1 IT/Computer Technician jobs in Western Cape on Job Mail

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Service Delivery Manager - Transfer Agency

Western Cape

17 May 2022

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Service Delivery Manager - Transfer Agency

Recruit-It Tuesday, 17 May 2022 1

IT/Computer - IT/Computer Technician

Western Cape

FULL TIME

Job Specification
Company
Reference Number PE009562/LM

Job Summary

Position Purpose:
The Service Delivery Manager role entails the management and support functions related to the service delivery to clients within the Transfer Agency division. The Service Delivery Management department falls within the Fund Services business unit and is responsible for the provision of technical support to clients. The Service Delivery Manager is both the company operational champion in the client environment and the client’s operational champion within the company environment. The Service Delivery Manager will frequently focus on project work – both for clients and internal project. This includes partnering with vendors and internal suppliers to design and implement new solutions. The Transfer Agency Service Delivery Team will consist of broad number of skillsets - with a varied skills and skill levels to ensure that all required functions and activity can be performed. This team will service the TA of Unit Trusts , Hedge Funds and Offshore funds.

Minimum requirements:

A minimum of 4 years work experience in this sector
A relevant tertiary qualification or Business Analyst qualification would be advantageous
Strong SQL and technical skills
Experience and knowledge of financial cash flows or accounting principles would be advantageous.

Duties and responsibilities:

Analysis, documentation, testing and implementation of changes to business solutions, processes, reporting, and legislative changes (identifying risks, process inefficiencies and suggesting opportunities for automation)
Managing client change requests and open items specifically related to service delivery or existing Service Level Agreements through to resolution, in so doing actively project manage client requirements
Provide first line support to clients on operational and reporting matters and queries, including the investigation and resolution of queries with limited need for support from other operational departments
Provide first line support to operations team and clients on system related matters and queries, specifically Silica, Flex cube, T-Cube and user support, including the investigation and resolution of queries with limited support from other operational departments
Investigating and resolving client, investor and internal queries efficiently and on a timely basis - issue resolution such as Profit & Loss calculations and incident review and monitoring
Monitoring to ensure the accurate delivery of investor correspondence, tax certificates
Ownership of Tax Services which includes the provision of DWT, IT3BC, FATCA/CRS, SARS Submissions and Reconciliation
The individual is responsible to ensure that tasks performed are executed efficiently, accurately and within deadlines
Configure, troubleshoot, and maintain application systems
Managing new client products and funds i.e., set-up, testing, take on and implementation, fund mergers and termination
Support and manage the project and the on-boarding and migration of new clients
Take full ownership of all clients matters and queries through to resolution ensuring that escalated client queries are thoroughly investigated and resolved by the company Operational teams
Implementing efficiencies through increased automation and synergies across the various products
Develop and foster a strong operational relationship with all clients, and provide operational guidance and training to clients as and when required
Manage the incident report process through to remediation, providing the findings to the relevant Fund Services departments to implement corrective actions
Manage and produce the monthly TA KPI client report packs and client billing
Maintain, with guidance from the Operational teams, the client SLA
Participate in cross-training and knowledge sharing within the department
Deliver high standards of service quality to external clients in accordance with agreed Service Level Agreements.

Skills and Competencies:

Knowledge of the applicable LISP and CIS legislative and tax environment
Excellent communication and client services skills (both written and verbal)
Ability to work under pressure and meet deadlines
Strong business acumen with excellent numeracy and a logical and analytical approach
Strong technical knowledge of the company Fund Administration functions and processes, and a good understanding of the upstream and downstream processes
The ability to design new processes and conceptualize and assist in the development of systems to support those processes
Specific knowledge and experience with the Oracle Flex cube, Silica and T-Cube administration system would be extremely advantageous
Experience or qualification as a business or systems analyst role advantageous.

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1 IT/Computer Technician jobs in Western Cape on Job Mail

Service Delivery Manager - Transfer Agency

Job Summary

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