Senior Associate, Global Fund Specialists

As a Senior Associate at MUFG Investor Services, you will be responsible for managing queries within the Appian system, categorizing emails efficiently, and ensuring critical items are prioritized and escalated as necessary. Additionally, you will oversee the Appian Admin Portal, collaborate with internal departments on system issues, and continuously improve case management processes. Your role would involve mentoring a team and focusing on the adoption of new technologies to enhance client services.

To qualify for the Senior Associate position at MUFG Investor Services, you should have experience in a lead client service role in Investor Operations. It's essential to demonstrate your ability to prioritize cases, monitor workflows, and adapt to changes. Strong leadership, organizational skills, and excellent communication abilities are crucial in this role, as you’ll be mentoring a team and collaborating with various departments.

Team management is a significant aspect of the Senior Associate position at MUFG Investor Services. You will have the opportunity to build, develop, and mentor your team globally, fostering a continuous improvement mindset. This role requires strong leadership skills as you guide your team in adopting efficient workflows and leveraging technology to enhance client service.

In your role as a Senior Associate at MUFG Investor Services, you will primarily work with the Appian system for case management and might also engage with AI technologies. You will also be involved in identifying and implementing new functionalities within these systems to optimize workflows and enhance service delivery.

A typical day for a Senior Associate at MUFG Investor Services involves managing and overseeing queries in the Appian system, ensuring prioritization of urgent items, and collaborating with team members and other departments. You'll also be actively involved in identifying system improvements, conducting end-of-day checks, reporting, and mentoring your team to strive for excellence in client service.

In managing client service inquiries, it's important to communicate clearly and efficiently categorize responses. Emphasize your ability to prioritize urgent matters and your past successes in resolving issues quickly to enhance client satisfaction.

When facing escalated issues, I first assess the crisis' impact on the client and the organization. I pride myself on maintaining calmness and cooperation, working with relevant teams to seek solutions efficiently and keeping all stakeholders informed throughout the process.

I focus on setting clear expectations and providing ongoing training to ensure my team feels supported. I also believe in regular feedback sessions to identify strengths and areas for improvement, promoting a culture of continuous learning.

Effective communication is essential. I encourage open dialogues through regular team meetings and one-on-one sessions, creating a platform where team members feel comfortable sharing their ideas and concerns, which leads to better teamwork and collaboration.

I believe in embracing change. First, I educate myself about the new technology and then guide my team through the transition, ensuring they have the resources and training needed to feel confident in using the new tools to enhance our service delivery.

In a high-pressure environment, I evaluate tasks based on urgency and client impact. I utilize tools to monitor workload effectively and prioritize tasks that require immediate attention, ensuring that my team remains focused and organized.

In my previous role, I identified a bottleneck in our response times due to manual processes. I proposed a streamlined approach using automation, which improved our efficiency by 30% and significantly enhanced client satisfaction.

I take a tailored approach to mentoring, focusing on each member's unique strengths and growth opportunities. By providing individual feedback, I help them set and achieve personal development goals that align with our team objectives.

I use a systematic approach to track and report system issues by documenting all concerns clearly in our tracking software and escalating them appropriately. Regular reporting helps ensure transparency and timely resolution of issues.

Maintaining client satisfaction is paramount; I prioritize by understanding each client's unique needs and expectations. By staying organized and proactive in communication, I can address various priorities without compromising service quality.