Fund Services.ir Supervisor

Investor Relations Supervisor

Development Plan

**Name**:
**Location**:
**Start Date**:
**Manager**:
**Index**
- Position Overview
- Expectations of a Supervisor
- Success Guidelines for Supervisors new to the role
- Sample behaviors of those exceeding expectations

**Position Overview**

The Supervisor is an integral member of the IR team with the responsibility for managing the workflows and deliverables of Investor Relations Administrators and Senior Investor Relations Administrators. Individuals in this role have proven themselves to be capable and responsible with strong technical knowledge along and attention to detail and superior customer service skills. This document sets the expectations on how these skills will be elevated to manage the daily tasks of others.

The key responsibilities for this role include but are not limited to the following;

Supervision of daily deliverables of the team, delegating relevant tasks to ensure that all team members are completing their deliverables within SLA.

Responsible for an overview of ECM, making sure that all IR’s are aware of the workflow and complete their daily tasks, using ATLAS as support to monitor team success.
- Learning to coach team members, to empower them to complete their tasks efficiently and accurately through training and to monitor and report on success and areas for improvement.
- Participate in the leadership of daily meetings and process/system updates, ensuring all information filters through the team.

Ensure the team is aware of system enhancements, policy and procedural changes and all other important initiatives.

Build professional, positive and collaborative working relationships with peers and colleagues in other departments, e.g. Fund accounting, COE, Compliance, etc.

This is meant to provide you with a detailed description of your role and the associated responsibilities and there is an expectation that any development items still in progress, such as training, would continue to be worked on until completion.

**NOTE: This job description is not intended to be all-inclusive. The Employee may not perform all functions as listed and may be asked to perform other related duties to meet the ongoing needs of the organization.**

**Expectations**
**of a**
**Supervisor**

**Business & Commercial**
**Acumen***:
Using a general knowledge of the overall CFS operational environment, how different functions interact, client business requirements, financial instruments and relevant CFS systems to generate innovative ideas to improve performance.

Ensure that funds are set up correctly in AXI and ECM workflows are followed.
- Actively leveraging new system enhancements to increase efficiency and quality of work on their teams.
- Use knowledge of Citco’s systems to reduce the number of KRI’s within ATLAS. Actively work with the team to understand why these KRI’s exist and how to eliminate or reduce them.
- Use knowledge to mitigate risks in areas such as Cyber Security. Work with staff to understand risks of attachments and explore alternatives.

Ensure IR’s are utilizing COE at every opportunity. Keep utilization rate high by ensuring process notes are up to date and moving processes where possible.
- Suggest and review new topics to be discussed during monthly Manager and Supervisor meetings in an effort to share ideas, discuss solutions, and improve processes.

Ability to troubleshoot and walk staff, clients and investors through questions and issues as they relate to CitcoOne.

**Quality & Risk**
**Management***:
***

Diligently implementing CFS processes with team to ensure compliance and reduces risk and communicates high quality standards seeking opportunities to implement efficiencies.

Ensure department processes are followed by holding team to a high standard of work; oversight of procedures.
- Management of ATLAS items by monitoring KRIs and following up with team members to ensure completion. Ensure weekly KRI’s are signed off on a timely basis.
- Review QC scores for each fund with team members and monitor any follow up items.
- Present incidents during team meeting with an effort to avoid duplication of errors.
- Constantly seeking improvement and efficiency of workflow by identifying improvement areas and escalating to Manager.
- Keeping Manager current with all potential issues and understanding of when to escalate. This includes timely escalation of deliverables at risk of breaching SLA, making suggestions on how to meet SLAs that are at risk.
- Proactively review trading rules and process notes to ensure that funds are set up correctly, actively reviewing order breaches to ensure they are legitimate.

**Recommended training**:
Citco Supervisor Roadmap: Critical Thinking

**Client**
**Relationship Management***:
Placing high priority on client service and satisfaction; fully understands client deliverables and uses appropriate interpersonal skills with technical ability to build positive client relationships d