Manager, Investment Solutions

Orion•Philadelphia, PA

About The Position

The Manager, Investment Solutions is responsible for maintaining 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 product and service areas such as Risk, Compliance, Financial Planning, Trading, Cost Basis, and other Orion offerings based on organizational needs. It works with service team members to ensure client services align with contract terms and supports organizational goals including exceptional client experience, platform engagement, reduced onboarding time, and development of knowledgeable platform users. The role contributes to evaluating, implementing, and managing supported product lines; participating in system evaluations and upgrades; creating regression test plans; testing automated solutions and workflows; and recommending solutions. It identifies process improvements, represents Orion at client visits and company events, and leads customer training. The manager maintains product knowledge, resolves escalated issues, analyzes client requests, and coordinates with internal teams as needed. The position manages team members, including hiring, training, development, work assignment, performance reviews, salary recommendations, coaching, and corrective actions. It holds regular one-on-one and team meetings, manages capacity and workload, and tracks team performance indicators such as customer satisfaction, onboarding completion, platform adoption, and engagement trends. It also fosters collaboration, communication, learning, and accountability across teams.

Requirements

Strong people leadership skills, including developing talent, driving accountability, and building a high-performing team culture.
Advanced understanding of how Orion product lines integrate and interact, with 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 various 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 evaluating complex client requests and translating them into actionable solutions.
Proficiency in GuideCX, Salesforce, Glia, and Microsoft Office Suite.
Cross-functional collaboration skills and 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.

Nice To Haves

At least 3 years of leadership or management experience preferred.
Experience in Risk, Compliance, Financial Planning, Trading, Cost Basis, or other Orion product lines is strongly valued.
Relevant industry certifications, determined based on assigned line of business and in consultation with Compliance.
Recommended skills include asset allocation, cross-functional collaboration and teamwork, due diligence, financial analysis and modeling, financial planning, financial services, investment management and 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 Orion product lines and assist with system version upgrade projects.
Participate in quarterly system evaluations, create regression test plans, assess new functionality, recommend solutions, and quality-assure automated solutions and workflows.
Identify process improvements and deliver operational efficiency gains supporting functional and enterprise goals.
Represent Orion and the Investment Solutions team at home office visits and company events.
Lead customer discussions and training during office visits and conferences.
Assist in testing functionality during scheduled build weeks.
Maintain service-team standards and foster an inclusive, collaborative environment that supports communication, learning, and engagement.
Analyze client requests, explore possible solutions, route requests to appropriate departments when needed, and follow through to resolution.
Maintain in-depth knowledge of assigned product lines and service areas, adapting to organizational needs across multiple lines of business.
Mentor and support team members through instruction, real-time feedback, and effective-practice modeling.
Provide escalated support and resolve issues where appropriate.
Manage team members, including hiring, training, development, work assignments, 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 meet departmental objectives and financial targets.
Drive team and cross-functional communication, clarify goals and feedback, and support collaboration and morale using eNPS insights.