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
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.
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.
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.
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.
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/
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*
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.