Supervisor - Global Shareholder Services

Franklin Templeton•Rancho Cordova, CA

19h•$75,000 - $88,000•Hybrid

About The Position

At Franklin Templeton, we’re advancing our industry forward by developing new and innovative ways to help our clients achieve their investment goals. Our dynamic firm spans asset management, wealth management, and fintech, offering many ways to help investors make progress toward their goals. Our talented teams working around the globe bring expertise that’s both broad and unique. From our welcoming, inclusive, and flexible culture to our global and diverse business, we provide opportunities to help you reach your potential while helping our clients reach theirs. Come join us in delivering better outcomes for our clients around the world! About the Department Global Shareholder Services supports Financial Professionals and Shareholders through efficient, compliant service delivery. The team embraces innovation and continuous improvement, operating with a modern model that combines internal expertise and external partnerships. Team members collaborate in a dynamic environment that values simplicity and growth, offering opportunities to contribute meaningfully and develop professionally. How You Will Add Value Core Responsibilities Supervise a team of client representatives, providing guidance, mentorship, and ongoing training to ensure optimal team performance. Ensure compliance with all regulatory policies, industry standards, and internal operating procedures within the transfer agent environment. Conduct call monitoring to identify gaps and/or issues and implement corrective actions as needed. Act as the primary escalation point for complex client inquiries and operational issues, providing clear resolution and maintaining high standards of client satisfaction. Coordinate with other departments, such as compliance, legal, and IT, to streamline workflow and support organizational objectives. Monitor daily call volume, assign tasks, and set priorities to meet daily call service level agreements and department goals. Generate, analyze, and present operational reports and metrics to senior management. Participate in recruiting, hiring, and onboarding of new staff within the customer service division. Facilitate regular team meetings, distribute updates on policy changes, and foster open communication within the group. Identify opportunities for process improvement and implement best practices to drive operational efficiency. Stay current on industry trends, changes in relevant regulations, and emerging technologies.

Requirements

Bachelor’s degree in finance, business, or related field, or equivalent experience.
3–5 years experience working in transfer agency or financial services.
Knowledge of transfer agency operations and SEC (Securities and Exchange Commission) and FINRA (Financial Industry Regulatory Authority) regulations.
Skilled in transfer agency systems and Microsoft Office.
Strong multitasking and time management abilities.
High ethical standards and confidentiality awareness.
Analytical and detail-oriented mindset.
Clear and professional communication skills.
Strong interpersonal and leadership abilities.
Customer-focused approach.

Nice To Haves

1+ year of supervisory experience preferred.

Responsibilities

Supervise a team of client representatives, providing guidance, mentorship, and ongoing training to ensure optimal team performance.
Ensure compliance with all regulatory policies, industry standards, and internal operating procedures within the transfer agent environment.
Conduct call monitoring to identify gaps and/or issues and implement corrective actions as needed.
Act as the primary escalation point for complex client inquiries and operational issues, providing clear resolution and maintaining high standards of client satisfaction.
Coordinate with other departments, such as compliance, legal, and IT, to streamline workflow and support organizational objectives.
Monitor daily call volume, assign tasks, and set priorities to meet daily call service level agreements and department goals.
Generate, analyze, and present operational reports and metrics to senior management.
Participate in recruiting, hiring, and onboarding of new staff within the customer service division.
Facilitate regular team meetings, distribute updates on policy changes, and foster open communication within the group.
Identify opportunities for process improvement and implement best practices to drive operational efficiency.
Stay current on industry trends, changes in relevant regulations, and emerging technologies.

Benefits

Franklin Templeton offers employees a competitive and valuable range of total rewards—monetary and non-monetary — designed to support their well-being and recognize their time, talents, and results.
Along with base compensation, employees are eligible for an annual discretionary bonus, a 401(k) plan with a generous match, and recognition rewards.
We also offer a comprehensive benefits package, which includes a range of competitive healthcare options, insurance, and disability benefits, employee stock investment program, learning resources, career development programs, reimbursement for certain education expenses, paid time off (vacation / holidays / sick / leave / parental & caregiving leave / bereavement / volunteering / floating holidays) and a motivational wellbeing program.
Three weeks paid time off the first year
Medical, dental and vision insurance
401(k) Retirement Plan with 85% company match on your pre-tax and/or Roth contributions, up to the IRS limits
Employee Stock Investment Program
Tuition Assistance Program
Purchase of company funds with no sales charge
Onsite fitness center and recreation center
Onsite cafeteria