Fiduciary Trust Company International has been a trusted investment manager for individuals, families and foundations for more than 80 years. With world-class capabilities in investment management, trust and estate services, and custody services, we have the expertise to meet the requirements of the most sophisticated clients and their advisors, and can help assure that their families' needs will be met long into future generations.
In 2001, Fiduciary Trust joined forces with Franklin Resources, Inc., a global investment management company operating as Franklin Templeton Investments. The acquisition presented both companies with an opportunity to expand and enhance their resources, services and global presence by combining complementary areas of expertise.
Key responsibilities include:
Oversee client interaction points with the firm through the client life cycle and measure their quality and effectiveness
Develop in-depth understanding of clients' needs and preferences; be responsive to changes in business environment and client needs
Work with client and prospect facing professionals, marketing and operation teams to define vision for the client experience, and play a key role in developing strategies aligned to that vision.
Develop the mechanisms to measure and track client experience
Liaise with discipline specialists, client facing professionals, operations and other resources to ensure and support them in the integrated delivery of client services.
Work with client teams to understand/define/refine the client touch points and develop improvements based on insight into client feedbacks. Translate agreed improvements into business rules that define how each type of interaction should be handled.
Designing client experiences life cycle and client experience management framework which enhances client satisfaction and increase the loyalty of clients
Responsible for managing quality of administrative services delivered by Relationship Associates across Wealth Management Teams
Responsible for developing highly efficient and knowledgeable Relationship Associate team.
Responsible for collaborating with various teams to create an optimal client service
Meet Risk, Compliance and Ethical requirements.
Qualifications Qualifications/Success Factors:
5+ years of successful experience in client experience field with client facing experience. People managing experience is required
Project management skills - ability to implement tactical objectives under the pressure of timelines and expected outcomes,
Very analytical and data driven with excellent ability to analyze and interpret large amount of qualitative and quantitative data
Ambassadorial skill to effectively promote culture of exceptional client service
Experience in HRM, psychology or marketing is a plus
Must have excellent ability to work in team environment and collaborate with professionals from different disciplines and various professional experience/level
Strong interpersonal and influence / partnership skills
Experience in marketing, sales and analysis of client data or consulting background is a plus
Self-starter, driven and persistent in reaching high results
Good knowledge of financial services: general understanding of investments, trust and wealth transfer
Good knowledge of current technological trends in financial industry and client behavior space
Ability to understand another's feelings; the ability to sit in another's proverbial seat
Process design skills - the ability to frame an overarching client acquisition philosophy and related implementation work-steps in a given market,
Process management skills- the ability to execute tactics per above connecting and coordinating with people (i.e. Fiduciary colleagues, clients, and prospective clients) to achieve client experience objectives