Director - Product Management

Broadridge is a leading full-service outsourcing provider to the global financial industry, capable of meeting the most demanding requirements for efficient, secure and scalable operational support. Our reach spans the world, and encompasses an extensive array of services - from account opening and securities transaction processing to correspondent clearing to document management and investor communications as well as full operational staff outsourcing. A steadfast source of processing support, we help financial services institutions and public companies increase productivity, streamline operations, enter new markets with new products more quickly, drive down back-office costs and better manage risk.Today's dynamic business environment calls for this kind of reliable and efficient multi-dimensional support. Our wealth of solutions and deep expertise let you focus on differentiating your firm in today's complex and competitive global marketplace.

Position Description:

Oversee the troubleshooting of application related problems and serve as the first level of escalation for issues that impact the client's normal processing. Possess a thorough understanding of how to coordinate internal resources in order to solve a production issue and updates senior management accordingly. Supervise the development of the Product Services Associates reporting in to this position. Ensure that associates meet department requirements for training and for growing their performance. Provide mentoring and arrange formal training classes for newer associates. Ensure the successful execution of projects and provide timely updates to senior management on project progress. Responsible for managing the business direction and growth of their products. This includes deploying resources to manage the SSR process from point of entry thru to production implementation, inclusive of regulatory and industry/ Broadridge initiatives. Make certain that all associates have the necessary Broadridge tools for proper tracking, escalation, and timely resolution to address client inquiries.Responsible for managing resource deployment for special tasks and assignments while ensuring that the day-to-day support for client inquiries/activities are not compromised. Build Service Excellence - Manage and diagnose problems. Ensures calls are followed through to resolution. Counsels clients with regard to application usage, problem resolution, and procedures. Communicates with senior personnel at client firms. Manages corrective actions and problem resolutions. Oversees the communication of system enhancements to clients via various communication methods. Ensures the recording of client events into the Remedy System and the update of all open items within 24 hours. Manages client requests on a timely basis. Coordinates and leads associates through the resolution of major application issues. Interact Within Various Internal Departments - Administers professional communication with all internal Broadridge departments. Participates as a team player in cross departmental activities. Serves as a point person in resolving issues that require cross department solutions. Provides proper research documentation to other departments when troubleshooting issues. Mentors Product Services Associates on an ongoing basis. Participates in special projects. Manages and arranges the coordination of inter-departmental assignments. Arranges appropriate training classes for associates. Organizes and maintains department documentation. Prepares weekly and monthly reporting on statuses, quality measurements, etc. Requirements - Manages the requirements writing process. Provides direction and input when needed. Reviews and critiques requirements to ensure that standards are upheld and target dates are met. Testing - Ensures that test plans are written on time and in accordance with TPA requirements. Industry Initiatives - Keeps abreast of pending industry related changes and participate in industry advisory groups as needed. Participate as necessary in Industry Initiatives Sub-Committee meetings. Attendance & Punctuality - Delivers on time performance. Maintains a willingness to work flexible hours. Maintain proper management of overall attendance (sick time, etc.)for all associates in the group as well as for self. Takes responsibility for the support of assigned applications. Trains techniques of troubleshooting, analyzing and resolving various Broadridge application problems. Problem management and coordination of major production events. Provide statuses and notification to clients and management, relative to issues impacting service. Gathers and dispenses knowledge of Broadridge Products, services and platforms, as well as the brokerage industry. Troubleshoots, analyzes and determines causes of various Broadridge problems. Refer problems to and work with the appropriate support groups within Broadridge. Create and conduct formal training classes for other Product Services Associates and other department staff members. Delivers statuses and notifications to clients and management, relative to issues impacting service. Supervises the administration of the Broadridge Service Delivery Application Announcements client conference call on a monthly basis. Responsible for the coordination of the application Focus Group meetings. Assists with conversion/sales related projects. Provides internal & client application training as required. Coordinates special projects and facilitates internal and client meetings. Provides off hours/weekend coverage as needed and is available 24X7 in case of emergency situations. Manages the proper coordination between various internal departments as necessary for the development and implementation of enhancements. Responsible for making certain that bulletin's for new product enhancements and fixes are prepared and published on a timely basis. Additionally, ensures that product user guides are properly maintained. Responsible for the oversight of the SSR process. Ensuring that SSRs are entered, estimated, approved and scheduled as per the process standards. Sees to it that all Product service standards and operating procedures are adhered to. Ensures that tools within Broadridge (i.e., TSO, Remedy, TPA, SSR system, etc.) are properly utilized. Actively manage associate performance and development. Responsible for completing performance appraisals and development plans. Provide quarterly review of associate MBO objectives. Provide telephonic support to clients and internal associates during production and application issues. Manage client meetings to review and address service-related issues, championing open issues and researching follow-up items. Administer client rollouts, sales and conversion tasks. Arranges client visits/audits as required. Assists with conversion/sales related activities and respond to requests for proposals. Arrange client application training as required. Manage the coordination of the bi-weekly Change Matrix Management meetings and the review of the development change matrix. Maintain management level product relationships with external vendors. Ensure that Broadridge provides proper support for new or changes to existing interfaces.

To Apply Visit Broadridge Financial Solutions, Inc.

Qualifications:

Strong knowledge of Brokerage industry - 8 to 10 years or equivalent. Proficient in Microsoft Applications - 8 to 10 years or equivalent. Proficient in the Broadridge applications or business knowledge of the brokerage industry, specifically as it relates to the assigned applications. Management or leadership experience. 3 or more years. Demonstrates superior people skills including working with difficult clients. Demonstrates superior problem solving and prioritization and follow-up skills. Ability to manage multiple tasks under pressure and conflicting deadlines. Create and work effectively in a team environment. Maintains a strong ability to adapt to clients changing needs and wants, within a widely varied client base. Strong ability to negotiate conflict situations into positive solutions. Demonstrates excellent oral and written communication skills. Ability to accurately communicate department procedures in order to manage Product Services. Superior judgment with regard to people; ability to understand and motivate associates.