Job Description Summary

A Global Client Activity Specialist would demonstrate a deep knowledge and is an experienced contributor and leader within the Global Client Activity area. Provides mentoring and direction for the team and serves as a role model for other associates. Leverages deep operational expertise to coordinate new and complex client activities such as onboarding of new accounts, contributions and withdrawals, terminations, and other significant account transitions. Coordinates with many areas within the organization to ensure accurate and timely execution, as well as communicating directly with large institutional clients and their service providers. Leads cross department initiatives/projects impacting our client base. Anticipates future business needs and identifies opportunities to enhance Global Client Activity Team operations and processes. Provides leadership and serves as a resource to the team and department.

Role Description

Primary responsibilities/essential functions:

Uses expert knowledge in GCAT functions to enhance the organization

• Develops solutions to complex problems that require the use of ingenuity and innovation; ensures solutions are consistent with organizational and business objectives
• Provides guidance on complex and/or ambiguous operational issues, technical questions, and business processes
• Represents GCAT in a variety of interactions with internal and external entities

Develops best practices, processes, and procedures for GCAT

• Proactively reviews team processes and work output to identify opportunities for improvement or enhancements
• Develops and helps enhance/maintain workflows within Appian and other technologies to support GCAT functions and other business areas that interact with GCAT
• Coordinates and implements newly developed policies, processes and procedures
• Proactively identifies areas of risk and makes recommendations for process controls
• Develops and maintains workflow guides/documentation to serve as resources for GCAT

Autonomously leads new and complex client activity

• Provides leadership during the client activity process considering factors such as client needs, business impacts, resources, and operational risk, and recommends solutions to the impacted areas where needed
• Analyzes client requests and helps engage and organize business areas to address potential impacts and mitigate risk
• Troubleshoots unusual or non-standard client requests and reviews them with the appropriate business units for discussion
• Collaborates with Legal and Operational partners to understand requirements and customization, and deliver to client expectations
• Communicates with large institutional clients and their service providers such as transition managers, custodian banks, and record keepers when issues are escalated
• Coordinates with internal departments including our legal, relationship, portfolio, and operational teams as needed
• Coordinates and leads business problem and process analysis. Collaborates with business partners in shaping and implementing solutions
• Stays apprised of all internal protocols and processes in additional to relevant US and global issues, Capital Group standards, and regulatory compliance

Provides leadership/direction to the team, department, and key business partners.

• Serves as technical resource and/or subject matter expert to the team and other departments to resolve issues, enhance processes and share knowledge.

• Participates in and leads cross departmental initiatives (i.e., client transitions, systems implementation) with focus on operational and client related impacts.

• Leads and participates in development of departmental vision for high impact, complex departmental or cross functional initiatives

• Translates vision into project scope by planning, prioritizing, coordinating and overseeing departmental projects

• Continues to deepen knowledge of domain area and proactively shares best practices and collaborates with global counterparts in teams with similar responsibilities.

• Performs quality checks and/or reviews oversight reports to verify the accuracy of work prepared by other associates and mitigate risk.

• Helps identify, assess, and address training needs for the team.
  Supports managers to identify strengths and skill development opportunities for less senior and junior level associates.

• Participates in the training and development of other associates. Provides feedback to managers regarding special training requirements for associates

• Serves as a positive role model and mentor for other associates

Performs additional responsibilities as assigned and production work as needed.

Business & Technical Skills:

• Demonstrates broad working knowledge of the department's and the organization's functional responsibilities and interdependencies with various business partners, and in-depth knowledge of functional team responsibilities, procedures, risks and controls
• Demonstrates in-depth knowledge of Financial Services industry and Institutional clients
• Demonstrates effective written and oral communication skills with a diverse group of associates, senior business leaders and a diverse group of individuals outside the organization.
• Demonstrates a deep understanding of the tools and systems used to support GCAT functions and acts as a key administrator for GCAT's Appian workflows
• Demonstrates a high level of intellectual curiosity and analytical skills particularly in areas of complexity and ambiguity.
• Demonstrates leadership skills, comfortable taking the lead in group situations, pro-active with ideas and suggestions
• Demonstrates good judgment and complex decision-making skills; recognizing when to escalate an issue and to which business area
• Flexibility to work in a fast-paced environment, handling multiple tasks with the ability to adjust priorities to meet changing client timelines/requests.
• Demonstrates ability to lead and manage initiatives across multiple teams or groups and effectively engages stakeholders to drive solutions forward.
• Strong organizational skills
• Leverages subject matter expertise to enhance business processes within the organization
• Demonstrates proactive knowledge sharing to develop and train associates and acts as a primary GCAT resource for other teams/business partners

Competencies:

• Strategic Mindset - Proactively thinks about long-term outcomes and how to create sustainable value for customers and the organization
• Communicates Effectively - Develops and delivers multi-mode communication that conveys a clean understanding of the unique needs of different audiences
• Persuades - Uses compelling arguments to gain the support and commitment of others
• Collaborates - Build partnerships and works collaboratively with others to meet shared objectives
• Action Oriented - Takes on new opportunities and tough challenges with a sense of urgency, high energy and enthusiasm
• Manages Ambiguity - Deals constructively with problems/situations that do not have clear solutions or paths forward
• Customer Focus - Building strong customer relationships and delivering customer-centric solutions
• Decision Quality - Makes good and timely decisions that keep the organization moving forward
• Balances Stakeholders - Anticipates and balance the needs of multiple stakeholders
• Being Resilient - Confident under pressure and maintains a positive attitude despite adversity

Southern California Base Salary Range: $148,045-$236,872

In addition to a highly competitive base salary, per plan guidelines, restrictions and vesting requirements, you also will be eligible for an individual annual performance bonus, plus Capital's annual profitability bonus plus a retirement plan where Capital contributes 15% of your eligible earnings.

We are an equal opportunity employer, which means we comply with all federal, state and local laws that prohibit discrimination when making all decisions about employment. As equal opportunity employers, our policies prohibit unlawful discrimination on the basis of race, religion, color, national origin, ancestry, sex (including gender and gender identity), pregnancy, childbirth and related medical conditions, age, physical or mental disability, medical condition, genetic information, marital status, sexual orientation, citizenship status, AIDS/HIV status, political activities or affiliations, military or veteran status, status as a victim of domestic violence, assault or stalking or any other characteristic protected by federal, state or local law.

For more than nine decades, Capital Group’s goal has been to improve people’s lives through successful investing. We know that our history is a testament to the strength of the people we hire. Private ownership allows us to keep our eyes on the long term while more than 9,000 associates in 30+ offices around the world help our clients and each other grow and thrive every day.