
  • minimising operational risk,
  • resolving queries and complaints are efficiently and effectively with the necessary planning, and
  • completing training to facilitate changes to the current environment, new clients and improvements to the service delivery for existing clients

• Escalate problems, errors and omissions to be dealt with immediately and in the most appropriate manner

• Coordinate the change of current business processes, procedures, and external party interactions to facilitate the requirements of new clients. This will involve interaction directly with clients and other Boardroom entities

• Assist Senior Manager / Manager with the communication to all stakeholders at every level internally and externally

• Assist in following up on outstanding and doubtful debts

B. Function - Specific Activity

• Support a larger portfolio of clients. This can be in terms of number of clients, complexity, volume of work, etc.
• Carry out any other duties / projects that may from time to time be assigned by Managers / Senior Managers / Director

C. People Management Activity

• Work in collaboration with SRS colleagues to meet client requirements

Requirements

• A level / Diploma / Degree from a reputable institution
• You might be required to travel based on business requirements
• Ability to work in harmony with co-workers
• Eager and willing to strengthen knowledge base and skills