PRIMARY PURPOSE OF THE POSITION
This position is responsible for the day-to-day management of the help desk. In addition, this role provides strategic direction around application management (i.e., how the T. Rowe Price technology infrastructure can handle current and future technologies).
The Help Desk Manager is responsible for all aspects of the technical support call center supporting associates in all TRP locations as well as external shareholders, participants, plan sponsors, institutions and vendors. Ensures all operational controls, policies and procedures are followed and is responsible for evaluating opportunities for improvement or change as appropriate. Is responsible for tracking and reporting of all operational metrics, applies appropriate governance, and addresses any variance that impacts documented service levels. In addition to internal and external customer support, the Help Desk Manager is responsible for managing and escalating all issues reported to the compliance/fraud hotline, works closely with business units regarding customer feedback, administration of RPS back office processes, manages the enterprise switchboard, TRP hardware and software request processing, and serves on committees focused on improving client experience.
Is responsible for identifying ongoing support requirements (e.g. introduction of new technology, new application deployments) and working with groups across GBS&T to identify and implement appropriate support models. Manages all aspects of Help Desk Quality and Knowledge Management to ensure interactions are effective and productive. Responsible for the coordination and dissemination of real time communications required to maintain a knowledgeable staff.
Is responsible for identifying and implementing strategic initiatives and leveraging technology that improves overall customer service, provides workflow efficiency, enhanced knowledge management, positions for corporate growth (domestically and internationally), and maintains costs and scalability. Provides direction and governance over all Global Support Center content and maintenance. Works closely with groups across GBS&T to provide targeted and/or firm wide communications regarding upcoming events or maintenance.
Manages the Escalate Customer Support group to ensure that all issues not resolved by a level 1 agent are handled and escalated appropriately. Ensures the ECS team maintains a customer advocacy role for all issues that are escalated to groups outside of the help desk - ensuring appropriate and timely actions are taken towards remediation. Maintains a close working relationship with application and infrastructure support teams to identify support trends and overall customer experience. Serves as the point of contact for all complex, high risk, or financially impactful issues across the firm.
Is responsible for all aspects of resource management. Provides direct supervision to Help Desk Supervisors and ensures appropriate development plans and performance management is in place for all Help Desk associates. Is responsible for estimating staffing requirements; adjusting for business and technology cycles by maintaining a strong vendor relationship to support a variable staffing model up to 50% of the total Help Desk Staff. Effectively manages a virtual workforce that makes up approximately 30% of the total Help Desk Staff. Interfaces with HR and Senior Management for all performance concerns.
Minimum of 3 years’ experience supervising and developing associates
College degree in technical area or business preferred
7 to 10 years of work experience including 4 or more years managing projects preferred
Experience with projects in multiple technologies and functions preferred
Experience in the Financial Services Industry preferred
Working knowledge of technology infrastructure preferred (Unix, Windows, Websphere environments)
Minimum of 3 years prior Call Center Experience
College degree and 4 years of related work experience, or Associate degree and 6 years related work experience, or High School diploma/equivalent and 8 years related work experience required
Displays excellent leadership qualities; leads by example
Motivates others and works effectively in team environment
Global operating awareness
Ability to translate technical concepts into non-technical terms
Ability to manage medium to complex product development projects
Excellent verbal and written communication skills
Effective planning and organizational skills
Experience effectively managing and leading teams
Driven to provide a high level of customer service and to reduce ongoing costs
Must be able to meet and interact with associates and clients of diverse backgrounds, varying technical abilities or skill levels and thought processes.
Demonstrated high level of analytical and problem solving skills
Strong negotiation and influencing skills
Experience with Microsoft Office
Ability to be on-call or work during off hours
T. Rowe Price is an Equal Opportunity Employer
T. Rowe Price Investment Services, Inc. - 2 years ago
T. Rowe Price Group administers an eponymous family of about 100 mutual funds in a variety of investment styles. Traditionally oriented...