Franklin Templeton - Client Service Manager

Job Summary:

- This is an exciting opportunity to create and develop a new role in a dynamic business segment. This new position gives the right candidate the chance to make a real impact on the business by helping to grow and define their responsibilities.

- The Client Service Manager, Global Financial Institutions role will support the Consultant and investment Research Group (CIRG) of IAS managing a myriad of client servicing work as required by our primary network of Global Financial Institutions (GFIs).

- This role will focus on the work with global distribution to provide excellent customer service in all levels of support including resolving complex issues as they arise.

- The position’s primary function will be to lead the work for various GFI Client Servicing requests, working closely and in collaboration with CIRG, IBDG, local in-country Client Service and Sales teams, and all cross-functional business partners across Franklin Templeton e.g. Legal, Compliance, Global Trading Services, Transfer Agency, Product Managers, Marketing, Performance, PAIR, and others. In partnership with these various groups, this role will specifically support the globally-focused services and tasks for the GFI business, including reports, data requests, GFI legal agreements, various operational support and any other ad hoc requests, to ensure high quality and cost effective delivery of services.

- This role will have a view towards pulling together the existing internal groups providing support for GFIs to create a "virtual network" for GFI support.

- This position will report into Director of International Business Development, and will have day to day responsibilities for GFI Client Servicing, but the qualified candidate will also have a strategic mindset to help evolve this new role within the organization. Will have the exciting opportunity to help develop this role.

Job Duties/ Responsibilities:

GFI Client Service Management:

Support for Global Financial Institutions, CIRG IAS, taking into account an Enterprise wide view of the relationships’ client servicing support work with the designated Global Distributors and Clients.

- Coordinates operational capabilities of the organization: coordinate, and realize synergies between individuals, the global team and the organizational competencies.

- Coordinates with regional sales support staff responsible for providing day-to-day service to cross border distributors

- Provide secondary coverage for the CIRG for gatekeeper queries, including coverage of internal and external calls, meetings and day to day flow of information.

- Complete GFI monthly, quarterly, and/or annual requests. Also complete any ad hoc requests.

- Work with Legal, and Sales to ensure all GFI Distribution Agreements are updated as required.

- Approve communications between Sales, Legal, & other internal business units as needed. Draft and approve communications for external distribution.as needed.

- Troubleshoot service, product and business issues as needed.

External Facing Client Servicing:

- Global related services and support for GFIs; Will liaise with GFI in conjunction with CIRG to support global tasks and requests.

- Supply information to GFIs for ongoing requests and ad hoc that is more global in nature.

- Host client conference calls where necessary for international business requests from certain GFIs.

- Email and phone interaction with GFIs.

Engage Stakeholders:

- Engages and communicates with internal stakeholders within FT and various support groups.

- Work with IAS business partners to ensure proper focus and coverage with global financial institutions with offices across international.

- Work closely with colleagues in the CIRG team as well as business partners within distribution (IBDG, NAAS & IAS).

- Engage and communicate in a timely manner with stakeholders of Sales, Client Service, Product Marketing, Product Management, RFP, etc.

- Encourages and challenges internally to facilitate best practice, consistent and effective working methods with and partnership between the CIRG, IBDG, IAS and NAAS Client Service groups.

Virtual Network Of Ias Client Service Functions:

- Review IAS Client servicing infrastructure; Assess gaps, resources, recommendations.

- Map out GFI / Cross-border client business model, support structure and organizational chart to ensure relationship management needs are met throughout the organization.

- Research and document business issues involving workflow procedures and processes; Work to implement better more efficient and cost effective methods.

- Gather comprehensive information to be used in problem identification and resolution.

- Analyze data, develop solutions, and work internally with all business partners to effectively implement improvements.

Requirements:

Education & Experience:

- Bachelor’s degree required

- 5-7 years’ experience in the investment management industry required

- Experience in sales, business development and/or client relationships required

- Strong understanding of investment products and market dynamics required

- Solid knowledge of Franklin Templeton products, business model and distribution channels

Additional Desirable Qualifications:

- Strong understanding of broad array of investment strategies and asset classes

- Strong understanding of investments and investment process

- High quality level of Client/Customer Service orientation

- Strong understanding of the needs of CIRG/GFI channel

Knowledge, Skills & Abilities:

- Excellent communication skills both verbal and written

- Highly motivated, enthusiastic, self-starter with strong knowledge of investment product

- Ability to influence, partner and collaborate across business units

- Ability to work independently and as part of a team

- Ability to represent the product range externally as well as internally

- Ability to exercise independent judgment consistent with company/department guidelines

- Ability to maintain updated knowledge of procedures, products and activities of assigned areas

- Ability to perform multiple tasks with strict deadlines in a fast-paced, team environment

- Excellent attention to detail, problem solving, project management and organizational skills.

- Must be comfortable in a flexible work environment

- Detail-oriented with strong organizational, time management and follow-through skills

Problem Solving & Decision Making:

- Solve routine problems of varying scope and complexity following established policies and procedures

- Develops solutions to a variety of problems; ensures solutions are consistent with organization objectives

- Critical & analytical thinking is imperative

- Candidate must demonstrate strong analytical skills, the ability to handle multiple tasks with tight deadlines and make sound decisions under pressure

Desired Leadership Skills:

- Ability to create focus across internal business partners, including CIRG, sales, legal, compliance, and client service

Supervisory Responsibility:

- Responsible for liaising with multiple functions

Physical Requirements:

- Ability to attend conference calls in the early morning or late evening on occasion if needed (6-8 AM and/or 6-11 PM)

Travel Requirements:

- Travel will be required to other Franklin Templeton offices, client sites, or conferences

Franklin Templeton Investments is a leading global investment management organization due to the efforts of our greatest assets - our employees. We have over 9,000 employees working in 60 offices around the world, servicing investment solutions for our clients in more than 150 countries. We believe in our corporate values of putting clients first, building relationships, achieving quality results, and working with integrity. Our people are dedicated to delivering strong results and exceptional service to clients, team members and business partners.

For more than 65 years, our success has been a direct result of the talent, skills and persistence of our people. We’re currently looking for qualified candidates to join our team.

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. For a listing of total rewards in your region, visit our Locations page for more details.