Management of Service Delivery
Takes leading role with Team Supervisor in liaising with other sites on all aspects of service.
Take responsibility for the quality and timeliness of service to assigned clients.
Perform and monitor quality and internal controls for all team deliverables.
Continually evaluate current processes to strive for increased efficiency.
Plan and manage the daily processes and the effective utilization of resources.
Identify issues and problems in service delivery and carry out necessary corrective action, keeping team and Officer informed .
Record the issue in the issues log and track progress.
Ensure that Key Performance Indicators are produced and dispatched to Donor Sites as required.
Review corporate documentation on processes, procedures and controls and evaluate the continuing effectiveness of these and related systems, initiating remedial action as necessary.
Ensure documentation exists for any client-specific procedures.
Monitor errors and potential breaches; complete relevant documentation and ensure training needs are identified and relevant training is carried out.
Record the error in the errors log and track progress.
Ensure adherence to Company and Departmental policies and procedures.
Ensure contingency plans exist for the work of the team and where necessary contribute to the business continuity plans and tests.
Participate in the development, testing and implementation of new systems and products.
Assist with planning and management of all relevant project work.
Maintain close contact with Officer, briefing him / her on all issues and problems both actual and potential.
Develop and maintain good relationships with relevant colleagues in service support departments and contacts in Donor Sites.
Act as focal point for contacts and meetings with other departments and external contacts.
Participate in Service Reviews and ad hoc client / donor site meetings.
Act as a source of technical expertise on State Street systems.
Ensure appropriate training is provided for the team.
Experience in a Fund Accounting environment is necessary.
Very good working knowledge of Excel.
Strong verbal and written communication skills.
Strong analytical skills.
Ability to perform effectively within strict client deadlines.
Excellent English skills.
Ability to work under pressure and to tight deadlines
Attention to detail crucial
Methodical and organized
Ability to work on own initiative