Client and Participant Services Department Mgr
T. Rowe Price Investment Services, Inc. - Owings Mills, MD

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MANAGER – OPERATIONS
As part of TRP Operations, the Department Manager is a key leader within Client and Participant Services. The position is responsible for fulfilling the strategic goals of the Services business, supporting the organization's culture and brand strategy initiatives, championing and driving change in the Services organization, supporting strategic initiatives of the distribution channels and developing group managers and supervisors as leaders within the business unit. The position influences performance of the functional units through close interaction with matrixed managers across the tri-site centers by working in a collaborative environment as a part of the decision making team on strategy, business processes, financial management and organizational effectiveness. This position will influence and collaborate both within and across site locations.

RESPONSIBILITIES
Managing and Leading Others
The manager leads the recruitment, management and development of assigned business unit managers and associates to build and develop a high performing team to deliver on and exceed client expectations. Provides a clear mission and shared direction, motivates and engages team members, and mobilizes them to achieve greater commitment and success. The manager is responsible for managing in a matrix environment across site locations.

The manager is responsible for building, coaching, measuring and evaluating high performance teams. Has accountability to collaborate with peers to provide coaching and development in a shared matrix environment. Ensures managers and associate are receiving regular evaluative and developmental coaching focused on improving the overall performance of the team and individual associate performance. The manager is responsible for rewarding and recognizing high performing managers and associates through the year-end evaluation process and through individual efforts creating outstanding client experiences or successful business process improvements/enhancements. The manager is responsible for ensuring appropriate performance management, use of development plans and applying corrective action in a consistent and fair manner.

The manager will maintain a high level of communication with their direct reports, management team and associates through regular one-on-one meetings, staff meetings, town halls, skip level sessions and sit-in sessions to make team aware and focused on business priorities, report on progress, and allow associates an opportunity to provide input and feedback. The manager is responsible for creating a collaborative team dynamic that is focused on inclusive decision making, enabling open and honest dialogue.

The manager may represent their site/location in various community events that align local activities with the corporate mission statement, values and vision.

Business Leadership
Responsible for driving the day-to-day business unit results and meeting key client objectives of quality, efficiency and effectiveness. This includes anticipating and meeting client needs and driving the processes and measures to ensure that those needs are being met. The manager is responsible for continuous business process improvement -- utilizing key methodologies that create better client and associate experiences, and leverage internal, external and competitor best practices. The manager is a champion for change and communicates effectively to the management team and associates the rationale and value of the change process to ensure a successful implementation and adoption within the organization.

The manager must partner with key stakeholders (Distribution Channel management, Global Business Solutions &Technology, Compliance/Risk, Legal, Human Resources and Finance) and peers to manage the business and support critical initiatives to reach business solutions. Must communicate regularly with key stakeholders to ensure that business changes and strategies are aligned, and that key practices are being shared. As required, may need to work with key vendor or outside client relationships to maintain or produce a product or service.

Responsible for aligning staff levels with the appropriate volumes and activities across key business functions. The manager will travel to other locations in support of functional responsibilities or in support of broader corporate initiatives and training. The manager will be responsible for maintaining appropriate budgets and expense structures.

Strategic Management
Responsible for strategic and thought leadership for a business unit within Retail and Financial Institutions Services across multiple locations. The manager will lead and operate within a matrix management structure based on location and business unit responsibilities. The manager will guide and implement the strategies of the Retail and Financial Institutions Services organization within overall structure of the T. Rowe Price Operations whether functionally driven or for the broader organization.

Compliance and Risk Management
Provides thought leadership surrounding the compliance and risk management obligations in managing the business unit. The manager is responsible for assessing current compliance and risk management practices in accordance with company policies and regulatory requirements and ensures the management team and associates are in compliance. The manager is responsible for proactively identifying and remedying known and emerging risks within the business unit providing a framework and reference to make informed risk/reward decisions on behalf of the client and firm, creates and shares best practices to improve the compliance and risk controls for the environment and ensures compliance of regulations set forth by regulatory agencies (including but not limited to DOL, SEC, IRS, FINRA and state agencies).

Talent Management
The manager will partner with Human Resources in conducting regular succession planning and talent management sessions focused on identifying potential future business leaders, gaps in talent skills or bench strength, business unit developmental needs and effectiveness of career development communications. The manager promotes an environment of continuous learning by providing resources and by aligning local activities with Corporate Learning and Development initiatives. As a steward of learning, they create opportunities for and seek involvement in activities that stimulate, stretch and strengthen personal performance and the ongoing development of core competencies.

In pursuing self-development, the manager understands their personal strengths and developmental needs. The manager working with their direct manager is actively working on a development plan that promotes growth in the role and as a business leader. The manager sets an example for performance excellence through rigorous self-appraisal and continual personal growth.

QUALIFICATIONS

PREFERRED
Bachelor's degree and eight years related work experience preferred
5 years of management experience in an operations, recordkeeping and/or call center management role preferred
MBA degree preferred
FINRA licenses preferred (series 7, 63 and 24)

REQUIRED
College degree and 6 years of related work experience, or Associate degree and 8 years related work experience, or High School diploma/equivalent and 10 years related work experience
Client orientation focused on creative solutions
Demonstrated people management and leadership skills/experience with an eye toward talent management
Operations management experience (adept at utilizing key performance indicators to effectively manage a large department or function)
Strong drive for results and independent initiative
Proven capability to proactively and urgently address problems and escalating business issues
Demonstrated ability to negotiate and influence
Strong relationship building skills
Demonstrated business process improvement and project management skills
Demonstrated ability to plan and manage the business strategically
Strong verbal and written communication skills
Ability to work in a team environment in a collaborative and inclusive decision making manner

T. Rowe Price is an Equal Opportunity Employer
62180

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About this company
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T. Rowe Price Group administers an eponymous family of about 100 mutual funds in a variety of investment styles. Traditionally oriented...