PRIMARY PURPOSE OF THE POSITION
The Group Manager in Client Participant Services leads a team of supervisors and associates by establishing a collaborative environment to provide the best outcome for T. Rowe Price clients, in alignment with enterprise, division and department strategy. The Group Manager identifies , attracts, sponsors, coaches, develops and retains strong, diverse talent in the organization, building teams capable of meeting and exceeding business goals.
Acts in the best interest of clients by providing seamless and appropriate resources to meet or exceed service level goals. Searches for opportunities to create higher value for clients. Utilizes both internal and external data to support strategic and tactical goals. Reaches out to peers in other functional areas to understand the business and build partnerships. Builds process improvement capabilities across and within the team To improve the business, partners with other managers and supervisors to use process improvement methodologies to analyze and determine the root cause of business problem and to change key processes. Directs workflow and manages volume and contingency plans.
Managing & Leading Others
Sets clear expectations and provides guidance and oversight to teams responsible for achieving client needs and department goals. Establishes and monitors metrics at the group level and develops plans to meet or exceed department goals. Identifies performance outliers and capitalizes best practices.
Manages in a matrix environment and demonstrates an active commitment to the development and performance management across functions and site locations. Manages diverse team of supervisors with responsibility for selection, training and development, and performance management in order to develop a high performing team. Responsible for communicating department goals, initiatives, project updates to team and management.
Coaches supervisors and associates on team and individual performance. Ensures appropriate staffing levels for the team. Develops team and individual learning strategies.
Creates high performing work teams capable of meeting organizational goals and client needs. Develops deep talent and executes rigorous processes through hiring, assessment and calibration to identify and retain top performers. Provides unique experiences, learning opportunities and rewards to motivate top performers and sustain talent within the firm. Positions top performers to assume broader responsibility within Leadership, Team or Individual Contributor capacity. Ensures positions within the department have succession plans in place to promote growth and increase leadership bench strength.
Recognizes own strengths and development needs; pursues opportunities for personal development; sets an example for performance excellence through rigorous self-appraisal and continuous personal growth. Engages in opportunities to increase education and industry knowledge. Participates in learning and community activities outside of regular business responsibilities.
Aligns staff, processes, and organization to business strategies. Participates in cross-functional business initiatives and leverages resources to achieve both department and broad operational goals.
Champions change, challenges the status quo. Translates the purpose and vision through department strategy into specific change initiatives/ implementation plans, executes, and brings this message to the entire team/department. Remains abreast of regulatory and legal changes and proactively applies change to current practices.
Educates self and direct reports on the department’s businesses, products, and strategies; has fundamental knowledge of systems within core distribution channels; uses knowledge to evaluate potential impact when developing or implementing projects, processes, procedures and training.
Compliance and Risk Management
Monitors performance metrics and provides direction to achieve expected results within company and regulatory standards. Engages in continuous process improvement and proactively recommends and executes related changes.
Monitors risk and engages in problem solving by critical questioning and analyzing practices that impact the client experience. Raises awareness and teaches others how and when to escalate issues. Consistently applies and validates policy and procedure to minimize risk for clients and the organization.
Takes an active role in department supervision and oversight – identifies and puts procedures in place to mitigate risk, reviews/ approves high risk (e.g., large dollar transactions), conducts principal review and handles escalated client situations.
Assists in managing vendor relationships. Serves as a key business contact for internal business partners to ensure compliance with all applicable regulatory requirements.
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
People and performance management experience
Strong leadership and management ability to motivate and drive performance
Strong process improvement skills
Skilled in assessing and mitigating risk
Ability to build and coach high performing team
Ability to effectively work within a team and influence cross-functional teams
Strong drive for results
Proven capability to proactively and urgently address problems and escalating business issues
Strong intellectual curiosity and leadership courage
Organization and planning skills
Strong written and verbal communication skills and solid presentation experience
Strong client focus
Ability to think strategically
Bachelor’s degree with six years of related work experience preferred
Series 6 or 7 AND 24 license preferred
3 Contact center management experience, mutual fund or recordkeeping experience preferred
3 Supervisory or management experience preferred
T. Rowe Price is an Equal Opportunity Employer.
T. Rowe Price Investment Services, Inc. - 19 months ago
T. Rowe Price Group administers an eponymous family of about 100 mutual funds in a variety of investment styles. Traditionally oriented...