Customer Operations Manager

Job Description

Location: Kowloon Bay, Hong Kong

In this office-based position you’ll experience a supportive approach to your wellbeing and continuous learning opportunities in our friendly and inclusive workplace. Find out more at computershare.com/flex.

We give you a world of potential

We are actively recruiting for a Customer Operations Manager to join our team in our Megabox Office.

Customer Operations Securities Transfer Team sits under the Operations team responsible for providing back-end support for processing shareholders’ transfer requests and updating the company’s records in the system to reflect the new ownership.

A role you will love

The Customer Operations Manager - Securities Transfer is responsible for overseeing the day-to-day share transfer process to ensure a smooth operation of securities transaction, handling complicated cases and escalating potential fraud cases, updating the requirement of regulations to the procedure from time to time, and ensuring all transactions are being processed complying with the regulations.

Some of your key responsibilities will include: 

Securities Transfer Operations
• Ensure all transfer requests are processed within service level and comply with compliance.
• Liaise with different teams (Operations, Investor Services, Client Facing, Legal and Compliance, etc.) and external parties (brokers and shareholders) to facilitate smooth operation of securities transaction .
• Review transfer documents for corporate holder and approve transfers above threshold.
• Monitor overall performance of the share transfer process, ensure high standard service is delivered to shareholders and to the satisfaction of management and as per client’s requirements.

Process Improvement & Support
• Take up projects and drive initiatives where assigned to and support new product development.
• Enhance operational efficiency by working with relevant internal stakeholders through process streamlining and improvement.
• Develop and review operational procedures, oversee reporting and control for the whole share transfer process.

Risk Management
• Track and assess key performance and control indicators as part of the control assessment to help the share transfer functions including offshore vendor to maintain an acceptable risk level in the daily operating environment.
• Act as point of escalation of exception and non-conformities resulting from legacy practices and processes.
• Address escalated matters in accordance with relevant handling procedures, code of conduct and ensure timely follow up and until satisfactory closure of the matter.
• Identify signs of potential issue, near miss and red flags in resolve any inherent or emerging risks.

Team Development
• Lead internal communications efforts through active communications to team members including regular meetings, announcements and reports.
• Cross train team members to upskill their skillsets for fully support between teams in peak season.
• Weekly performance meeting with Offshore Team to review their tasks performance and ensure their productivities meet the Management’s expectation.

What will you bring to the role?

You will be a degree holder, preferably with a background in the banking or securities industry. You will have experience in a supervisory capacity and working in an operations role. You will be self-motivated with a strong sense of responsibility. Highly adaptive in harmonizing experience and ways of doing things with Computershare’s culture and in doing the right thing.

Your strong problem solving, and strategic thinking skills will be valuable in order to succeed in this role. You will have excellent communication and writing skills in English and Chinese.

Additionally, you have the eagerness to grow your career in the share registry industry.

If this sounds like an opportunity and team you’d love to be a part of, apply today!

Rewards designed for you

Flexible work to help you find the best balance between work and lifestyle.

Health and wellbeing rewards that can be tailored to support you and your family.

Invest in our business by setting aside salary to purchase shares in our company, and you’ll receive a company contribution as well.

Extra rewards ranging from recognition awards and team get togethers to helping you invest in your future.

And more. Ours is a welcoming and close-knit community, with experienced colleagues ready to help you grow. Our handbook will help you find out more about our rewards and life at Computershare, visit computershare.com/careers-handbook.

About Us

A company to be proud of

We're a global leader in financial administration with over 12,000 employees across more than 22 different countries. At Computershare, it’s more than just a job, our open and inclusive culture means that we will help you to grow, to move forward and make the most of our world of opportunities.

A diverse and inclusive place to work

At Computershare we value diversity and welcome applications from everyone, believing that an equal and inclusive culture is key to excellent results. One of the greatest advantages for our organisation is the talent and diversity of our people and we strive to ensure all our employees have an equal opportunity to contribute their ideas, bring their personality to their work and showcase their skills. For support with accommodations or adjustments during our recruitment process please visit computershare.com/access for further information.

Computershare is an equal opportunity employer. Qualified applicants will receive consideration for employment regardless of race, color, religion, sex, sexual orientation, gender identity or expression, national or ethnic origin, age, disability, protected veteran status, or other characteristics protected by applicable law.

About The Team

Since 1978, we’ve been trusted by companies around the globe to manage their shareholder registry, corporate actions and shareholder meetings and we’re now the number one transfer agency in the world. As client needs evolved, so has our portfolio of services; extending our Issuer Services into equity and entity governance services to companies both public and private worldwide. Careers in Issuer Services could mean anything from assisting shareholders with their portfolios, enabling access to global markets or helping clients deliver on their equity and entity compliance requirements everywhere they operate.