Team Leader

**Overview**
- In your role as Team Leader, you will be responsible for leading a team of Customer Service Officers, Client Relationship Assistant Managers and other operational team members across Registry, Investor Relations, and Employee Share Plans to ensure a consistent and exceptional client experience through managing, meeting and exceeding client expectations.

**Key Accountabilities and main responsibilities**
- Strategic Focus
- Develop and grow strong and strategic relationships within your team, clients and stakeholders, leveraging existing network to grow our existing client base
- Proactively identify client service trends and problems and implement appropriate solutions i.e. implementation of best practice, productivity, quality and client service standards
- Identify areas for process improvements, support best practice initiatives and participate in projects and implementation processes
- Operational Management
- Manage and action escalations and enquiries from internal and external stakeholders with urgency
- Plan and forecast execution of team workflow activities based on planned/unplanned absences
- Monitor efficiency of activities to ensure SLA’s and overall team targets are achieved
- Investigate, raise and resolve incidents where required via Link Group’s internal reporting tools
- Cross skill team members to reduce single point sensitivity
- Recruit and or refer skilled individuals and identify the skills and experience required for successful job performance
- Work with the Head of Client Service Delivery to ensure consistent and appropriate task allocation
- Participate in and ensure the broader Client Service Delivery team maintain the CRM database and other records as directed by the CRMs
- Managing client expectations through the timely and quality delivering of specific service elements (e.g., ensuring monthly and weekly reports are delivered)
- Act as a point of escalation for your team members and provide timely support and guidance
- Act as a point of contact for clients to support or in the absence of CRMs or CRAMs, ensuring the broader team are also acting in the same capacity
- Assistance with or project management of activities such as mailings, meetings, reporting etc
- Work with Senior Managers, Senior CRMs and CRMs to ensure client activities are supported and objectives are met
- Work in partnership with other Team Leaders and ensure clear lines of communication are available across all teams within the Centre
- People Leadership
- Actively develop team members to perform in the role, set goals and develop clear plans to achieve their personal goals and overall business objectives
- Provide regular feedback, recognition, coaching and direction throughout the year to enhance their performance and growth, and realign their goals with changing business priorities
- Develop, implement and maintain effective and transparent communication strategies to ensure your team members are kept up to date with any organisational or legislative change
- Developing product knowledge across all verticals including registry, Orient Capital and employee share plans
- Governance & Risk
- Identify and implement appropriate quality controls to ensure client standards are achieved and are in line with Link Group policies and procedures
- Follow transition governance framework to ensure smooth transition of activities to our Indian support team

**Experience & Personal Attributes**
- The ability to effectively work both autonomously and as part of a team
- Experience in meeting service standards
- Management Reporting
- Exceptional Customer Service skills with strong client focus
- Strong people skills, management experience and coaching and motivational skills are essential
- Ability to work under pressure and maintain set target levels as directed
- Ability to manage projects including the coordination of client Annual General Meetings (AGM)
- Business awareness of both Link and its clients in order to meet client needs
- The capacity and willingness to quickly gain and understanding - of the securities industry and associated regulatory and legislative environments
- Proven capability in leading, inspiring and creating a safe and engaging work environment to enable a high performing team
- Ability to collaborate, bring people together and have shared outcomes.
- Capability to foster resilience and determination through the broader team
- Communicates effectively and transparently with all stakeholders
- Ability to prioritise, organise and forward plan to ensure SLAs are met
- Innovative and proactive; always looks for ways to improve the way we work through services and processes
- Previous experience in a supervisor, team coach or team leader capacity is desirable

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 Ret