Director - US Institutional Client Service

Franklin Templeton•Pasadena, CA

1d•$180,000 - $200,000•Hybrid

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 is responsible for leading and elevating the U.S. Institutional Client Service function, ensuring best-in-class service delivery across the full institutional client lifecycle. This role directly oversees Institutional Client Service 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. How you will add value U.S. Institutional Client Service Leadership Lead, develop, and scale the U.S. Institutional Client Service 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. Client Lifecycle Ownership (U.S. Focus) 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. Global Alignment & Best Practices 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. Operational Discipline & Risk Governance 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.

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

U.S. Institutional Client Service Leadership Lead, develop, and scale the U.S. Institutional Client Service 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.
Client Lifecycle Ownership (U.S. Focus) 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.
Global Alignment & Best Practices 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.
Operational Discipline & Risk Governance 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

Franklin Templeton offers employees a competitive and valuable range of total rewards—monetary and non-monetary — designed to support their well-being and recognize their time, talents, and results.
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