Manager, Investment Solutions

ORION•Philadelphia, PA

3d•$91,820 - $140,567

About The Position

The Manager, Investment Solutions maintains high standards of customer service for Orion clients while leading and developing a high-performing support team across multiple lines of business. The position may support any combination of Orion product and service areas, including Risk, Compliance, Financial Planning, Trading, and Cost Basis, based on organizational need. The manager works with service team members to ensure client services are accurate and consistent with contract terms, and is responsible for developing team members and the processes they use. The role supports Orion's goals of delivering an exceptional client experience, increasing platform engagement, reducing onboarding time, and creating power users across supported product lines. It delivers operational results by executing plans, managing cross-functional teams, optimizing resources, and communicating goals and feedback to foster collaboration and morale. The manager evaluates and supports product lines, system upgrades, testing, and process improvements; represents Orion at client visits and company events; provides training; handles escalated client issues; and manages team hiring, development, performance, workload, and service metrics. The position requires flexibility to lead across product lines as organizational needs evolve.

Requirements

Strong people leadership skills, including the ability to develop talent, drive accountability, and build a high-performing team culture.
Advanced understanding of how Orion product lines integrate and interact, and the ability to build working knowledge across supported areas such as Risk, Compliance, Financial Planning, Trading, and Cost Basis.
Knowledge of industry rules and regulations pertaining to security instruments, markets, and investment operations.
Knowledge and understanding of anti-money laundering rules and procedures required to maintain compliance.
Ability to speak effectively before groups of customers or employees and conduct effective presentations.
Ability to act as a liaison between clients and internal development groups.
Strong analytical and problem-solving skills, including the ability to evaluate complex client requests and translate them into actionable solutions.
Proficiency in GuideCX, Salesforce, Glia, and Microsoft Office Suite.
Cross-functional collaboration skills and the ability to execute within established frameworks and lead across multiple teams and product lines.
Bachelor's degree in Business Administration or a related field required; equivalent professional experience will be considered.
At least 3 years of experience in a customer service, financial services, or technology-related role.
Relevant industry certifications will be determined based on assigned line of business and in consultation with Compliance.

Nice To Haves

At least 3 years of leadership or management experience.
Experience in Risk, Compliance, Financial Planning, Trading, Cost Basis, or other Orion product lines is strongly valued.
Relevant industry certifications, depending on assigned line of business and in consultation with Compliance.
Recommended skills: Asset Allocation, Cross-Functional Collaboration, Cross-Functional Teamwork, Due Diligence, Financial Analysis, Financial Modeling, Financial Planning, Financial Services, Investment Management, Investment Operations, Leadership, Portfolio Management, Relationship Management, Risk Management, Strategic Planning, Team Leadership, and Wealth Management.

Responsibilities

Contribute to the evaluation, implementation, and management of supported product lines and assist with system version upgrade projects.
Conduct and participate in quarterly system evaluations, create regression test plans for current- and future-state analysis, recommend solutions, and perform quality assurance testing of automated solutions and workflows.
Identify process improvement opportunities and deliver operational efficiency gains that support functional and enterprise goals.
Represent Orion and the Investment Solutions team at home office visits and other company events.
Lead face-to-face discussions and training during customer office visits and conferences.
Assist in testing functionality during scheduled build weeks.
Maintain established standards for Orion service teams.
Foster an inclusive, collaborative environment that encourages open communication, learning, and engagement.
Analyze client requests, identify possible solutions or route requests to the appropriate department, and follow through to resolution.
Maintain in-depth knowledge of assigned Orion product lines and service areas, with flexibility to lead across multiple business lines as organizational needs evolve.
Mentor and support team members through instruction, real-time feedback, and effective role modeling.
Provide escalated support and resolve issues when appropriate.
Manage team members, including hiring, training, development, work assignment, performance appraisals, salary recommendations, coaching, and corrective actions.
Conduct regular one-on-one and team meetings to review priorities, remove barriers, and align efforts with business goals.
Assess team capacity, monitor workload distribution, and optimize resource utilization.
Track and report team KPIs, including CSAT, onboarding completion rates, platform adoption metrics, and 30/60/90-day engagement trends.
Execute operational plans, manage cross-functional teams, optimize resources, and support departmental objectives and financial targets.
Drive team and cross-functional communication, clarify goals and feedback, and foster collaboration and morale using eNPS insights.