Institutional Middle Office Team Supervisor

Fifth Third Bank • Farmington Hills, MI

2d • Onsite

About The Position

In an area of high dollar volume, client sophistication and trust, and high client expectations, provide first level of supervision, escalation and problem resolution for assigned team servicing custody accounts and their business partners (including , but not limited to, Institutional, Mutual Fund, CMS, Conversions, and Retirement Plan Support). Provide training, facilitate workflow, monitor productivity and ensure staff compliance with departmental and Bancorp policies and procedures. Responsible and accountable for risk by openly exchanging ideas and opinions, elevating concerns, and personally following policies and procedures as defined. Accountable for always doing the right thing for customers and colleagues, and ensures that actions and behaviors drive a positive customer experience. While operating within the Bank’s risk appetite, achieves results by consistently identifying, assessing, managing, monitoring, and reporting risks of all types.

Requirements

• Bachelor's degree in business, finance, accounting or related field preferred.
• Minimum 3 years experience as a Global Custody Services Administrator and Senior Global Custody Services Administrator or 5 years of experience working in the Financial Services industry, preferably in securities processing, mutual fund operations or brokerage operations environment.
• Excellent customer service skills, minimum 3 years experience required.
• Must be service focused and oriented toward exceptional customer experience.
• Excellent written and verbal communication skills including the ability to effectively communicate on behalf of the Bank to both internal and external clients.
• Excellent interpersonal/relationship skills.
• Ability to interface with all levels of management and clients, both internal and external.
• Leadership skills.
• Ability to work independently, as well as, part of a team, within both direct and cross-matrix management reporting structures.
• Ability to exercise a high degree of independent judgment and handle confidential information.
• Ability to recognize potential problems and formulate solutions in a timely manner.
• Proficient with securities systems and technology, securities products, and industry trends including: Internet Securities Workstation, Bank of New York Mellons Inform and Mainframe, Mobius, Vector IV and V, Bloomberg, Depository Trust Company, Raft, Xcitek Solutions Plus, Fee Advantage, Roscoe, ACE, AM Trust and AM Administrator.
• Proficient in corporate select software applications (i.e., Windows, Excel, Word and Outlook).
• Resourceful and results oriented.
• Complete Fifth Thirds two-day Team Lead Program.

Responsibilities

• Maintain an in-depth knowledge of positions within the Global Custody Services Department.
• Coordinate and manage day-to-day workflow for assigned team, which includes Global Custody Processors I and II and Global Custody Administrators I and II, ensuring accurate and timely execution of duties.
• Responsible for prioritizing teams work and delegating tasks to ensure proper coverage of functions.
• Apprise management of key issues and needed support.
• Seek out solutions to improve and automate processes within assigned area.
• Assist manager in monitoring reporting from the Client Services on-line tracking system, identify trends and take the necessary steps to resolve issues.
• Assist manager in monitoring reporting, identify trends and take the necessary corrective actions for Service Level Agreement/Client Report Cards.
• Cross train on assigned teams accounts to provide coverage and backup.
• Make decisions to resolve the more complex issues presented by assigned team under supervision.
• May assist Global Custody Services Manager in managing time-away.
• Monitor teams account assignments, as needed, and determine re-alignment of accounts within the team.
• In conjunction with manager, make decisions with respect to day-to-day operation of the unit.
• Supporting/Training of area staff.
• Indirect or Direct supervision of exempt and non-exempt personnel
• Serve as backup to Global Custody Services Manager as needed.
• Participate in the interviewing process of prospective employees and provide feedback to HR.
• Assist Global Custody Services Manager with completing and submitting timesheets, overdraft inquiries, etc.
• Provide training, guidance and leadership to assigned personnel.
• Evaluate and provide feedback to subordinates regarding ongoing performance.
• Initiate and participate in corrective counseling as warranted.
• Take an active role, in conjunction with the Global Custody Services Manager, to complete written and verbal annual performance evaluations.

Benefits

• Comprehensive benefits
• Differentiated compensation offerings
• Incentive compensation plan
• Extensive benefits programs designed to support the individual needs of our employees and their families, encompassing physical, financial, emotional and social well-being.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level