Digital Services Supervisor

Franklin Resources Saint Petersburg , FL 33701

Posted 4 days ago

Fiduciary Trust Company International has been a trusted investment manager for individuals, families and foundations for more than 80 years. With world-class capabilities in investment management, trust and estate services, and custody services, we have the expertise to meet the requirements of the most sophisticated clients and their advisors, and can help assure that their families' needs will be met long into future generations.

In 2001, Fiduciary Trust joined forces with Franklin Resources, Inc., a global investment management company operating as Franklin Templeton. At Franklin Templeton, we are dedicated to delivering strong results and exceptional service to clients, team members and business partners. Over 9,000 employees working in 60 offices around the world are dedicated to servicing investment solutions for our clients in more than 150 countries. For over 65 years, our success has been a direct result of the talent, skills and persistence of our people, and we are looking for qualified candidates to join our team.

The Digital Services Supervisor supervises a team of business specialist employees to achieve objectives and requirements of own team and/or workgroup. This person manages objectives within short-term (daily

  • 6 months) span of time. They may lead across multiple locations/regions, cultures and time zones.

This role focuses on the prospective and digital services provided to high net worth clients. It aligns workgroup or team to Fiduciary Trust digital business objectives and climate to drive positive client experience and protect the best interests of clients and the firm. The role develops and drives goals in support of strategic and client service plans for the department; sets priorities and administers implementation of business solutions; and drives/promotes change adoption. This person engages team, develops direct reports, advocates for staff developmental needs, and proactively manages pay for performance philosophy. They will also monitor compliance with and contributes to the evolution of internal policies and procedures. They will collaborate locally and across regions with cross-functional leaders to plan for and coordinate short-term objectives and builds relationships with peers and business partners to drive the business.

What is the Digital Services Supervisor responsible for?

  • Engaged in the development of digital services provided to high net worth clients.

  • Creates goals and sets priorities for team in support of operational plans, coaches employees to satisfy team goals and metrics, and is accountable to performance and results.

  • Drives change, leads change acceptance, and communicates business context to align change efforts with business objectives.

  • Leads team to identify, understand, and assess impact of trends in service, operations, and customer behavior; and advocates for solutions.

  • May represent department and advocates for operational requirements in functional projects of substantive scope, complexity, and impact.

  • Collaborates, influences and guides downstream, cross-functional leadership and internal business partners on day-to-day work processes.

Client Service Delivery:

  • Leads team to create a positive client experience, makes service and operations decisions in best interest of clients and firm, and ensures service and operations goals are satisfied through proactive workflow management and monitoring of productivity and quality.

  • Manages team processes and activities and prioritizes resources and tasks to achieve expected service levels.

  • Instills culture of risk management, compliance and an understanding of controls; ensures policies and procedures are communicated and followed.

  • Promotes and encourages a Continuous Improvement and innovative culture within team to achieve improvements in service quality, employee and team productivity, and department expense management; provides avenues for team to contribute to Continuous Improvement efforts and identifies, supports and executes process improvements within functional work.

  • Builds relationships and partners with peer network to support achievement of service levels.

  • Responsible for supporting the firm's digital investment services, which includes strong written and verbal communication skills when working with high net worth clients.

  • Ensures handling of calls is focused on client satisfaction and experience.

Relationship Management/Partnering:

  • Collaborates with peer group and business partners to share information, identify and address shared business opportunities, objectives, and challenges, and define and deliver mutually beneficial solutions that add business value.

  • Facilitates relationship building and introductions for team.

  • Influences network to understand Fiduciary's business objectives and culture, and leverages network to gain understanding of business partners' objectives and culture.

  • May be required to manage / support service and operational relationships with external business partners.

Leadership:

  • Complete knowledge of digital services and contact center environment.

  • Models Core Values, fosters a culture of openness, approachability, positivity, engagement, trust and presence; and leads with a cross-cultural and global mindset.

  • Leads and promotes teamwork and collaboration among team.

  • Applies situational leadership principles and adapts leadership style to individuals and tasks.

  • Ensures staff has training and resources to meet performance objectives; provides developmental opportunities for future growth; engages, coaches and mentors talent; leverages employee strengths; motivates others to perform beyond expectations; and recognizes and rewards exemplary performance.

  • Assesses and provides ongoing performance feedback, holds downstream accountable to expectations, exercises consistent performance management discipline, and has a basic understanding of employee relations issues, local labor law and employee conduct expectations.

  • Shares information, expertise, best practices, resources, and skills outside the functional area to contribute to the overall betterment of the department.

  • Leverages knowledge of industry developments and business needs to share business insight, build understanding of business decision-making, and increase organizational awareness.

Talent Management:

  • Identifies behaviors and skillsets required to meet short term (current
  • 6 months) business objectives, articulates skillset gaps and surpluses in alignment with such objectives, and leads efforts to prepare team to achieve those objectives.
  • Observes local labor market trends and considers potential impact on team.

  • Understands current and forecasted work volumes and staffing needs required to meet service goals and determines if team is staffed appropriately.

  • Understands FTI compensation philosophy and tools, and provides input to pay for performance, hiring and termination decisions.

  • Contributes to the talent management review process and identification of high potential individuals.

  • Plans and prepares annual Performance Management Process for team and contributes to calibration activities.

Financial Management:

  • Makes decisions in alignment with changing business and economic environment, and ensures business goals are met within established financial targets.

  • Understands and communicates business/financial climate and decisions/

prioritization.

What ideal qualifications, skills and experience would help someone to be successful?

  • Bachelor's degree or equivalent experience required

  • Requires familiarity with fundamental business concepts and procedures. Requires some prior supervisorial experience.

  • 2 4 years related experience preferred

  • Experience in wealth management industry, trust services or financial service preferred

  • Must possess excellent research skills and strong detail orientation

  • Must demonstrate ability to identify and evaluate risk

  • Independent analysis of complex issues

  • Ability to maintain confidentiality of classified client information

  • Ability to perform multiple tasks in a fast-paced environment

  • Courteous and professional communication skills

  • Ability to communicate effectively with internal and external client

  • Project management skills are desirable

  • Strong aptitude in MS office suite, particularly Excel

  • Ability to mentor other team members

  • Ability to train other team members

  • Minimal travel required

What makes Franklin Templeton unique?

In addition to the dynamic and professional environment at Franklin Templeton, we strive to ensure that our employees have access to a competitive and valuable set of Total Rewardsthe mix of both monetary and non-monetary rewards provided to you in recognition for your time, talents, efforts, and results.

Highlights of our benefits include:

  • Three weeks paid time off the first year

  • Medical, dental and vision insurance

  • 401(k) Retirement Plan with 75% company match on your pre-tax and/or Roth, up to the IRS limits

  • Employee Stock Investment Program

  • Tuition Assistance Program

  • Purchase of company funds with no sales charge

  • Onsite fitness center and recreation center*

  • Onsite cafeteria*

  • Only applicable at certain locations

We believe that being a good corporate citizen is good business. To us, corporate citizenship means being accountable, serving our clients, being an employer of choice, managing our environmental impact, and supporting our communities. An emphasis on corporate citizenship is embedded in our culture and values, and is an important element of how we achieve success.

We are also committed to your learning and development with resources focused around Experience, Exposure, and Education, to help you achieve your professional development goals. Take some time to, meet some of our people, and see what it means to say, "I AM Franklin Templeton".

Franklin Templeton is an Equal Opportunity Employer. We are committed to equal employment opportunity for all applicants and existing employees and we evaluate qualified applicants without regard to ancestry, age, color, disability, genetic information, gender, gender identity, or gender expression, marital status, medical condition, military or veteran status, national origin, race, religion, sex, sexual orientation, and any other basis protected by federal, state, or local law, ordinance, or regulation. We invite you to visit us at http://www.franklintempletoncareers.com/ to learn more about our company and our career opportunities.

#LI-US

#MID_SENIOR_LEVEL


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VIEW JOBS 3/15/2019 12:00:00 AM 2019-06-13T00:00 Fiduciary Trust Company International has been a trusted investment manager for individuals, families and foundations for more than 80 years. With world-class capabilities in investment management, trust and estate services, and custody services, we have the expertise to meet the requirements of the most sophisticated clients and their advisors, and can help assure that their families' needs will be met long into future generations. In 2001, Fiduciary Trust joined forces with Franklin Resources, Inc., a global investment management company operating as Franklin Templeton. At Franklin Templeton, we are dedicated to delivering strong results and exceptional service to clients, team members and business partners. Over 9,000 employees working in 60 offices around the world are dedicated to servicing investment solutions for our clients in more than 150 countries. 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Interactions with clients will occur via electronic or written correspondence and incoming or outgoing telephone calls. Processing interactions will be varied and may be highly complex and require a high degree of expertise and versatility. This person acts as subject matter resource to peers, leaders, and on projects in a variety of areas providing guidance within sphere of influence (i.e. business unit and/or other areas in Fiduciary). The person works within a virtual operational environment, regionally where appropriate. What is the Digital Services Specialist responsible for? Client Service Delivery: * Answers varying levels of complex client inquiries, independently diagnoses client concerns/problems, and takes action across various divisions to implement solutions to resolve escalated issues via inbound or outbound phone calls. Identifies client's current and future needs and builds relationships to proactively deliver an elevated client experience. Proactively identifies opportunities and makes suggestions that contribute to the satisfaction of service and operations goals through workflow, productivity, and quality prioritization. May perform quality control activities to ensure quality and/or data integrity standards are met. Verifies client requests to ensure information is correct and in good order, and takes appropriate action. Processes client requests with moderate to high degree of complexity on Fiduciary Trust business systems. Corresponds with clients via fax, chat applications/website, email or complex/custom written correspondence. Identifies, anticipates and creates opportunities within all policies & procedure guidelines and customer service standards to achieve operational, productivity and quality objectives. Shares subject matter expertise and understanding of best practices to perform relevant operational or service adhoc requests assigned by leader. Applies information from communications regarding new products, industry environment and regulatory requirements to make decisions that are in the best interest of the client and enterprise. * Responsible for supporting the firm's digital investment services, which includes strong written and verbal communication skills when working with high net worth clients. * Ensure handling of calls is focused on client satisfaction and experience. Compliance & Risk Management: Detects and assesses potential signs of fraudulent and/or suspicious activity and takes appropriate action with some guidance. Aids team members in escalated situations to help mitigate risk. Adheres to all company policies and regulatory controls and requirements and provides knowledge/expertise to support policies and procedures and/or risk related activities. 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Utilizes internal and/or external relationships to achieve/implement shared priorities/goals, satisfy client needs, resolve problems and increase business insight/awareness. Collaborates within and outside direct sphere of influence to shares ideas and leverages tools and resources. Possesses broader understanding of team members' and business partners' (internal/external) responsibilities and business objectives beyond sphere of influence or market in which they work. Applies understanding to influence decisions. Facilitates team meetings as needed/required. Peer Leadership: Supports leadership team in serving as first point of contact for team member questions. Provides guidance, peer feedback, coaching, mentoring, and training to others. May assist in various training activities. May assist department with work outside of role's normal scope. Mentors peers and shares subject matter expertise. Supports change management activities. What ideal qualifications, skills and experience would help someone to be successful? * Bachelor's degree or equivalent experience preferred * Associate's degree or equivalent experience required * 2 –4 years related experience preferred * Experience in wealth management industry, trust services or financial service preferred * Must possess excellent research skills and strong detail orientation * Must demonstrate ability to identify and evaluate risk * Independent analysis of complex tax reporting issues. * Ability to maintain confidentiality of classified client information * Ability to perform multiple tasks in a fast-paced environment * Courteous and professional communication skills * Ability to communicate effectively with internal and external client * Project management skills are desirable * Strong aptitude in MS office suite, particularly Excel * Ability to mentor other team members * Ability to train other team members * Solves problems and complex matters following established policies, procedures, and business knowledge * Independent thinking skills. Defers non-routine matters to Digital Supervisor * Minimal travel required What makes Franklin Templeton unique? In addition to the dynamic and professional environment at Franklin Templeton, we strive to ensure that our employees have access to a competitive and valuable set of Total Rewards—the mix of both monetary and non-monetary rewards provided to you in recognition for your time, talents, efforts, and results. Highlights of our benefits include: * Three weeks paid time off the first year * Medical, dental and vision insurance * 401(k) Retirement Plan with 75% company match on your pre-tax and/or Roth, up to the IRS limits * Employee Stock Investment Program * Tuition Assistance Program * Purchase of company funds with no sales charge * Onsite fitness center and recreation center* * Onsite cafeteria* * Only applicable at certain locations We believe that being a good corporate citizen is good business. To us, corporate citizenship means being accountable, serving our clients, being an employer of choice, managing our environmental impact, and supporting our communities. An emphasis on corporate citizenship is embedded in our culture and values, and is an important element of how we achieve success. We are also committed to your learning and development with resources focused around Experience, Exposure, and Education, to help you achieve your professional development goals. Take some time to, meet some of our people, and see what it means to say, "I AM Franklin Templeton". Franklin Templeton is an Equal Opportunity Employer. We are committed to equal employment opportunity for all applicants and existing employees and we evaluate qualified applicants without regard to ancestry, age, color, disability, genetic information, gender, gender identity, or gender expression, marital status, medical condition, military or veteran status, national origin, race, religion, sex, sexual orientation, and any other basis protected by federal, state, or local law, ordinance, or regulation. We invite you to visit us at http://www.franklintempletoncareers.com/ to learn more about our company and our career opportunities. #LI-US #ASSOCIATE Franklin Resources Saint Petersburg FL

Digital Services Supervisor

Franklin Resources