Principle Process Executive

Management Level

HPrinciple Process Executive- Operations

Department: Operations Reports to: Team Leader

Role

As a Principal Customer Experience Executive, your will be responsible for overseeing the escalation management process aimed at enhancing customer satisfaction. You will also track and record different escalation emails/complaints to identify customer service gaps and make appropriate improvements is responsible for all aspects of quality checking, complaint analysis, trend analysis and continuous improvement.

Core Duties and Responsibilities

• Ability to effectively, efficiently, and professionally communicate to our customers verbally and in writing via various channels (phone, letters, emails, etc.)
• Responds to inquiries in a timely, efficient, and professional manner
• Provides assistance to shareowners and other requestors by acknowledging and answering inquiries, addressing issues, and providing resolution within established standards. Typical inquires received include, but are not limited to:

• Transfer requests and requirements
• Dividend payments
• Reinvestments
• Address changes
• Account information
• Tax inquiries

• Responds to online inquiries and information requests to complete account transactions
• Performs research as needed to resolve problems and inquiries
• Documents notes and ensures key data is accurately captured
• Follows up when inquiry is not immediately resolved
• Escalates calls to next level as appropriate
• Consistently adheres to quality standards, productivity standards, adherence standards, and Risk and Compliance requirements.
• Complies with all Company policies, including but not limited to, attendance, attire, and data security
• Proactively drives improvements to quality performance within team and end to end process
• Review complaints/conduct trend analysis of quality issues and deliver effective actions to avoid future occurrence.
• To ensure both new recruits and experienced team members are appropriately trained, coached and motivated so that their individual and collective performance meets the current and future performance of the business.
• Take ownership of resolution of any risks or issues identified and ensure QC & Workflow Manager is fully aware of any ongoing issues
• Ensure that the operational unit works to support our quality policy, information security policy and all aspects of our Integrated Management System.
• Support the team deliverable by undertaking a range of roles and tasks when required.
• Pursue personal development of skills and technical knowledge to adapt to the changing business environment.
• Provide feedback to individuals in a timely manner and ensure issues/lessons learnt are shared with the wider team
• Ensure corrective actions are taken in a timely manner and seen through to completion
• Achieve team average of 98% quality result for certified staff month on month
• Your breaks will be scheduled and you are expected to comply with them, to ensure the process is always within Service Level Agreements.
• Your business shift hours and holiday calendar will be aligned based on your project allocation, i.e. UK or US.
• Motivation and efficiency of team members
• Development of knowledge, competence and skills of self and team
• Adherence to procedures, policies and Integrated Management System requirements
• Quality of recommendations for continuous improvement
• Effectiveness of change management and communication
• Effective communication with team stakeholders.

Competencies and Experience

The candidate should demonstrate the following experience, skills and behaviours:

• Prior Transfer Agent or Securities Industry experience within the financial market
• Deliver quality to our customers.
• Drive to improve results and standards by working together as a team
• Taking ownership and responsibility
• Exhibit exceptional leadership skills with technical proficiency
• Explains or presents information to individuals or groups in a structured, clear, confident and concise way avoiding the use of jargon.
• Explains the reasoning behind what is being said to ensure understanding and acceptance.
• Produces clear and concise reports and other written material (both draft and final form) usually of a detailed and sometime technical nature, which are understandable to those with or without knowledge of the subject matter.
• Uses time management techniques to plan, manage and prioritise own and team’s work effectively, making most efficient use of the time available.
• Give constructive feedback in order to identify individual’s development needs.
• Maintain consistency and fairness throughout the process.
• Able to assess the impact of change on products, systems, processes and people.
• Develop and maintain relationships with key contact in all relevant areas.
• Has a good understanding of the business environment in which Equiniti operates and of industry best practice.
• Has a good awareness of the likely impact of economic, political, social and regulatory change on Equiniti’s business and overall aims, including relevant IT industry developments.
• Maintain an understanding of competitor services and initiatives and how they may be turned to advantage.
• May require the need to travel to other locations.
• Willing and able to work extended hours as needed.

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.