Director - US Institutional Client Service Support

Franklin Templeton; Pasadena (CA); On-site; USD 180,000 - 200,000; Full time

Benefits offered by this job

401(k) plan with generous match

Comprehensive healthcare options

Paid time off including holidays and parental leave

Job summary

A global asset management firm seeks a Director of U.S. Institutional Client Service in Pasadena, CA. The role involves leading the U.S. Institutional Client Service function with a focus on delivering exceptional service across the client lifecycle. Candidates should have over 10 years of experience in institutional asset management, deep knowledge of U.S. institutional clients, and exceptional relationship management skills. A competitive compensation package is offered, ranging from $180,000 to $200,000, including bonuses.

Qualifications

• 10+ years’ experience within institutional asset management.
• Deep knowledge of U.S. institutional clients.
• Exceptional client relationship and stakeholder management skills.

Responsibilities

• Lead the U.S. Institutional Client Service team.
• Define best practices for client lifecycle.
• Partner with global client service leadership.

Skills

Experience in institutional asset management

Client relationship management

Team leadership

Process improvement

Stakeholder management

Education

Bachelor's degree or higher

Job description

At Franklin Templeton, we’re advancing our industry forward by developing new and innovative ways to help our clients achieve their investment goals. Our dynamic firm spans asset management, wealth management, and fintech, offering many ways to help investors make progress toward their goals. Our talented teams working around the globe bring expertise that’s both broad and unique. From our welcoming, inclusive, and flexible culture to our global and diverse business, we provide opportunities to help you reach your potential while helping our clients reach theirs.

Come join us in delivering better outcomes for our clients around the world!

The Director of U.S. Institutional Client Service is responsible for leading and elevating the U.S. Institutional Client Service function, ensuring best-in-class service delivery across the full institutional client lifecycle. This role directly oversees Institutional Client Service and serves as the senior leader accountable for execution, service quality, risk management, and client experience across relationships. The role also partners closely with regional client service leaders in EMEA and APAC to align on global standards, share best practices, and ensure consistency across a complex, multi-product, multi-region asset management platform.

How You Will Add Value

U.S. Institutional Client Service Leadership

• Lead, develop, and scale the U.S. Institutional Client Service team.
• Drive a culture of accountability, client focus, and operational excellence.
• Serve as the senior escalation point for complex or sensitive U.S. client matters.
• Transform processes, standards, data and supportive technologies to align with client needs.
• Ensure strong partnership with sales teams to deliver a seamless client experience.

Client Lifecycle Ownership (U.S. Focus)

• Define and oversee best practices across the full U.S. institutional client lifecycle: onboarding, implementation, ongoing servicing, retention, and expansion.
• Ensure disciplined and coordinated partnership with Relationship Managers/Sales Teams.
• Establish clear service models aligned to client segmentation and complexity.
• Monitor service KPIs to drive continuous improvement and retention outcomes.

Global Alignment & Best Practices

• Partner with EMEA and APAC client service leadership to align on global service standards and governance frameworks.
• Promote consistency in onboarding protocols, escalation processes, service metrics, and client engagement models.
• Balance global alignment with U.S. regulatory, operational, and client-specific requirements.

Operational Discipline & Risk Governance

• Partner with Operations, Legal, Compliance, and Technology to ensure strong controls and risk management.
• Identify and implement process improvements to enhance scalability, efficiency, and client experience.

What Will Help You Be Successful In This Role

• 10+ years’ experience within institutional asset management with ability to operate effectively in a global, multi-product environment
• Deep knowledge of U.S. institutional clients (corporate, public, endowment & foundation, insurance, sub-advisory, consultants)
• Demonstrated ownership of the full institutional client lifecycle, from onboarding through retention and expansion
• Exceptional client relationship and stakeholder management skills
• Demonstrated success leading high-performing teams and creating a culture of accountability, client focus, and operational excellence.
• Senior-level judgment and presence to act as an escalation point for complex or sensitive client matters
• Ability to scale teams, processes, and service models as business complexity and client demands grow.
• Track record of transforming processes, service standards, data, and enabling technologies to enhance client outcomes

Work Schedule & Location

This role works a hybrid schedule commutable to our Pasadena, CA or Boston, MA office.

Compensation & Benefits

Compensation Range: Franklin Templeton offers employees a competitive and valuable range of total rewards—monetary and non-monetary — designed to support their well-being and recognize their time, talents, and results. Along with base compensation, employees are eligible for an annual discretionary bonus, a 401(k) plan with a generous match, and recognition rewards. We also offer a comprehensive benefits package, which includes a range of competitive healthcare options, insurance, and disability benefits, employee stock investment program, learning resources, career development programs, reimbursement for certain education expenses, paid time off (vacation / holidays / sick / leave / parental & caregiving leave / bereavement / volunteering / floating holidays) and a motivational wellbeing program. We expect the annual salary for this position to range between $180,000 - $200,000, depending on location and level of relevant experience, plus discretionary bonus.

Experience Our Welcoming Culture

Our culture is shaped by the variety of perspectives and experiences brought by talent from around the world. By joining us, you will become part of a culture that focuses on employee well-being and provides multidimensional support for a positive and healthy lifestyle. We understand that benefits are at the core of employee well-being and may vary depending on individual needs. Learn more about the wide range of benefits we offer at Franklin Templeton.

Franklin Templeton is an Equal Opportunity Employer. We are committed to providing equal employment opportunities to all applicants and employees, and we evaluate qualified applicants without regard to ancestry, age, color, disability, genetic information, gender, gender identity, or gender expression, marital status, medical condition, military or veteran status, national origin, race, religion, sex, sexual orientation, and any other basis protected by federal, state, or local law, ordinance, or regulation.

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