Client Account Management Director

About the Team

T. Rowe Price’s Global Client Account Services Team (GCAS) delivers 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 within GCAS comprises Client Implementation Managers—who facilitate and lead the onboarding process for new and existing clients—and Client Account Service Managers—who own the client relationship for all onboarding, operational, and service matters. GCAS 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. The team works with Relationship Management 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, providing a single point of service contact for all operations-related activities or queries.

About the Role

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 work across both Client Servicing and Onboarding, possessing 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 anticipate, identify, and implement enhancements to processes, as well as manage day-to-day client activity in servicing and onboarding. The Client Account Management Director acts as an internal advocate for professional clients, ensuring their expectations, operating needs, and desired outcomes are consistently represented across Operations, Investment Operations, Relationship Management, Legal & Compliance, and other internal decision-making forums.

Responsibilities

• Provide best-in-class, proactive service support to deliver the best of T. Rowe Price, ensuring clients have confidence in the firm’s ability to meet their service requirements.
• Facilitate diagnosis of complex professional client service issues, identify trends indicating service deficiencies, and own resolution by collaborating with internal and external teams.
• Work with the Relationship Management Team and clients to ensure client intent and servicing expectations are fully understood, supporting onboarding and change processes to align with client requirements.
• Develop proactive operational service plans for professional clients in partnership with Relationship Management, aligned to relationship strategy, client needs, and servicing expectations; execute plans while monitoring client service health.
• Contribute to a framework for ongoing dialogue and idea exchange between GCAS and key stakeholders to drive client service excellence.
• Support the operational servicing needs of professional clients, including institutions, intermediaries, insurance clients, platforms, and consultants, ensuring the firm understands and responds to their distinct operating models and servicing expectations.
• Serve as the voice of the professional client across Operations, Investment Operations, Relationship Management, Legal & Compliance, and other internal partners, advocating for decisions that support optimal client outcomes.
• Proactively engage in industry forums and networks to learn about trends in client experience, regulation, and technology to inform innovation and continuous improvement.
• Hold accountability for event management and service across the professional client lifecycle, including onboarding, change, and day-to-day servicing, with a focus on complex operational needs.
• Address highly complex, nonstandard servicing requirements and raise awareness of escalation protocols.
• Communicate regularly with complex professional clients and their service providers to deliver high-quality services while monitoring risk and problem-solving.
• Act as a subject matter expert in critical client communications.
• Monitor requests for new or enhanced client services, potential risks, and service trends, communicating insights to champion changes that maintain a competitive edge and manage firm risk.
• Identify and implement process changes impacting T. Rowe Price’s professional clients.
• Coach and guide client contacts, intermediaries, consultants, and other service providers with limited experience in handling specific account activities.
• Partner with Leadership to establish and maintain robust oversight, controls, and compliance standards.
• Foster collaboration with Relationship Management, Investment Operations, Legal & Compliance, and other internal partners to advocate for professional client needs and resolve barriers.
• Drive process improvements and implement best practices to enhance operational efficiency, strengthen risk management, and improve client outcomes.
• Represent the professional client perspective in internal governance, prioritization, and issue-resolution discussions.
• 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 strategic initiatives from an implementation perspective.
• Partner with Operations, Investment Operations, Relationship Management, Product, Legal & Compliance, and other business areas to remove friction points affecting professional client outcomes.
• Track key performance indicators and report 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 impacting the end-to-end client experience.

Qualifications

• Required: Bachelor’s degree or equivalent combination of education and relevant experience AND 10+ years of total relevant work experience.
• Stakeholder Management (Internal): Experience navigating organizations, building collaborative networks, and managing productive stakeholder relationships.
• Relationship Management (External): Experience developing trusted relationships with institutional, intermediary, and other highly sensitive professional clients, demonstrating an understanding of their operating models, service expectations, and account structures.
• Industry Expertise: Strong background in the asset management industry, reflecting a broad understanding of the professional client landscape, including institutional accounts, intermediated distribution, platforms, consultants, and operational servicing models.
• Organizational Discipline: Ability to organize self and others, prioritize effectively, deliver high-quality work with attention to detail, and maintain a sense of urgency.
• Influencing for Results: Demonstrates emotional intelligence, considers multiple perspectives, advocates for optimal client outcomes, manages ambiguity, and remains diplomatic while standing firm.
• Consultative Approach: Ability to uncover unstated needs through confident dialogue, active listening, and clarification.
• Critical Thinking and Analysis: Solution-driven mindset with a focus on client impact, risk awareness, operational resiliency, scalability, and long-term service outcomes.
• Team Collaboration: Ability to work independently and within a team, providing day-to-day support with excellent analytical skills, attention to detail, accuracy, and adherence to deadlines.

FINRA Requirements: Applicable FINRA licenses may be required for this role.