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Team Lead, Financial Institution Services

Expired Job

T. Rowe Price Colorado Springs , CO 80928

Posted 5 months ago

Our mission as a leading investment management firm is to help our clients achieve their long-term financial goals. We believe our associates are the key to this mission and we are always looking for talented individuals who share our commitment to our client's success.

If you're looking for challenging work experiences and the ability to learn in a collaborative culture, we invite you to explore the opportunities available at T. Rowe Price.

PRIMARY PURPOSE OF THE POSITION

As part of T. Rowe Price Distribution Services, the Team Lead role is responsible for various activities performed within the Financial Institution Services (FIS) department, which acts as the Transfer agent (TA) for Institutional and Intermediary clients. Transfer agent responsibilities performed within FIS include trade execution and settlement of significant dollar transactions (~$60-$70B/quarter). This position requires knowledge of Financial Institution and Intermediary business in order to manage and oversee the daily work received and daily functions performed within the department. The Team Lead has primary responsibility for oversight of daily associate activities and workflow management. The incumbent is also relied upon heavily for their understanding of transfer agent compliance requirements and overall intermediary knowledge and is expected to leverage these skills to monitor, evaluate, troubleshoot, enhance, and improve processes.

The Team Lead will coach associates to complete work accurately and timely, and utilize subject matter expertise and technical knowledge to work through complex client situations and process improvements. The incumbent will ensure that both internal and external service needs are met in accordance with company and regulatory policies, and is responsible for ensuring tools or controls are in place to adequately measure compliance and identify trends. The incumbent backs up FIS Managers as needed.

PRINCIPAL RESPONSIBILITIES

Institutional and Intermediary Expertise: Acts as an immediate resource for associate questions, escalated situations, large impact and complex client needs. Approves waivers and exceptions for situations outside of general guidelines. Utilizes strong technical understanding to service varying institutional and intermediary client needs, which include but are not limited to international client support and National Securities Clearing Corporation (NSCC) processing. Identifies trends and opportunities for process improvements, and uses technical expertise to lead business process improvements, system enhancements, procedure updates and risk reduction efforts.

Demonstrates strong intellectual curiosity and grasp of downstream impacts of functions performed within FIS to internal business partners, intermediary clients and the TRP Funds and Trusts.

Talent Development: Serves as the consistent supervisory support person for the associates throughout the day. Develops and coaches both exempt and non-exempt FIS associates in order to meet department quality and productivity standards, as well as associate expectations. Identifies individual associate trends and coaches to improvement, particularly in the areas of risk management and transaction processing accuracy. Monitors phone calls of FIS associates to ensure service delivery meets expectations. Provides timely and consistent feedback, coaching and mentoring. Partners with FIS Manager to identify broader trends across the department and implement change to improve. Documents coaching sessions and interactions with associates, which is used for performance evaluations. Assists with the recruitment and interviewing of new hires into the department.

Resource and Workflow Management: Manages day to day operations, such as handling call and workflow volumes to ensure accurate and timely completion or all requests in a fast-paced environment with intraday deadlines. Coordinates and monitors workflow management of critical tasks to minimize risk to TRP Funds, Trusts and firm. Prioritizes requests received in many formats, including but not limited to phone calls, fax and mail requests in AWD, email requests, intake forms, etc. Oversees associate schedules and coordinates cross-site coverage between associates in order to deliver a high level of client service to internal and external clients. Ensures appropriate quality review of work is performed. Reviews large dollar and impactful work items to confirm they have been processed accurately and that proper documentation is in place to ensure that customer request is fulfilled and to minimize financial and legal risk to the organization.

Other Duties as assigned

QUALIFICATIONS

Required

  • College degree and 1 year of related work experience, or

  • Associate degree and 3 years related work experience, or

  • High School diploma/equivalent and 5 years related work experience

  • Excellent customer service, interpersonal, and communication skills

  • Strong analytical and decision-making skills

  • Confident and positive attitude

  • Strong analytical foundation, sound judgement and ability to solve problems independently

  • Strong understanding of FIS operations and knowledge of FIS department procedures and policies

  • Ability to provide feedback to associates, peers and management

  • A high degree of professionalism

  • Excellent time management skills ability to prioritize multiple tasks

  • Proactive in seeking out process improvement to improve service, increase efficiency and reduce risk

  • Ability to influence associates, and internal and external clients to comply with policies and procedures

Preferred

  • College degree, or a minimum of 6 years related work experience

  • Good leadership capabilities

  • Strong customer service skills

  • Confident and positive attitude

  • Excellent verbal and written communication skills

  • Strong interpersonal skills

  • Strong analytical and decision-making skills

  • Strong project management and organizational skills; ability to successfully manage multiple projects simultaneously

  • Strong analytical skills and ability to think strategically and creatively

  • Proven ability to research, identify, interpret, and prioritize business needs

T. Rowe Price is an Equal Opportunity Employer


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Team Lead, Financial Institution Services

Expired Job

T. Rowe Price