Manager, Client Account Services

Job Description

They also work closely with Client Implementation, to ensure client intent and needs are fully understood, liaising with the client throughout to optimize the client experience.There is a place for you at T. Rowe Price to grow, contribute, learn, and make a difference.We are a premierassetmanagerfocused on delivering global investment management excellence and retirement services that investors can rely on today and in thefuture. The work we do matters. We invite you to explore the opportunity to join us and grow your career with us.The role sits within our Client Account Management Team, which is part of Global Client Account Services (GCAS). The position requires the candidate to deliver a high standard of client service across the entire client book, proactively develop and executeoperational service strategies/plans for our clients and to demonstrate accountability in ensuring client service needs are met and exceed, both through core service delivery as well as in maintaining internal records to align to the status quo with each client.The position operates independently to carry out various responsibilities supporting client accounts through both direct relationships and via those of the Relationship Management team. Partnering with the multiple internal departments as well as externalcustodians, vendors and administrative service providers the CASM will drive issue resolution and escalate any operational/administrative concerns.In addition, we recognize the need to continually evolve our business capabilities to continue to operate as optimally as possible for both the success of our clients and our business. To that extent, the role will require the individual to identify processimprovements within direct department or client relationships, participate in projects and initiatives to further innovate and enhance our capabilities in order to deliver improved client outcomes and facilitate the success of our EMEA Distribution Strategy.Principal Responsibilities

• Looks after clients day to day operational service needs providing best in class, proactive service support, account maintenance, creating service plans for selected client books of business to deliver the best of TRP. Will deliver a high standard ofcore client service across the entire client book and will have post sale ownership over certain client accounts, and work with Relationship Managers to determine operational service strategy and delivery to support the growth and retention of business.

• Maintains client profiles to help manage client service experience and develops insight from assessing across the client book emerging themes in respect of service requirements, both by client type and region.

• Develops consistent service standards and represents the firm in the eyes of the client, ensuring the client has confidence that their service requirements are being owned by a TRP Associate who understands their requirements and accounts with TRP

• Provides operational support to the sales process where appropriate (e.g. operational input into RFPs, pitch participation, operational content in new business due diligence process etc.)

• Delivering front-line service to clients and related third parties, including fielding and responding to client queries and ensuring agreed periodic service deliverables (including but not limited to, account reporting, attestations, certifications, restrictedasset list management, billing, cash orders etc) remain on track throughout the client lifecycle

• Assisting in ad hoc business development activities by acting as a subject matter authority, attending prospect meetings and providing insight into TRPs post sale service experience and operational facilitation across the firm, supporting Sales in identifyingstakeholders who can provide insight into TRPs capabilities, as required to deliver against client requirements

• Facilitate diagnosis of complex client service issues, identify trends that point to service deficiencies and own resolution, working with the appropriate internal and external delivery teams to ensure timely and accurate response and escalation of challengesin TRP capabilities versus client expectations

• Works with Client Implementation manager to ensure that client intent is fully understood, providing support throughout the Onboarding and Change process to ensure TRP remains aligned to Client requirements and intent and/or managing client expectationsas appropriate

• Acts as connector between Client, Relationship Manager, Client Implementation and broader organization to ensure delivery of client change activities (including new mandates)

• Develops proactive operational service plan for clients, aligned to strategy and client needs and for executing on that, maintaining score cards, monitoring and managing the health of the client service experience

• Owns operational due diligence process (ODD) to lead ODD meetings and operational questionnaires

• Contributes to developing a framework to maintain ongoing dialogue and exchange of ideas between GCAS and key Stakeholders on whom we are dependent to deliver clients service outcomes and document learnings and commitments in partnership to drive clientservice excellence

• Proactively engage in industry forums and networks to learn about trends in clients experience, regulation and technology to help inform innovation and continuous improvement in the work that we do

PERSONAL ATTRIBUTES / SKILLS / QUALIFICATIONSSkills & Competencies:

Stakeholder Management (Internal): Requires the ability to navigate the organisation, build collaborative networks and strong productive and mutually beneficial stakeholder relationships, managing expectations

Relationship Management (External): Requires the ability to develop trusted relationships with clients, demonstrating the ability to understand the client holistically

Project Management: Requires excellent planning capabilities and the ability to lead others through a process of delivery for the benefit of our clients and business

Industry Expertise: Demonstrates a willingness and ability to develop industry acumen that enables broader understanding of client expectations, enabling TRP to anticipate client needs, drive innovation and continuous improvement

Organisational Discipline: Demonstrates the ability to organize self and others, prioritise appropriately, deliver high quality work product, with attention to detail, with a sense of urgencyInfluencing for results: Demonstrates emotional intelligence andthe a