Client Operations Analyst

4 months ago

Sydney, Australia Capital Group Full time

The Client Operations team has associates based in Geneva, London, Singapore and Sydney, responsible for supporting the operational aspeects of our fund investors across Europe and Asia. The analyst in Sydney will focus mainly on our Australia domiciled funds, working independently to provide superior service to investors, directly or indirectly, as part of the Responsible Entity and fund manager/product issuer responsibilities:

Monitors, supports and oversees the outsourced unit registry’s overall service delivery including for applications, transactions, maintenance, AML/KYC and distributions.

Ensures that investors including platforms/dealer groups and internal stakeholders’ queries are answered in a consistently prompt & professional manner

Manages management fee rebates agreements and platform agreements and the associated fees payment

Conducts distributor oversight including AU DDO reporting and due diligence

Acts as a liaison for our Europe-based Tax and Fund Administration teams, to assist where required to custody, fund account and financial reporting matters

Participates in projects and initiatives including regulatory projects, digital enhancements and share class rationalization. 

Primary responsibilities:

Monitors, supports and oversees the outsourced unit registry service delivery

Serves as the escalation point for the outsourced unit registry on investor dealing and AML/KYC matters

Ensures that service levels are met with regards to accuracy and timeliness of investor reporting, distributions, rebates processing and investor communication

Assesses and resolves issues in a timely manner per agreed procedure or escalate to manager and internal teams appropriately to find resolution, taking account of materiality, complexity and risk factors.

Performs certain checks on outsourced tasks to assist the accuracy and service quality of the outsourced unit registry, as well as for internal monitoring purposes

Provides high level of service to existing and prospective investors as well as internal clients

Acquires a working knowledge of unit registry processes and timeline

Responds to queries in a timely manner, informing on delivery timeframes & complexity as relevant.

In situations of interaction with investors including platforms and dealer groups, is mindful to demonstrate CG’s commitment to superior client service and overall excellence.

Proactively captures and seeks out information about prospects and existing investors in order to gain a better understanding of client context and perspective.

Considers relevant regulatory requirements and data secrecy / protection.

Manages platform and Management Fee Rebates (MFR) agreements and payments

Coordinates the drafting and negotiation of agreements by working closely with Legal & Compliance and Sales team

Liaises with the platforms and asset consultants/wealth managers either directly or via Client Relations during the lifecycle of the relationship especially on the relevant operational considerations, and troubleshoots any issues with all relevant parties.

Ensures investor details and classifications, are correctly captured in relevant CG systems and instructed to the outsourced transfer agency

Oversees the process of the calculation of management fee rebates and platform fees paid out by working closely with internal fees team and unit registry

Conducts distributor oversight including AU DDO reporting and due diligence

Coordinates the quarterly AU DDO monitoring of activities and distributor reporting to report to governance group

Conducts distributor due diligence with relevant dealer groups and platforms and liaise closely with Legal & Compliance on

Participates or provide inputs to DDO working groups both internal and external

Acts as a liaison for our Europe-based Tax and Fund Administration teams, to assist where required to custody, fund account and financial reporting matters

Leveraging ATO business portals to approve for tax reclaim certification per requirement from ATO

Assists with governance and regulatory reporting obligations

Liaises with the outsourced unit registry and outsourced fund admin on BAU including quarterly and financial year-end distributions

Act as a liaison in projects and assists in queries from internal teams and investors at it relates to tax and distribution matters where necessary

Contributes to the quality of team processes and business acumen

Identifies and discusses any perceived gap(s) in operations/business processes.

Recommends improvements relative to risk and/or efficiency.

Monitors & updates internal procedures, and identifies areas for documentation improvement.

Stays informed on industry developments and actively demonstrates curiosity and initiative to learn.

Performs additional responsibilities as assigned

Business & Technical Skills:

Consistently demonstrates effective written and oral communication skills with a diverse group of associates including external parties and senior business leaders.

Demonstrates and develops in-depth knowledge of the AU managed funds industry, client services and mutual funds, applicable regulation, industry guidelines and practices, trends, and technology. Demonstrates ability to apply those to work assignments.

Consistently demonstrates the ability to evaluate and appropriately address data confidentiality & security concerns when dealing with stakeholders

Demonstrates effectiveness in being a Client Operations subject matter expert and an active participant in a variety of meetings and settings.

Demonstrates ability to effectively collaborate with others to meet shared objectives, and develops relationships within the team, other internal teams generally and with external parties including service providers.

Is attentive to detail and in particular when providing information about CG AU funds’, policies and services to investors or their representatives.

Demonstrates in-depth knowledge of investor servicing and related processes, including but not limited to CG AU funds’ PDSes and Information Incorporated by Reference (IIR), specific regulatory (including AU DDO, RG97) and operational constraints (such as country registrations, shareholder tax reporting, share class eligibility), and general CG best practice guidelines, including other Client Servicing teams’ organization, concerns and priorities.

Consistently demonstrates effective and professional service orientation, and in particular the ability & drive to effectively prioritize and balance different interests or perspectives (e.g. specific client considerations versus standard procedures) in elaborating solutions.

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