Stephen Tallman

Experience

• 

  Franklin Templeton Investments

  Sept 2005 - Jan 2022

  • Strategy & Business Planning - Creates goals and sets priorities for team in support of operational plans, coaches employees to satisfy team goals and metrics, and is accountable to performance and results. • Operational Management and Service Delivery - Leads team to create a positive customer experience, makes service and operations decisions in best interest of shareholder, funds, and enterprise, and ensures service and operations goals are satisfied through proactive workflow management and monitoring of productivity and quality. • Relationship Management/Partnering Collaborates with peer group and business partners to share information, identify and address shared business opportunities, objectives, and challenges, and define and deliver mutually beneficial solutions that add business value. • Leadership - Models Core Values, fosters a culture of openness, approachability, positivity, engagement, trust and presence; and leads with a cross-cultural and global mindset. • Talent Management - Identifies behaviors and skillsets required to meet short term (current - 6 months) business objectives, articulates skillset gaps and surpluses in alignment with such objectives, and leads efforts to prepare team to achieve those objectives. • Financial Management - Makes decisions in alignment with changing business and economic environment, and ensures business goals are met within established financial targets. Show less • Research and provide resolution to complex and/or escalated issues for staff and supervisors. • Communicate and build relationships with our primary business partners. Develop contacts, and provide information when sought by other divisions.• Assist associates with workflow, policy and procedural questions. This will include helping the associate identify resources to self-service in the future. • Act as a mentor for new and existing staff. For new staff, I will regularly observe behavior and work with the supervisor to provide ideas to foster associate development.• Assist training coordinators with the integration of new hires onto their respective teams. This will include verifying transactions and working with the supervisor to develop best practices for new hires. Show less Team Lead on Special Products Group. Moved to group when Franklin Templeton began to insource 529 College Savings Plan product. Also responsible for Charitable Giving and Investment Only Retirement Plan products.Monitor team and cross-site availability; review and approve all adjustment requests; utilizes management tools including the Productivity Tool, Impact 360, Nice Logger, and e-Time Management; supports supervisor in managing frontline staff.Serve as a mentor for Specialist Preparation and Development Program; provided shadowing opportunities for associates who were considering a transition to Premier Services.Lead team on B share closure project; oversaw communication with management regarding status, new or developing information, and data on affected advisors; created communication workflow to keep advisors informed of the changes.Participate in 529 and SPG management meetings; recommending changes on workflow, policy issues and procedures. Show less Partnered with our top tier Financial Advisors and VIP clients to offer investment solutions, retirement options, and account management.Obtained FINRA Series 6 License.Served as Specialist in Customer Service Center, where I was able to meet with clients face to face to review products, and service accounts. Respond to and resolve escalated supervisor calls transferred from team members.Conduct coaching sessions for team members on best practices for improving their quality performance results and complex issue resolution.Review prospectus, advertising, and institutional materials with external clients on industry regulations. Show less Responsible for opening and servicing mutual fund accounts of all plan types. Trained in the laws that govern the securities industry. “Securities Act of 1933, Securities Exchange Act of 1934, the Advisers Act of 1940, the Investment Company Act of 1940, the Insider Trading Securities Fraud Enforcement Act of 1988, and the Sarbanes-Oxley Act of 2002. Facilitated team meetings to ensure recent policy and workflow changes were communicated. Independently sought and expanded upon understanding of business and its evolving needs by attending elective trainings.Consistently exceeded supervisor expectations through high level of productivity and exceptional service results. Show less

  • Supervisor

    Dec 2017 - Jan 2022

  • Client Specialist

    Dec 2016 - Dec 2017

  • Special Products Group

    Dec 2008 - Nov 2016

  • Premier Specialist

    Oct 2006 - Dec 2008

  • Retirement Specialist

    Jul 2006 - Oct 2006

  • Customer Service Associate

    Jun 2006 - Jul 2006

  • Customer Operations

    Sept 2005 - Jun 2006
• 

  FIS

  Feb 2022 - now

  Client Relations Manager

  • Maintains contact with client at an executive level, focusing on the strategic nature of the relationship. Represents the Enterprise to the client and the client to the Enterprise.• Strategically focused and responsible for client satisfaction, maintaining client communication, the overall management of the client relationship and retention activities. • Acts as the primary liaison for the service side of the client relationship including escalation, effective oversight of client project and implementations, execution of account plan activities, building of relationships with client contacts and management and coordination of the client loyalty process. • Works to maintain and grow the client relationship while ensuring ongoing customer service.• Identifies new business opportunities and coordinates with appropriate sales personnel for opportunities of new FIS products or services.• Responsibility for client satisfaction, maintaining client communication, the overall management of the client relationship and client retention activities.• Keeps abreast of new products/services• Maintains comprehensive knowledge of applicable products, services and company policies and procedures.• Manages personnel who assist in the management of the client relationship. Selects, develops and evaluates personnel to ensure the efficient operation of the function.• Identifies areas where continuous improvement can be applied, oversees the implementation of the change and measures the level of improvement. • Manages and communicates expectations internally and externally.•Monitors call queues, call volume, and other metrics. Analyzes results and analyzes trends. Ensures the volume of work produced meets product/service standards and exceeds quality standards.• Ensures representatives are properly trained when new products are released or products are upgraded • Selects, develops and evaluates personnel to ensure the efficient operation of the function Show less