Skill: engagement , policies , training , job posting , talent management , workforce , employee relations , employee engagement , compensation , performance management; Exp: 4-7 years; At Franklin Templeton Investments, we are dedicated to delivering strong results and exceptional service to clients, team members and business partners. Over 9,500 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. What is the Manager Transfer Agent for USTA Customer Operations group responsible for? SCOPE Manages through subordinate leaders and/or professionals to manage workgroup or department within the TA. Manages objectives within short-term (6 months – 1 year) span of time. May lead across multiple locations/regions, cultures and time zones. SUMMARY Aligns functional group or department to Global TA business objectives and climate to drive positive customer experience and protect best interest of shareholders, funds and FRI. Helps to develop and executes strategic and operational plans for the department; provides direction in development and implementation of business solutions; and actualizes/drives change adoption and acceptance. Engages team, develops direct reports, influences downstream developmental efforts, and guides subordinate leaders in managing pay for performance philosophy. Manages the establishment of and compliance with internal policies and procedures. Collaborates locally and across regions with cross-functional leaders to plan for and manage short to mid-term objectives, and builds relationships with business partners and/or industry contacts to drive the business. What are the ongoing responsibilities of a Manager Transfer Agent in USTA Customer Operations? 1. Strategy & Business Planning (10 PERCENT ) Provides input to division objectives, sets goals for department in support of operational plans, ensures necessary resources are in place to satisfy 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. 2. Operational Management and Service Delivery (25 PERCENT ) Leads department to create a positive customer experience; makes service and operations decisions in best interest of shareholder, funds, and enterprise; and has accountability for service and operations metrics. Manages processes and activities through subordinate leaders and professionals and ensures resources are available to achieve expected service levels. Instills culture of risk management, compliance and an understanding of controls; ensures policies and procedures, are documented, implemented, communicated, and followed. Promotes and encourages a Continuous Improvement and innovative culture within department to foster improvements in service quality, employee and team productivity, and department expense management; and identifies and oversees Continuous Improvement initiatives. Builds relationships and partners with peer network to support achievement of service levels. 3. Relationship Management/Partnering (10 PERCENT ) 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. Builds and develops relationships with business partners (as needed) to achieve business objectives, and drive business improvements. Facilitates relationship building and introductions for downstream and other network contacts. Influences network to understand TA business objectives and culture, and leverages network to gain understanding of business partners’ objectives and culture. May partner with industry contacts to share information and understand competitive landscape and shared pressures. May be required to manage / support service and operational relationships with external business partners. 4. Leadership (35 PERCENT ) Models Core Values, fosters a culture of openness, approachability, positivity, engagement, trust and presence; and leads with a cross-cultural and globally mindset. Applies situational leadership principles and adapts leadership style to individuals and tasks. Ensures environment enables employee engagement and development, provides developmental opportunities for future growth, 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 understands and guides subordinate leaders through mitigation of employee relations issues, local labor law and employee conduct expectations. Acts as an Enterprise Leader, sharing information, expertise, best practices, resources, and skills outside the functional area to contribute to the overall betterment of the Enterprise. Leverages knowledge of industry developments and trends and business needs to foster business insight, build understanding of business decision-making, and increase organizational awareness. 5. Talent Management (15 PERCENT ) Identifies behaviors and skillsets required to achieve short-term (6 months – 1 year) business objectives, articulates skillset gaps and surpluses in alignment with such objectives, and leads efforts to prepare workforce to achieve those objectives. Understands regional and local labor market trends and supports plans to ensure department achieves objectives. Understands current and forecasted work volumes and staffing needs required to meet service goals and ensures department is staffed appropriately. Applies and guides subordinate leaders in FTI compensation philosophy and tools, and makes or provides input to pay for performance, hiring and termination decisions. Partners across divisions and business partners to support talent management review process, and identification of high potential individuals. Plans and prepares annual Performance Management Program, and facilitates calibration of expectations and scores across job levels. 6. Financial Management (5 PERCENT ) Contributes to financial plan and business goals in response to 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 & experience would help someone to be successful? Education Bachelor’s Degree or equivalent experience (Required) Master’s Degree or equivalent experience Experience Requires thorough business management knowledge to implement processes, products, or services, and technical expertise to apply functional/process knowledge to diverse issues. Typically requires the equivalent of 4 years management experience directly managing employees.
Function: Human Resource / IR / Training & Development