Administrator, Registry Operations

To provide a high level of front-line customer service to MUFG Corporate Markets clients/Investors/third parties and government agencies.

This includes: 

1. Professional and courteous handling of all email enquiries and written correspondence received in LMS client email inboxes and workflow systems;
2. Accurate, efficient and effective processing of email requests as per investor expectations and client service level agreements;
3. Accurate, efficient and timely processing of all written requests, deceased transmissions and off-market transfers in accordance with ASX Listing Rules;
4. Validation and processing of investor transactions;
5. Research and respond to investor enquiries using existing and archived information;
6. Meeting or exceeding all key performance indicators (KPI’s) set for this role;
7. Validation and processing of investor transactions;
8. Investigating processing enquiries from internal stakeholders.

Key Accountabilities and main responsibilities

Strategic Focus

• Accurate and timely processing of all registry and employee email enquiries received in LMS client inboxes 
• Accurate and timely processing of all written correspondence requests received 
• Meet all agreed client SLA’s targets
• Supporting LMS Large Holder Group (LHG) with phone contact with nominees/custodians and institutions on record/cut off dates
• Supporting Investor Research with National Enquiry Log (NEL) management
• Ensure all transactions are processed within the time frames provided by the ASX Listing Rules or as outlined in Client Service Level Agreements (SLA)
• Responding to executor/solicitor and broker enquiries 
• Ensuring CHESS electronic transactions are registered in accordance with ASX and SCH Business Rules

Operational Management

• Efficient and effective service delivery
• Accurate and timely processing of all insolvency Proof of Debt and Proxy forms
• Validation and processing of Estate Administration transactions to ensure critical dates are met and client specific requirements are adhered to
• Prepare Deceased correspondence
• Photocopy, filing and faxing shareholder information
• Supporting with statistic/client reporting
• Achievement of Enlighten business objectives and efficiency targets
• Support Operational Services Management with process improvement initiatives
• Facilitate/participate in team meetings, morning huddles and management meetings as required
• Effectively coordinate and/or resolve any escalated issues and/or shareholder/ issuer feedback or complaints
• Prepare documents, correspondence, statements and reports for Investors, Government agencies, internal and external stakeholders
• Support Estates Administration Team Leader in ensuring that Quality & Assurance targets for Estates Administration are achieved
• Facilitate/participate in various team, project and management meetings as required

People Leadership

• Contribute to the Investor Research/Estate Administration team and support other Ops team members as they strive to achieve their service, development and performance goals
• Contribute to the training of fellow team members when appropriate
• Assist with investor reception services 
• Assisting Team leader/ Manager in maintaining day to day activities 

Governance & Risk

• Adhere to Policies and Procedures
• Adhere to incident management and reporting guidelines
• Successful completion of all compliance modules

The above list of key accountabilities is not an exhaustive list and may change from time-to-time based on business needs.

Experience & Personal Attributes

• Demonstrated ability to meet deadlines and strong KPI track record
• Ability to work cohesively with team and independently without supervision
• Strong focus on service and quality orientation
• Accuracy and attention to detail
• Understanding and knowledge of those policies and procedures processes relevant to MUFG Corporate Markets Investor Email and Correspondence service offerings
• Strong organisational skills
• Strong oral and written communication skills
• Strong time management and leadership skills
• Ensure all team procedures and policies are up to date as required to complete all aspects of processing required within the team Flexibility - able to meet demanding deadlines and work additional hours, including weekends, to meet those deadlines, as required