Director, Client Account Management

T. Rowe Price · London

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Team Summary

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 of 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 work in conjunction with the Relationship Management teams to support, retain and grow client and prospect relationships. Primarily supporting the EMEA region, the Client Account Management Director delivers front-line client operational servicing needs across multiple investment vehicles offered by T. Rowe Price, providing a single point of service contact in respect of all operations-related actives or queries. The Client Account Management Director is responsible for the end-to-end service experience of the firm’s Institutional and Intermediary clients in EMEA partnering closely with Relationship Managers, understanding the intended business strategy for developing our relationship with each client.

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. This role serves as a leader and a subject matter expert for client operations and supports the firm’s most complex client accounts, as well as providing representation for GCAS as the regional lead for transformational change programmes that support the enhancement of our Target Operating Model. The individual will be expected to anticipate, identify, and implement enhancements to the firm's processes to support client operations, work through solutioning with business partners to deliver new and complex business into the firm, and 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.

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.

Qualifications and Experience

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.

Preferred

• 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.

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