Custodian Network and Operations Manager

Purpose of the Role:

Our client is looking to fill a key and exciting role in its custodian operations and network service team. They are looking for a hard-working individual to maintain operations, processes and relationships with the global custodian banks they work with, to provide an efficient and seamless tax reclaim service to their clients. In this position, you will be allocated a basket of custodians to take responsibility for, together with your direct reports (Custodian Network Executives) and will be required to ensure that they obtain all relevant documentation from these custodians for their mutual clients.

The Custodian Network Executives are expected to:
1. Establish and cultivate relationships with some of the largest custodian banks globally
2. Have a clear understanding of your custodian’s process for handling our requests and ensure we work within their defined framework
3. Work with representatives at your custodians to find efficiency in the processes between the client and them
4. Manage and consolidate any queries that may arise from various foreign tax offices
5. Resolve custodian bank complaints by investigating problems; developing solutions; preparing reports; making recommendations to management and following up with custodian banks and internal stakeholders
6. Build and maintain strong internal relationships with the departments in the company who subsequently process claims based on documents you have obtained as well as the client service team who manages relationships with our clients

As the Custodian Network Manager, you are expected to:
1. Build strong partnerships with Custodian banks based on trust and delivering value to mutual clients
2. Prepare reporting and presentations for Custodian stakeholders to effectively communicate value extracted
3. Provide oversight and assist your team of Custodian Network Executives to ensure that all issues are raised with and ultimately resolved for the custodians within your basket
4. Learn and share knowledge about the structure and processes at your custodians and how this can be linked to those at the company
5. Perform ongoing reviews and follow ups on open items with your team (client onboarding, data analysis, obtaining documents, uploading documents etc.) with the goal of assisting them to complete what is needed and resolve any blockers where they cannot do so independently
6. Be on top of and know exactly what is going on with every custodian within your basket as well as maintaining knowledge on issues within your basket and working actively to resolve them
7. Assist your Executives with planning to hit targets and prioritization of workload
8. Maintain and monitor KPIs within your team

KEY RESPONSIBILITIES
• Ensuring that the company successfully obtains all required documentation from Custodian Banks is the responsibility of the Custodian Network Manager.
• Ensure that all value for clients is reclaimed within deadlines, and all documents are received timeously from custodian banks.
• Work with Custodian contacts to ensure that we are able to maximize recovery yields for the clients.
• Provide input and drive resolution of hurdles put in place by custodians through your knowledge of their processes and organizational incentives liked with an ability to work with internal departments.
• Ensure client team and other relevant internal stakeholders have as regular updates and necessary info on process as is required/desired. Work closely with the Team Leader as well as Legal, Operations, and
Client Service teams to align on litigation approaches and documentation needs.
• Liaise with foreign tax authorities, external agents/attorneys, and international offices during disputes.
• Maintain professional and technical knowledge by taking advantage of the tools provided by the organization.
• Meet or exceed submission targets as set out by the business.
• Review and maintain quality of work of Custodian Network Executives.
• Act as a support to and mentor for the members on your team.
• Team operates on a 24-hour response time to external emails, ensure this is maintained.

EDUCATION
• Professional Commerce/ Finance degree or similar ideally with Honours

EXPERIENCE
Must have:
• Minimum 5 years work experience, ideally within professional corporate environment with minimum 2 years
experience leading a team or
• Qualified finance professional such as CA(SA) or CFA with work experience
• Client facing experience in a senior professional capacity is a must
• Evidence of outperforming and exceeding expectations in previous role