Online Services Lead (Senior Transfer Agency Analyst)

  • Competitive
  • Toronto, ON, Canada
  • Permanent, Full time
  • Franklin Templeton Investments
  • 25 Feb 18 2018-02-25

Online Services Lead (Senior Transfer Agency Analyst)

At Franklin Templeton Investments, we are dedicated to delivering strong results and exceptional service to clients, team members and business partners. Over 9,000 employees working in 60 offices around the world are dedicated to servicing investment solutions for our clients in more than 150 countries. For over 65 years, our success has been a direct result of the talent, skills and persistence of our people, and we are looking for qualified candidates to join our team.

The incumbent will be responsible for developing the online service strategy, ensuring the ongoing accuracy, timeliness and implementation of service enhancements, and ensure all content reflects the overall company image, both on the website and Interactive Voice Response (IVR) service. The incumbent will also be the subject matter expert on the service and administration content of the company's Canadian external websites.

Responsibilities include :

Promote initiatives and services to drive asset retention, online services usage and customer loyalty.
Communicate a consistent company story to all stakeholders, and providing an industry leading online service experience.
Track and report on statistics, and working with stakeholders to deliver effective intelligence.

Online Service Strategy:
Develop and implement the online service strategy, ensuring the ongoing accuracy, timeliness and implementation of service enhancements of all content reflects the overall company image, both on the website and Interactive Voice Response (IVR) service.

Content Development:
Develop requirements and content from internal and external sources and the look/feel for the website
and IVR. Managing and developing administrative modules on the website, ensuring accuracy and
timeliness of content.

Conduct competitive analysis, actively seeking, collating and leveraging the Voice of the Customer,
consult with stakeholders to determine requirements, work with tracking suppliers to implement
necessary tools, consolidate information from a variety of sources, analyzing statistics, and report
all pertinent information to stakeholders.

Email Communications:
Write/tailor/edit compelling e-mail content that aligns with strategic business goals, and capitalizes on
short-term opportunities.

Manages creation of new and updates to existing applications and forms:
Leads the Applications working group to enhance and maintain applications and forms as needed, in
compliance with policies, procedures and regulatory requirements.

Ideal candidates will have :

Post-secondary education in Marketing, Communications, e-Business, or equivalent work experience in the financial services industry.
Completion of IFIC or CSC Course is preferred.
3 - 5 years leadership, project management or business analysis experience.
3 - 4 years of experience developing content for corporate Web sites.
Ability to think strategically and understand strategic objectives in order to develop the Web and IVR service strategy.
Excellent written and presentation skills.
Proficiency with Microsoft applications: Word, Excel, PowerPoint, Outlook.

What makes Franklin Templeton Investments unique?

In addition to the dynamic and professional environment at Franklin Templeton, we strive to ensure that our employees have access to a competitive and valuable set of Total Rewards -the mix of both monetary and non-monetary rewards provided to you in recognition for your time, talents, efforts, and results.

Highlights of our benefits include:

  • Flexible medical, dental and vision insurance
  • Corporate Pension Plan
  • Employee Stock Investment Program
  • Purchase company funds with no sales charge
  • Competitive vacation package that includes three annual personal days
  • Company paid short-term and long-term Disability Insurance
  • Education assistance
We believe that being a good corporate citizen is good business. To us, corporate citizenship means being accountable, serving our clients, being an employer of choice, managing our environmental impact, and supporting our communities . An emphasis on corporate citizenship is embedded in our culture and values , and is an important element of how we achieve success.

We are also committed to your learning and development with resources focused around Experience, Exposure, and Education, to help you achieve your professional development goals. Take some time to, meet some of our people , and see what it means to say, "I AM Franklin Templeton".

Franklin Templeton Investments is an Equal Opportunity Employer. We invite you to visit us at to learn more about our company and our career opportunities.