Unit Manager, Client Platform Services

POSITION SPECIFICATIONS:Bachelor's degree or equivalent relevant experience required.Minimum of 5 years of business experience required; 1 year of experience in a leadership role preferred.Customer service experience required; financial services and relationship management experience preferred.Working knowledge of market¿related systems, platforms, and services; knowledge of Federated Hermes' systems, platforms and services preferred (e.g., EDGEnet, SS&C products such as TA2000, Vision, Digital Investor, etc.)Proficiency with standard office applications and business technology (e.g., MS Office suite).Demonstrate a high level of accuracy and attention to detail, and the ability to apply effective controls to ensure quality and risk mitigation.MAJOR DUTIES:Lead, coach, and manage a team responsible for responding to user inquiries related to trading platforms and web-based systems. Support is provided via a toll-free support line and team mailbox. Team also performs testing to ensure system functionality, manages user maintenance activities, and ensures clients can conduct business efficiently.Manage phone coverage, staffing levels, call routing, and workload distribution to ensure response times and service quality meet established service level agreements (SLAs) and performance standards.In conjunction with staff, troubleshoot and resolve client system and technology issues in partnership with internal teams, vendors, and Alliance Partners.Support client onboarding, system integrations, and conversions, working with clients and vendors to enable efficient trading and platform connectivity.Lead and/or oversee client, technology, and departmental projects, including conversions and corporate initiatives. Maintain project logs, agendas, notes, and related materials.Implement, maintain, and direct processes, controls, and procedures to ensure compliance with legal, regulatory, and Federated Hermes requirements, including fraud¿risk mitigation.Provide oversight of vendor invoicing approval processes.Interview, hire, train, coach, supervise, and evaluate the performance of direct reports, and ensure they receive appropriate exposure to ongoing development/learning opportunities.Identify and recommend process improvements, system enhancements, and service solutions to improve client experience and operational efficiency.HOURS/LOCATION:* 8:30 a.m. - 5:00 p.m. (overtime as required)* Warrendale Location - Warrendale, PA 15086EXPLANATORY COMMENTS:Strong customer service orientation with the ability to balance client needs and operational risk.Solid understanding of financial services operations and client¿facing, web¿based platforms.Demonstrated leadership skills, including the ability to motivate, develop, foster a shared vision, provide clear direction, and hold team members accountable.Strong analytical and problem¿solving skills, with sound judgment and attention to detail.Effective written, verbal, and interpersonal communication skills.Ability to collaborate across teams, influence stakeholders, manage multiple priorities, and adapt to evolving technology and requirements.