Shareholder Services Administrator

Job description

External Job Description

The Context

The Shares Office is responsible for the in-house maintenance of the Company's register of members, and management and administration of the Company's global employee share plans, ensuring all processes are completed in accordance with industry standards, the Companies act and CREST (stock exchange settlement system).
The Shareholder Services Administrator works directly in a team of 7 (as part of a wider team of 18) focussing on the delivery of all elements of shareholder registration, administration and customer service delivery. In particular, a key responsibility will be to provide a quality first point of contact service over telephone, email and written communications/enquiries to all types of shareholders and employees.
The team is based in Edinburgh Park, reporting to Group Secretariat in the Head Office.

Purpose of Role
The role must be able to bring together knowledge and information to provide all customers (shareholders and employees etc) with a responsive quality service via telephone, email and written enquiries.
Maintenance of the Company's register of members (maintaining an electronic database).
To ensure first class service delivery of all shareholder registration, administration and enquiries (across a variety of mediums including written, oral and electronic), ensuring service levels, KPIs and ID and verification requirements are adhered to.
Overall, this role must work to uncompromising deadlines driven by the Diageo Financial Calendar, ensuring high standards of audit control, security and compliance.

The Role
As a Shareholder Services Administrator you will be :
·  Answer and resolve/update register of members in relation to all incoming telephone, e-mail and written enquiries in accordance with security and quality procedures, escalating more technical enquires across the Shares Team as appropriate.
·  Ongoing maintenance and data input (registration of transactions and legal documents etc) and reconciliation of register of members ensuring up to date and correct issued share capital records are maintained.
·  Validation and processing of various data uploads (including broker files).
·  Support in delivery of key shareholder and employee events.
·  Understanding and adherence of CARM (compliance) controls, providing input into any change in process and ensuring changes are implemented compliantly.
The Person
You will have knowledge, qualification and experience of the following:
·  Experience within a customer service environment.
·  Excellent data input and accuracy skills (with good attention to detail).
·  Proven ability to communicate effectively both written and verbally.
·  Demonstrates good organisational and planning skills and must be flexible with the ability to prioritise multiple activities.
·  Good financial and numerical skills.
·  Contributes ideas on ways of working and process improvements.
·  Excellent IT skills and experience of working with multiple systems.
If you are interested in this role, please get in touch!