Client Account Services Sr. Manager

T. Rowe Price • Baltimore, MD

4d • Hybrid

About The Position

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. The Client Account Services Sr. Manager is responsible for managing the end-to-end service experience for our institutional and sub-advised clients on a day-to-day basis. Responsible for highly complex activities related to client operations and anticipating issues that can arise. Reviews data analysis to identify issues and provides recommendations for resolution. Resolves highly complex operational issues as required, in accordance with the regulatory requirements and consumer laws. Reviews client operations processes and procedures and may recommend enhancements. This role requires extensive liaising between internal and external stakeholders to customize service models to meet client requirements at T. Rowe Price. The Sr. Manager will be responsible for high-volume account-specific client inquiries, ensuring timely and accurate responses to maintain client satisfaction. Additionally, the Sr. Manager will hold regular operational due diligence meetings with these clients to maintain strong relationships and identify areas for improvement. The position is regionally focused but may involve working on client service projects from other regions as needed, forming part of the global Client Account Management function. This role will play an active role alongside onboarding managers during the client onboarding process.

Requirements

• Bachelor's degree or the equivalent combination of education and relevant experience AND 8+ years of total relevant work experience

Nice To Haves

• Excellent communication and interpersonal skills with the ability to build relationships at all levels of the organization
• Familiarity with Institutional and Sub-Advised client support
• Excellent knowledge of the asset management business and investment products
• Proven ability to work in a team environment with a strong sense of urgency
• Excellent partnering skills, particularly in a client-oriented service environment
• Highly motivated with demonstrated initiative and the ability to work independently
• Ability to manage multiple, competing projects, priorities, and sensitive issues, with strong prioritization skills, decision-making skills, and excellent time management skills
• Excellent analytical skills and attention to detail, accuracy, and deadlines

Responsibilities

• Research best practices and competitive practices to develop recommendations for changes to client operations processes and protocols
• Services the ongoing investment operational needs of complex clients, including identifying data trends and analysis to support operational needs.
• Consults with clients and addresses highly complex, nonstandard servicing requirements.
• Raises awareness and teaches others how and when to escalate issues
• Communicates on a regular basis with highly complex and challenging clients and their service providers to deliver high-quality services.
• Monitors risk and engages in problem solving by critically questioning and analyzing practices that impact the client experience
• Recommends process changes to client operations that will have impact across T. Rowe Price clients based on expertise and knowledge of best practices.
• Leads internal activities and initiatives designed to improve the client operations process and ensure a high-quality client experience.
• Helps develop process improvements
• Works with internal and external contacts to identify opportunities to improve business processes and to increase the level of client service
• Requires specialized knowledge and expertise in their own job discipline and deep experience in integrating related disciplinary knowledge
• Leads disciplinary or cross-functional program of notable risk; uses sophisticated analytical thought to identify innovative solutions
• Accountable for work of self and others; sets standards around which others will operate
• Works independently, with guidance in only the most complex situations
• Acts as advisor to management and key external stakeholders on broad-ranging projects

Benefits

• Competitive compensation
• Annual bonus eligibility
• A generous retirement plan
• Hybrid work schedule
• Health and wellness benefits, including online therapy
• Paid time off for vacation, illness, medical appointments, and volunteering days
• Family care resources, including fertility and adoption benefits

What This Job Offers

• Job Type: Full-time
• Career Level: Senior