Operations Supervisor in Leeds

Overview

The Operations Supervisor, Share Plans, will be based from our stunning city centre office in Leeds, so you must live within a commutable distance to enable you to be in the office each week. The team is responsible for the maintenance and general administration work for the clients’ records, as well as oversight of offshore work. As an Operations Supervisor, you will be responsible for ensuring the team carry out their respective daily tasks within the agreed SLA’s, delivering and maintaining high quality, accurate and outstanding customer service at all times. You’ll get the chance to follow your chosen career path anywhere in MUFG Pension & Market Services. You’ll be joining a network of experienced, innovative and dedicated individuals across multiple teams and countries. There are countless opportunities to learn new skills and develop in your career and we’ll provide the support you need to do just that.

Benefits

• 26 days annual leave, plus a wellbeing day, a volunteer day, bank holidays and the opportunity to buy up to 5 days’ extra each year
• Health, wellbeing and lifestyle rewards that can be tailored to support you and your family, including:

• Employee Assistance Programme
• Discounts on retail and socialising
• Travel and technology
• Cycle2work scheme
• A host of gym and fitness subscriptions
• Car Salary Sacrifice scheme

What you need

• Exceptional verbal and written communication skills with the ability to build and maintain strong relationships with a variety of stakeholders and colleagues
• Integrity, professionalism and the ability to work respectfully with colleagues and customers
• Exceptional attention to detail, ensuring accuracy and a ‘right first time’ approach
• Outstanding time management skills, showcasing flexibility and the ability to manage various processes independently, in addition to previous supervisory experience
• An in-depth understanding of excellent customer service with the drive, desire and passion to promote a strong team ethic and a willingness to take on additional responsibilities
• Commitment, demonstrated by taking ownership within your current role
• Dedication to proactive self-improvement and an ability to provide evidence of this commitment

Day to Day, you will

• Simplify, deliver and grow through process optimisation, customer focus using innovation and technology
• Develop and maintain expert knowledge of our products and procedures, ensuring this knowledge is current by completing mandatory training within the prescribed timescales
• Identify opportunities for process improvements that enhance the customer and client experience, collaborating with peers to implement these changes
• Ensure compliance with agreed procedures and Service Level Agreements (SLA’s), to meet the high standards that are recognised at industry level
• Oversee and verify employee documentation related to Share events
• Assist the manager in planning, monitoring and coordinating workloads to ensure the team has the appropriate resources and skills to maintain performance standards
• Identify process improvements and engage with the relevant business areas to achieve this, ensuring you monitor MI such as complaints and risk events
• Work collaboratively with colleagues in Mumbai, ensuring oversight framework is applied
• Address and resolve staff concerns related to their roles or the team, supporting direct reports with issues or queries in the absence of the manager or in collaboration with the manager
• Conduct annual employee reviews and monthly one-to-one meetings, supporting the setting of objectives and implementing development and training plans to maximise staff potential, addressing any concerns regarding team and individual performances
• Support the team to implement process and business change positively, communicating key information and business initiatives through huddles and team meetings
• Ensure key controls are executed within their due month within GRC and follow through on any highlighted or addressed issues ensuring resolution
• Perform functions in accordance with the CASS rules framework and MIFID II rules, maintaining full compliance with internal and external procedures, as well as FCA regulations

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