Client Account Management Director

Job description

At T. Rowe Price, we identify and actively invest in opportunities to help people thrive in an evolving world. As a premier global asset management organization with more than 85 years of experience, we provide investment solutions and a broad range of equity, fixed income, and multi-asset capabilities to individuals, advisors, institutions, and retirement plan sponsors. We take an active, independent approach to investing, offering our dynamic perspective and meaningful partnership so our clients can feel more confident. We believe doing the right thing for our clients and our associates is good business . With a career at the firm, y ou can expect opportunities to create real impact at work and in your community. Y ou’ll enjoy resources to support your career path, a s well as compensation , benefits , and flexibility to enrich your life. Here, you’ll find a collaborative culture that respect s and valu e s differences and colleagues who share a spirit of generosity . Join us for the opportunity to g row and make a difference in ways that matter to you . About the Team The Global Client Account Services Team (GCAS) at T. Rowe Price is responsible for delivering the highest level of service excellence to the firm’s professional client base, including institutional clients, intermediaries, insurance clients, consultants, platforms, and other non-retail client segments. Accountable for the professional client lifecycle, the Client Account Management Team sits within GCAS and comprises our Client Implementation Managers, who are responsible for facilitating and leading the onboarding process for both new and existing clients across various investment vehicles, and the Client Account Service Managers, who are responsible for owning the client relationship for all onboarding, operational, and service matters. GCAS also serves as a client advocate across the firm, ensuring professional client needs, expectations, and outcomes are understood and addressed across operations, investment operations, and related business functions. Client Account Management works in conjunction with the Relationship Management teams to support, retain, and grow client and prospect relationships. Primarily supporting the North America region, the Client Account Management Director delivers front-line operational servicing for institutions, intermediaries, insurance clients, consultants, platforms, and other professional client segments across multiple investment vehicles offered by T. Rowe Price, providing a single point of service contact in respect of all operations-related activities or queries. About This Job This is a senior-level position in a fast-paced and evolving team supporting T. Rowe Price’s professional client business. The successful candidate will be expected to work across both Client Servicing and Onboarding and have a deep understanding of the full end-to-end lifecycle for institutional, intermediary, insurance, and other complex professional client relationships within the asset management industry. This role serves as a subject matter expert for client operations and supports the firm’s most complex client accounts. The individual will be expected to anticipate, identify, and implement enhancements to the firm’s processes to support client operations, as well as run day-to-day client activity in the servicing and/or onboarding space. The Client Account Management Director serves as an internal advocate for professional clients, ensuring that client expectations, operating needs, and desired outcomes are consistently represented across Operations, Investment Operations, Relationship Management, Legal & Compliance, and other internal decision-making forums. Role Summary Provide best in class, proactive service support to deliver the best of T. Rowe Price. Develops consistent service standards and represents the firm in the eyes of the client, ensuring each client has confidence that their service requirements are owned by a T. Rowe Price associate who understands their business requirements, and accounts with T. Rowe Price. Facilitates diagnosis of complex professional client service issues, identifies trends that point to service deficiencies, and owns resolution, working with the appropriate internal and external delivery teams to ensure timely and accurate responses and escalation of challenges in T. Rowe Price capabilities versus professional client expectations. Works with the Relationship Management Team and the client to ensure that client intent, and servicing expectations are fully understood, providing support throughout the onboarding and change process to ensure T. Rowe Price remains aligned to client requirements and intent and/or manages client expectations as appropriate. In partnership with Relationship Management team, develops proactive operational service plans for professional clients, aligned to relationship strategy, client needs, operating model, and servicing expectations; executes those plans while maintaining scorecards and monitoring and managing the health of the client service experience. Contributes to developing a framework to maintain ongoing dialogue and exchange of ideas between GCAS and key stakeholders on whom we are dependent to deliver clients service outcomes. Document learnings and commitments in partnership to drive client service excellence. Supports the operational servicing needs of professional clients, including institutions, intermediaries, insurance clients, platforms, consultants, and related service providers, ensuring the firm understands and responds effectively to their distinct operating models, account structures, and servicing expectations. Serves as a voice of the professional client across Operations, Investment Operations, Relationship Management, Legal & Compliance, and other internal partners, advocating for decisions and solutions that support optimal client outcomes while balancing risk, scalability, and firm standards. Proactively engages in industry forums and networks to learn about trends in clients experience, regulation and technology to help inform innovation and continuous improvement in the work that we do. Regarded as the expert in their particular job discipline within the T. Rowe Price business unit Solves unique problems that have a broad impact on the business or organization function Contributes to the development of disciplinary strategy within their T. Rowe Price business unit; source of authoritative advice on best courses of action in area of expertise Responsibilities Holds accountability for event management and service across the professional client lifecycle, including onboarding, change, and day-to-day servicing. Gives specific focus to the ongoing investment operational needs of the most complex professional clients, including institutions, intermediaries, insurance clients, and other non-retail client segments, using data trends and analysis to support complex operational needs. Addresses highly complex, nonstandard servicing requirements. Raises awareness and teaches others how and when to escalate issues. Communicates on a regular basis with highly complex professional clients and their service providers, including intermediaries, consultants, platforms, custodians, administrators, and insurance-related stakeholders, to deliver high-quality services. Monitors risk and engages in problem solving by critically questioning and analyzing practices that impact the client experience. Acts as a subject matter expert when dealing with critical client communications. Monitors requests for new or enhanced client services, potential risk, and trends in service and communicates through appropriate channels within the organization to champion and influence changes that maintain a competitive edge in the industry and manage risk to the firm. Identifies and implements process changes to client operations that will have impact across T. Rowe Price professional clients. Coaches and guides client contacts, intermediaries, consultants, platforms, insurance-related stakeholders, or other service providers who have little or no experience handling certain types of account activities. Partners with Leadership to establish and maintain robust oversight, controls, and compliance standards. Fosters collaboration with Relationship Management, Investment Operations, Legal & Compliance, and other internal partners to advocate for professional client needs, resolve barriers, and align operational execution to optimal client outcomes. Drives process improvements and implements best practices that enhance operational efficiency, strengthen risk management, and improve professional client outcomes across the end-to-end service experience. Represents the professional client perspective in internal governance, prioritization, and issue-resolution discussions, ensuring operational and investment-related decisions consider client impact, service expectations, and long-term relationship outcomes. Act as an escalation point for complex or high-risk client onboarding and lifecycle events. Ensure clear communication and alignment of team goals with organizational objectives. Support new product launches and other strategic initiatives from an implementation perspective. Partners with Operations, Investment Operations, Relationship Management, Product, Legal & Compliance, and other business areas to identify and remove friction points that could negatively affect professional client outcomes. Tracks key performance indicators and reports on professional client service delivery, client outcome trends, and operational health to senior leadership. Contribute to the extended leadership team to discuss best practices and process improvements in the client onboarding journey Work closely with other business units to develop and streamline workflow processes that impact the E2E client experience Qualifications: Required: Bachelor's degree or the equivalent combination of education and relevant experience AND 10+ years of total relevant work experience Preferred: Stakeholder Management (Internal) – Experience navigating the organization, build collaborative networks and strong productive and mutually beneficial stakeholder relationships, managing expectations Relationship Management (External) – Experience developing trusted relationships with institutional, intermediary, and other highly sensitive professional clients, demonstrating the ability to understand each client holistically, including its operating model, service expectations, and account structure. Industry Expertise – Strong background in the asset management industry that reflects a broader understanding of the professional client landscape, including institutional accounts, intermediated distribution, platforms, consultants, and operational servicing models, enabling T. Rowe Price to anticipate client needs, drive innovation, and continuous improvement. Organizational Discipline – Demonstrates the ability to organize self and others, prioritize appropriately, deliver high quality work product, with attention to detail, with a sense of urgency. Influencing for Results – Demonstrates emotional intelligence and the ability to consider multiple perspectives, advocate effectively for optimal professional client outcomes, manage through friction and ambiguity, and stand firm while remaining diplomatic. Consultative Approach – Demonstrates the ability to uncover unstated needs and concerns, through confident dialogue, listening non-defensively, questioning and clarification of understanding. Critical Thinking and Analysis – Demonstrates a solution-driven mindset, able to assess challenges broadly with a focus on client impact, risk awareness, operational resiliency, scalability, and long-term service outcomes. Team Collaboration – Demonstrate ability to work independently and within a team providing day to day support. Excellent analytical skills and attention to detail, accuracy, and deadlines FINRA Requirements FINRA licenses are not required and will not be supported for this role. Work Flexibility This role is eligible for hybrid work, with up to one day per week from home. Base Salary Ranges Please review the job posting for the location of this specific opportunity. $132,000.00 - $225,000.00 for the location of: Maryland, Colorado, Washington and remote workers $145,000.00 - $248,000.00 for the location of: Washington, D.C. $161,000.00 - $276,000.00 for the location of: New York, California Placement within the range provided above is based on the individual’s relevant experience and skills for the role . Base salary is only one component of our total compensation package . Employees may be eligible for a discretionary bonus, which is determined upon company and individual performance. Commitment to Diversity, Equity, and Inclusion At T. Rowe Price, our associates are our greatest asset. We thrive because our company culture is built on inclusion and because we sustain a work environment where associates can bring their best selves to work every day. The backgrounds, talents, and experiences of our global associates allow us to embrace new ideas and perspectives that move our business priorities forward and enable us to deliver strong client outcomes. Here, you can expect equal opportunity and fair and consistent treatment for all. Benefits We value your goals and needs, at work and in life. As an associate, you’ll be supported with resources , benefits , and work-life balance so you can thrive in ways that matter to you . Featured employee benefits to enrich your life: Competitive compensation Annual bonus eligibility A generous retirement plan Hybrid work schedule Health and wellness benefits, including online therapy Paid time off for vacation, illness, medical appointments, and volunteering days Family care resources, including fertility and adoption benefits Learn more about our benefits. T. Rowe Price is an equal opportunity employer and values diversity of thought, gender, and race. We believe our continued success depends upon the equal treatment of all associates and applicants for employment without discrimination on the basis of race, religion, creed, color, national origin, sex, gender, age, mental or physical disability, marital status, sexual orientation, gender identity or expression, citizenship status, military or veteran status, pregnancy, or any other classification protected by country, federal, state, or local law.