T. Rowe Price
Director, Client Account Management
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Job Title
Provide visible, accountable leadership for the EMEA Client Implementation and Client Account Services teams, setting clear direction, priorities and service standards.
Team Summary
The Global Client Account Services Team (GCAS) at T. Rowe Price are 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.
About This Job
This is a senior-level Leadership position in a fast-paced and evolving team with oversight of the Client Account Management Team who support 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.
Job Summary
- Provide visible, accountable leadership for the EMEA Client Implementation and Client Account Services teams, setting clear direction, priorities and service standards.
- Build a high-performing leadership culture through coaching, performance management, succession planning and effective delegation across a team of 10+ associates.
- Own the governance, oversight and control framework for client onboarding and servicing, ensuring alignment with local legal, regulatory, risk and business continuity requirements.
- Act as the senior escalation point for complex or high-risk client matters, mobilising the right partners and driving issues through to resolution.
- Partner with Relationship Management and senior stakeholders to translate relationship strategy and client intent into scalable operational service plans.
- Represent GCAS in senior governance and strategic forums, shaping decisions on new business, transformation, operating model enhancements and client outcomes.
Responsibilities
- Lead both teams day to day, creating clarity on accountabilities, decision rights, priorities and expected standards of execution.
- Develop managers and associates through structured coaching, timely feedback, objective setting and talent planning; hold individuals and stakeholders accountable for delivery.
- Oversee the professional client lifecycle across onboarding, change and ongoing servicing, with particular focus on the most complex institutional, intermediary, insurance and other non-retail relationships.
- Chair or contribute to governance for pipeline triage, complexity assessment, new business initiatives and client lifecycle risk; make sound decisions where requirements are ambiguous or non-standard.
- Own major client escalations and critical communications, balancing client outcomes with risk, operational resilience, scalability and firm standards.
- Establish and monitor key performance indicators, service health measures and control disciplines; use data and trend analysis to identify risks, service deficiencies and improvement priorities.
- Work with Relationship Management to develop proactive service plans that reflect each client’s operating model, account structure, intended relationship strategy and servicing expectations.
- Lead cross-functional resolution and change across Operations, Investment Operations, Product, Legal & Compliance and other partners, removing friction across the end-to-end client experience.
- Sponsor lessons-learned reviews and remediation plans, ensuring actions are clearly owned, tracked and closed.
- Represent the professional client perspective in internal governance, prioritisation and transformation programmes, including enhancements to the Target Operating Model and new product launches.
- Maintain external awareness of developments in client experience, regulation and technology, applying relevant industry practice to GCAS strategy and delivery.
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Qualifications
Required
- Bachelor's degree, or an equivalent combination of education and relevant experience.
- At least 12 years of relevant experience, including at least 5 years in a substantive people-leadership role.
- Recent experience leading a team of 10+ associates, including through other managers or team leads, with clear accountability for performance, development and delivery.
- Significant global client service and/or client onboarding experience within asset management, covering complex professional client relationships.
- Proven success leading enterprise-level change programmes within an asset management firm, with experience of programme or PMO governance.
- Demonstrated ability to operate as a senior leader: setting strategy, making decisions under ambiguity, influencing executive stakeholders and holding cross-functional partners accountable.
- Strong knowledge of client lifecycle risk, governance, controls and regulatory expectations in an EMEA asset management environment.
- Excellent internal stakeholder management, with the judgement and credibility to navigate a complex organisation and build productive, mutually beneficial relationships.
- Experience leading Target Operating Model, operational resilience, service transformation or technology-enabled change.
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Preferred Qualifications
- Experience across institutional, intermediary, insurance, platform and consultant client segments, with a strong understanding of their operating models, account structures and servicing expectations.
- Established external relationship management skills and the ability to build trusted partnerships with clients and service providers.
- Strong commercial and industry awareness, with the ability to translate market, regulatory and technology trends into service improvements.
- Highly developed influencing, consultation and communication skills, including the ability to challenge constructively, work through friction and remain decisive and diplomatic.
- Excellent organisational discipline, critical thinking and attention to detail, with the ability to prioritise across competing demands and deliver with urgency.
Work Flexibility
This position is eligible to work from home one day per week.
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.
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, colour, 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.
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