Process Executive

Management Level

I

This position is with EQ Shareowner Services. EQ Shareowner Services provides stock transfer services for over 600 corporate clients with over 4,500,000 shareholders.

In this role the selected candidate will perform a variety of operational tasks for highly complex securities or cash related transactions or processes that require expert knowledge of unit functions and systems.

                               

• Duties may include but are not limited to: monitors daily production work and SLA’s and provides direction to team
• The team member will be required to gain a thorough understanding of all requirements associated with dividend processing activities and the interrelated functions of other Shareowner Services departments that are involved in the process. Duties may include transaction processing, resolving complex customer issues that are associated with the dividend process, ensuring shares and cash are in balance, balancing accounts and verifying accuracy of the transactions processed.   
• Perform a variety of operational tasks for highly complex securities or cash related transactions or processes that require expert knowledge of unit functions and systems. Duties may include: differentiating, processing, and reconciling transactions; and performing a variety of balancing tasks; Able to handle critical production or escalation issues; Act as liaison to other internal departments, including technology groups and external sources; Provides department level reporting using multiple sources; May create and/or maintain databases; May define user requirements and contribute to production and workflow improvements; and create or revise departmental procedures; Provides training or work direction for staff; Provides back-up for numerous department functions; May lead and/or participate in department projects; May address compliance and corporate governance issues for the department; May have extensive customer contact; Works under minimal supervision with some degree of independence.
• Provides department level reporting, volume tracking and staff quality tracking
• Provides performance coaching to team members and updates manager on coaching
• Provides back-up for all department functions
• Leads and/or participates in production improvement efforts
• Leads and/or participates in department projects
• Work on assigned projects/testing as appropriate.  Provide status update on projects/testing to manager as appropriate
• Acts as a liaison to other internal departments
• Create or revise departmental procedures
• Provides training, answers daily production questions and work direction to staff
• Support processing volumes to meet SLA as appropriate
• Monitor terminating business- be sure all transactions have been processed and update IRIS Advanced Instructions as needed
• Notify manager of the status on inboxes if additional resources or additional overtime are needed to meet SLA
• Handles critical production or escalation issues
• Attends daily team lead huddle to discuss support needs, cross training efforts and any department updates
• Monitors the Daily Turnaround Reporting and Prioritization emails to ensure all items are within turn
• Respond to rush inquiries, phone calls on transactions from Customer Care Center & other departments
• Updates Staffing Model
• Lead daily team huddles in manager absence
• Review resumes and assists with interviews

Additional responsibilities and duties include:

• Ensure the department’s work is completed on time and accurately by planning, coordinating and monitoring the daily activities of the workflows and team members

Required Qualifications

• 1+ years of experience in one or a combination of the following: customer service, operations, financial services, accounting, business processing, analytical, financial, clerical, or call center                                                                                                                             

Desired Qualifications

• Strong attention to detail and accuracy skills 
• Prior Transfer Agent or Securities Industry experience
• Intermediate Microsoft Office skills 
• Ability to navigate multiple computer systems, applications, and utilize search tools to find information 
• Excellent verbal, written, and interpersonal communication skills 
• Effective organizational, multi-tasking, and prioritizing skills 
• Ability to work independently, proactively, innovatively, and creatively while exercising sound judgment 
• Solid problem solving skills
• Strong time management skills   
• Experience in an operational environment
• Ability to multi task and meet deadlines while working in a fast paced, high volume environment

Education Requirements

Graduation or equivalent   

We are committed to equality of opportunity for all staff and applications from individuals are encouraged regardless of age, disability, sex, gender reassignment, sexual orientation, pregnancy and maternity, race, religion or belief and marriage and civil partnerships. Please note any offer of employment is subject to satisfactory pre-employment screening checks.