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Senior Specialist, Operations

Employer
Janus Henderson Investors (Singapore) Limited
Location
Singapore, Singapore
Salary
competitive
Closing date
Mar 2, 2023

View more

Job Function
Other
Industry Sector
Finance - General
Employment Type
Full Time
Education
Bachelors
Why work for us?

Janus Henderson is a leading global active asset manager. We exist to help our clients achieve their long-term financial goals. Our team exemplifies our values of putting clients first, acting like owners and succeeding as a team. Our culture is high-energy, collaborative, and forward-thinking with opportunities to grow in an exciting career. We invite you to consider joining our dynamic, global team!

Your opportunity
  • Resolve any arising service issues or escalations ensuring you have a strong understanding of Strategic Account Programme clients - striving to provide a corresponding platinum service
  • Manage and resolve any queries for internal/external parties within agreed SLA's
  • Champion new ideas to raise processes to 'Best Practice' and align them across product jurisdictions
  • Keep abreast of any new developments/trends within the industry and share with wider team
  • Handling of escalated investor complaints to the satisfaction of the client including managing and instructing the TAs as appropriate and approve the payment of ex-gratia payments as appropriate
  • Conduct regular complaint analysis, identify trends and areas of improvements, and establish viable initiatives to improve the service and reduce complaints
  • Ensure reporting and measurable statistics are provided to demonstrate effectiveness of improvements delivered
  • Lead service improvements identified from complaint analysis through to completion
  • Support and collaborate with our partners in Distribution and Product, delivering to and understanding new or changing business needs. Actively deliver change and provide/adapt operational support/models, within regulatory guidelines. that will help grow AUM & revenue
  • Support the pipeline of new business by contributing to RFP request responses as appropriate
  • Work closely with potential clients ensuring all operational issues are discussed/agreed and set-up lines of communication
  • Participate in any client operational due diligence meetings as required
  • Maintain full oversight of the investor onboarding process for our Hedge and European funds ranges
  • Work with the TA's to ensure seamless, timely onboarding of any new investor accounts. Challenge requirements and find solutions to improve the process and timeliness of onboarding
  • Lead on direct client contact/dialogue for key operational, onboarding or regulatory matters
  • Analyze data related to CX, collate MI, and propose key enhancements to services in order to continually improve the CX
  • Face off to key stakeholders in Distribution, CX and Compliance on key matters & challenges
  • Support and execute the Investor Services teams processes/procedures, systems, and controls
  • Support the team and management in the delegation of other processes and tasks that may be created or transitioned into the team
  • Actively contribute to meetings and workstreams
  • Carry out other duties as assigned


What to expect when you join our firm
  • Hybrid working and reasonable accommodations
  • Paid volunteer time to step away from your desk and into the community
  • Support to grow through professional development courses, tuition/qualification reimbursement and more
  • All-inclusive approach to Diversity, Equity and Inclusion
  • Maternal/paternal leave benefits
  • Complimentary subscription to Headspace - the mindfulness app
  • Corporate membership to ClassPass and other health and well-being benefits
  • All employee events including networking opportunities and social activities


Must have skills
  • Degree level education and meaningful professional qualifications or 5 years industry experience
  • Strong understanding of transfer agency tasks including register maintenance, event and deceased management, dealing, settlement, client service including call centre and written enquiries management
  • Consistent record of managing an outsourcing relationship
  • Proven track record of supporting direct clients, institutional clients, distributors and platforms
  • Strong product knowledge of UK, Luxembourg and Irish funds
  • Critically analysing evolving and fluid situations; Facilitating the implementation and acceptance of change within the workplace.
  • Sets clearly defined objectives; Plans activities and projects well in advance and takes account of possible changing circumstances; Manages time effectively; Identifies and organises resources needed to accomplish tasks by monitoring performance against deadlines and milestones
  • Takes responsibility for actions, projects and / or people; Initiates and generates activity and introduces changes into work processes. Makes quick, clear decisions which may include tough choices or considered risks; Applies sound judgement by comparing data from different sources to draw conclusions using effective approaches for choosing a course of action or developing appropriate solutions.
  • Gains clear agreement and commitment from others by persuading, convincing and negotiating. Makes effective use of political processes to influence and persuade others; Promote ideas on behalf of oneself or others; Makes a strong personal impact on others; Takes care to manage one's impression on others; Effectively exploring alternatives and positions to reach outcomes that gain the support and acceptance of all parties and builds collective support or agreement
  • Speaks Fluently; Express opinions, information and key points of an argument clearly; Create presentations and / or undertakes public speaking with skill and confidence; Responds quickly to the needs of the audience and to their reactions and feedback; Projects credibility.
  • Analyses numerical data and all other sources of information, to break them into component parts, patterns and relationships; Probes for further information or greater understanding of a problem; Makes rational judgements from the available information and analysis; Demonstrates an understanding of how one issue may be a part of a much larger system.
  • Identifies business opportunities; Produces new ideas, approaches or insights; and produces a range of solutions to problems.
  • Easily establishes good relationships with 'customers' and staff; build wide and effective networks of contacts.
  • Dedicated, with drive and energy to get things done


Nice to have skills
  • Working knowledge of MS Power BI


Supervisory responsibilities
  • No


Potential for growth
  • Mentoring
  • Leadership development programs
  • Regular training
  • Career development services
  • Continuing education courses


We are an equal opportunity / affirmative action employer. All applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status

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