Director of Client Service and Operations
About The Position
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! Franklin Templeton’s Goals-based Optimization Engine (GOE) group is seeking a dynamic and results-driven Director of Client Service and Operations. This role will build and lead a Client Service and Operations function GOE business across retirement and wealth channels. This leader will own post-sale client experience, operational excellence, client onboarding, billing and AUM oversight, and cross-functional execution to ensure adoption, revenue realization, and long-term client retention. This role sits at the intersection of client service, sales, product management, technology, Investment Management, Legal and Compliance. The ideal candidate brings deep 401(k) and 403(b) industry expertise, strong knowledge of RIA and broker-dealer environments, understanding of the regulatory landscape, and a proven ability to scale service and operating models to scale the business.
Requirements
- 10+ years of experience in retirement services, wealth management, or financial services operations.
- 10+ years in client-facing roles within retirement, managed accounts, RIA, broker-dealer, or financial SaaS environments.
- Familiarity with AI tools to enhance processes
- Strong expertise in 401(k), 403(b), and managed accounts solutions.
- Proven ability to lead cross-functional initiatives and influence senior stakeholders.
- Experience building and managing high-performing teams.
- Strong experience in retirement and wealth operations and fee structures.
- Bachelor’s degree in business, Finance, Accounting, or related field preferred.
- Highly motivated and self-starter capable of initiating and cultivating new client relationships.
- Strong oral and written communication skills, for effective technical and interpersonal interaction with clients, intermediaries, and colleagues.
Nice To Haves
- CFA or advanced degree is preferred.
- Expertise in various asset classes and investment management styles, asset allocation techniques and investment products.
Responsibilities
- Lead the client service and operations function supporting advisors, recordkeepers, retirement plan sponsors, and enterprise wealth partners.
- Own the full post-sale lifecycle, including onboarding, implementation, adoption tracking, and ongoing value delivery.
- Develop scalable service models, governance standards, and operating playbooks.
- Monitor client adoption and satisfaction metrics to improve retention and growth.
- Oversee end-to-end operational workflows supporting managed accounts and advice across retirement and wealth clients and platforms.
- Drive process improvement and automation to increase efficiency and scalability.
- Own monthly and quarterly billing cycles, ensuring accurate fee application and fiduciary compliance.
- Oversee reconciliation, reporting, audit readiness, and revenue accuracy.
- Lead cross-functional initiatives tied to partner implementations and product enhancements.
- Build and develop a high-performing Client Service and Operations team.
Benefits
- 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.
- Three weeks paid time off the first year
- Medical, dental and vision insurance
- 401(k) Retirement Plan with 85% company match on your pre-tax and/or Roth contributions, up to the IRS limits
- Employee Stock Investment Program
- Tuition Assistance Program
- Purchase of company funds with no sales charge
- Onsite fitness center and recreation center
- Onsite cafeteria
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What This Job Offers
Job Type
Full-time
Career Level
Director
Number of Employees
5,001-10,000 employees
