Director - US Institutional Client Service Support
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! The Director of U.S. Institutional Client Service Support is responsible for leading and elevating the U.S. Institutional Client Service Support function, ensuring best-in-class service delivery across the full institutional client lifecycle. This role directly oversees Institutional Client Service Support and serves as the senior leader accountable for execution, service quality, risk management, and client experience across relationships. The role also partners closely with regional client service leaders in EMEA and APAC to align on global standards, share best practices, and ensure consistency across a complex, multi-product, multi-region asset management platform.
Requirements
- 10+ years’ experience within institutional asset management with ability to operate effectively in a global, multi-product environment
- Deep knowledge of U.S. institutional clients (corporate, public, endowment & foundation, insurance, sub-advisory, consultants)
- Demonstrated ownership of the full institutional client lifecycle, from onboarding through retention and expansion
- Exceptional client relationship and stakeholder management skills
- Demonstrated success leading high-performing teams and creating a culture of accountability, client focus, and operational excellence.
- Senior-level judgment and presence to act as an escalation point for complex or sensitive client matters
- Ability to scale teams, processes, and service models as business complexity and client demands grow.
- Track record of transforming processes, service standards, data, and enabling technologies to enhance client outcomes
Responsibilities
- Lead, develop, and scale the U.S. Institutional Client Service support team.
- Drive a culture of accountability, client focus, and operational excellence.
- Serve as the senior escalation point for complex or sensitive U.S. client matters.
- Transform processes, standards, data and supportive technologies to align with client needs.
- Ensure strong partnership with sales teams to deliver a seamless client experience.
- Define and oversee best practices across the full U.S. institutional client lifecycle: onboarding, implementation, ongoing servicing, retention, and expansion.
- Ensure disciplined and coordinated partnership with Relationship Managers/Sales Teams.
- Establish clear service models aligned to client segmentation and complexity.
- Monitor service KPIs to drive continuous improvement and retention outcomes.
- Partner with EMEA and APAC client service leadership to align on global service standards and governance frameworks.
- Promote consistency in onboarding protocols, escalation processes, service metrics, and client engagement models.
- Balance global alignment with U.S. regulatory, operational, and client-specific requirements.
- Partner with Operations, Legal, Compliance, and Technology to ensure strong controls and risk management.
- Identify and implement process improvements to enhance scalability, efficiency, and client experience.
Benefits
- Annual discretionary bonus
- 401(k) plan with a generous match
- Recognition rewards
- Comprehensive benefits package
- Range of competitive healthcare options
- Insurance
- 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)
- 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
Education Level
No Education Listed
