Operations Team Leader

Overview

The primary objective of the Team leader is to lead a customer focused team committed to the provision of a high-quality service achieving SLA’s. Having strong knowledge on transfer agency/registration and capital market products. Provide Leadership support in meeting Teams and Organisational objectives. Manage departmental projects and build working environment more flexible for the team.

Key Accountabilities and main responsibilities

Strategic Focus

This role will include the functions like Share Dealing – Share Plans Service, Transfer Agency/Registrations, Settlements and Reconciliations. The incumbent needs to understand the laws of the region supported and perform day to day work in accordance to procedure set for an activity.

Responsible to manage operations of the team in a timely manner including but not limited to, Static Data Maintenance, Placing Dealing, Open Accounts of Clients, Update / Amend Client’s personal information, Reporting, Performing Settlement and Reconciliation for the activity on the account.

Monitor and drive team and individual performance against agreed KPI’s consistently

Manage team resources by ensuring availability and punctuality of team members

Regularly review work practices/procedures to identify opportunities to improve quality and/or productivity.

Manage escalations and seek to resolve them to the satisfaction of the customer and client

Monitor the work of team members to ensure that the team is compliant with legal, regulatory, policy and business requirements

Encourage an environment of transparency and need based information sharing within the team, by implementing regular team meetings and communication processes

Manage the performance of team members by coaching, providing regular & constructive feedback on performance, and completing performance management processes within agreed timeframes

Assist other teams across the business as required

Provide career counselling and development opportunities for team members by discussing their career goals and current training needs, and supporting learning through personal development plans and training

Excellent interpersonal skills – ability to network and earn confidence of diverse client personnel management of Link group India based operations team

Ability to work under pressure, handle multiple priorities and work as part of the team

Take leadership role in independently managing back office operations

Client Management – establish self as a valued partner and work closely to achieve goals defined

Help knowledge management endeavor by sharing process knowledge and best practices within the teams

Lead various quality initiatives across processes managed

Responsible for Business continuity, transformation, and various audits

Operational Management

Conducting investigations on counterparties for any adverse information, reputational risk issues, inappropriate practices, or behaviour on the part of the counterparty

Conducting risk assessments and applying risk categories to new counterparties

People Leadership

Prepare documentation, process transactions, and perform other tasks related to control and reconciliation

Managing a team between 8-10 people

Conducting monthly 1:1 with team members

Set up the objectives and goals for team members, and provide feedback whenever needed

Assisting the Ops Manager with their day-to-day tasks

Standing in for the Ops Manager in their absence

Monitor and process pending items, correcting discrepancies

Launch investigations, provide information, and compose correspondence

Increase efficiencies by utilizing technology

Understand risks and apply this knowledge to risk metrics

Governance & Risk

Maintain level of accuracy

Complete assigned task as per provided SLA

Experience & Personal Attributes

Excellent presentation and communication skills (written and verbal)

Strong reconciliation & capital market knowledge

Excellent problem-solving skills both independently and supporting others

Excellent/advanced knowledge of Excel with VBA experience being a plus; should be familiar with MS Word & Office tools

Excellent time management skills, demonstrating flexibility and the ability to manage and plan to meet deadlines

Open for changes; understand status quo and challenge today's setup with proposals on how to do it better

Adaptive, flexible style with the ability to work in a dynamic, fast-paced environment

Demonstrated high level of initiative, motivation, and organisational skills

Analytical and problem-solving skills

Effective verbal and written communication skills including negotiation skills, ability to liaise successfully with internal and external parties, and ability to work effectively in a team environment

Flexibility - able to meet demanding deadlines and work long hours to meet those deadlines, as required

Qualification in business/financial markets/law/securities industry desirable

Respond quickly and accurately to queries in a high volume, time sensitive trading environment.

Issue escalation and resolution in a timely manner

The Role need to support APAC or EMEA shift and would need to work in Rotational shift wherein shifts would start at 3:30 am IST for APAC and from 11.30 AM for EMEA

Adapt to an environment of openness and information sharing within the team, by attending regular team meetings and communication processes

Achievement of service standards and client specific requirements regarding quality assurance, daily reporting, and end of month reporting

Identify and drive process improvement and efficiency initiatives across the line of business

Manage escalations and seek to resolve them to the satisfaction of the customer and client

Ensure to be compliant with legal, regulatory, policy and business requirements. Prioritize time accordingly to action on breaks

Developing action plans for resolution of outstanding issues

Good with numbers & ability to derive information from data collaborate with other teams and render support on need basis

MUFG Pension & Market Services is a global, digitally enabled business that empowers a brighter future by connecting millions of people with their assets – safely, securely and responsibly.

Through our two businesses MUFG Retirement Solutions and MUFG Corporate Markets, we partner with a diversified portfolio of global clients to provide robust, efficient and scalable services, purpose-built solutions and modern technology platforms that deliver world class outcomes and experiences.

A member of MUFG, a global financial group, we help manage regulatory complexity, improve data management and connect people with their assets, through exceptional user experience that leverages the expertise of our people combined with scalable technology, digital connectivity and data insights.

India Hub is a central part of MUFG's transformation program, which has rapidly expanded over the past 5 years to nearly 1100+ employees, to provide services to our clients across two of our businesses. We have offices in Mumbai and Pune.

India Hub has allowed us to streamline our operations and forms one of our global centres of excellence. This has allowed us to focus our skillsets, innovate our current operations and create new capabilities for the future. The Hub has been designed to support flexible operations processing our three businesses - Retirement Solutions, Corporate Markets and Investor Services. In addition, our Global Functions team provide centralized expertise and support - like HR, Finance, and IT - to ensure consistency, efficiency, and strategic alignment across all business units.

At India Hub, we are building a dynamic, client-focused, caring, and inclusive culture based on entrepreneurial spirit, effective risk management, empathy, and trust, underpinned by core values. We work collaboratively, supporting and valuing the talents and perspectives of our people, and promoting a flexible work environment where their wellbeing is prioritized. We believe diversity drives better client outcomes, improvement, and growth.

Be part of the MUFG Pension & Market Services journey and together we will achieve our full potential. Candidates must have the relevant work rights. Successful applicants must complete background screening before employment.