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Job Description
What is the opportunity?
RBC Investor Services Malaysia is a processing centre of operational excellence supporting 10 countries across three geographic time zones. RBC IS Malaysia employs a Global Operating Model to maximise efficiencies across times zones and supports a 24/5 operational capability. The objectives for Malaysia are to enhance the scalability of our global operations, improve service quality via our ‘centres of excellence’ and to implement/leverage standard processes globally.
As a Senior Administrator, Entitlements you are responsible for day to day supervision of accurate and timely processing, reconciliations, reporting and query resolution within required timeframes across all prescribed services to RBC IS clients.
Working Hours : 3pm to 12am / 4pm-1am
What will you do?
Primary Responsibilities
- Provides day-to-day supervision to direct line manager in ensuring daily deliverables are successfully completed; including any ad-hoc responsibilities assigned
- Ensure that all allocated corporate/income events and instructions are:
- processed, validated, and authorized within the required timeframes i.e. key dates and stages
- highly in adherence to SLA and operational procedures without exception; and deviations are reported to Supervisor/Manager immediately
- Ensure prompt escalation of operational issues that may cause financial or reputational issues to RBC or its clients to Supervisor/Manager of the team/department
- Process receipt of entitlements within agreed service standards
- Full adherence to the team’s control functions, including operations/events and End of the Day checklists
- Closely review/investigate and resolution of outstanding reconciliation items
- Ensure that queries raised/assigned to individuals are answered within agreed service standards
- Review procedures and processing on a regular basis with advice to Supervisor for process improvements (time saving/cost effectiveness)
- Provide coaching and support on operational activities to staffs to ensure all aspects of team’s activity are satisfactorily covered. This may include buddy training, classroom refreshers etc
- Maintaining high level of Quality in term of accurate and timely processing as defined in goals & objective document
- Continually ensure complete awareness of Client, external custodians and inter-departmental Service Level Standards / Agreements and ensure compliance at all times
- Full awareness on PPL process and conduct periodically reviews on existing procedures with a focus on increasing accuracy, efficiency and best practices
- Support the identification of new technology and operational processes to effectively reduce cost, increase quality service and ensure accuracy
- Establish working relationships with people at all levels both inter departmental and across the wider group.
- Accountable for maintaining satisfactory internal and external Audit/Regulatory/Risk ratings and reviews
- Provide feedback on agent network and vendor performance on any deviations from their service level agreement with RBC.
- Assisting Supervisor/ line manager with work load allocation amongst team members
Client Service and Teamwork
- Respond to all client queries and incoming emails in a timely and effective manner
- Develop and maintain good working relationships with brokers/fund managers/clients/custodians
- Provide assistance to the other teams within RBC INVESTOR SERVICES when required to ensure the success of the larger team
- Actively engaged in cross-training for flexibility within the team
- Ensure ongoing productivity by providing back-up relief for staff who are absent or on leave
- Flexibility to work various shifts of home location (subjected to daylight savings)
- Assist Supervisor/ Manager in training of staff
- Assist Supervisor/ Manager to build a cohesive team spirit within team that will foster RBC Values, client service focus, operational efficiency and an error free environment
What do you need to succeed?
Must have
- Experience in a Global custody or related financial institution.
- In depth knowledge and experience (at least 1+ years)
- Good written and verbal communication skills
- Ability to use initiative
- Excellent attention to detail
- Good interpersonal skills and networking abilities with sub-custodians and internal departments
- Ability to work as part of a team or alone to achieve collective goals
- Good organisation skills and ability to prioritise workloads to meet tight deadlines
- Able to work under pressure
- Demonstrated supervisory ability
Nice-to-have
- Adaptability
- Teamwork and collaboration
- Attention to detail
- Initiative
- Investment Operations Certificate (IOC) qualifications
What’s in it for you?
We thrive on the challenge to be our best, progressive thinking to keep growing, and working together to deliver trusted advice to help our clients thrive and communities prosper. We care about each other, reaching our potential, making a difference to our communities, and achieving success that is mutual.
- A comprehensive Total Rewards Program including performance based bonuses, flexible benefits, and competitive compensation
- Leaders who support your development through coaching and managing opportunities
- A world-class training program in financial services
- A collaborative dynamic culture where personal initiative and hard work are recognized and rewarded
Job Skills
Active Learning, Communication, Critical Thinking, Customer Service, Operational Delivery, Process Improvements, Time ManagementAdditional Job Details
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We also strive to provide an accessible candidate experience for our prospective employees with different abilities. Please let us know if you need any accommodations during the recruitment process.
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