Client Account Management Director

T. Rowe Price; Baltimore (MD); On-site; USD 150,000 - 230,000; Full time

Job summary

T. Rowe Price is seeking a senior leader to manage professional client accounts, focusing on onboarding, servicing, and ongoing client operations for institutions, intermediaries, and insurance clients.

You will partner with cross-functional teams to deliver best-in-class service and ensure clients' needs and expectations are met. The role requires deep understanding of the end-to-end client lifecycle, industry trends, and an ability to implement process improvements that enhance operational

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 elevate 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 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.

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, you can expect opportunities to create real impact at work and in your community. You’ll enjoy resources to support your career path, as well as compensation, benefits, and flexibility to enrich your life. Here, you’ll find a collaborative culture that respects and values differences and colleagues who share a spirit of generosity.

Join us for the opportunity to grow 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 elevate 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