Head of Global Client Account Services

Role Summary

We are seeking a strategic, visionary, and results-oriented leader to drive the transformation of our client servicing organization.  Reporting directly to the COO, this leader will be responsible for managing the global client service teams, embedding client-centricity across the organization, and implementing transformative initiatives to elevate client experiences, drive operational excellence, and support business growth objectives.

Responsibilities

• Client Experience Leadership: Champion the transformation of client services by integrating innovative solutions and ensuring a seamless client journey across the enterprise.  Facilitate front-to-back process integration that drives ease of doing business, supporting our clients with digital information and interactions. 

• Client Implementation Management: Oversee client onboarding and implementation processes, ensuring smooth transitions and successful adoption of services. Lead the development of scalable processes to reduce implementation time and improve client satisfaction.

• Client Account Services Management: Oversee the end-to-end client account lifecycle, ensuring consistent, high-quality service delivery. Collaborate with cross-functional teams to identify opportunities for improvement, implement best practices, and resolve complex client issues.

• Client and Investment Reporting: Lead and enhance the client reporting function, ensuring accurate, timely, and insightful reporting on portfolio performance, risk, and attribution. Work with internal teams and external partners to deliver custom reports that meet the specific needs of clients while maintaining high standards of transparency and regulatory compliance.

• Transformation & Change Management: Lead and drive proactive client engagement by designing viable solutions for key customers and strategic partners, differentiating T. Rowe Price as a client-centric, active asset manager.

• Operational Excellence: Spearhead automation and process optimization initiatives to enhance efficiency, reduce errors, and improve scalability across client operations.  Assess operating model and account coverage structure using a client centric approach.

• Data-Driven Insights: Lead the integration of market data into client services, providing clients with timely and relevant insights for informed decision-making.

• Collaboration & Stakeholder Management: Collaborate closely with the Global Digital Solutions (GDS) team, the Global Investment Operations Team, the Transformation Office, and Global Distribution to incorporate client priorities into the organization’s operational practices. Engage with senior leadership and cross-functional teams to align client service delivery with the firm’s strategic goals, ensuring a proactive approach to client engagement.

Qualifications

Required: 

• Bachelor’s degree (in Finance, Business, or a related field) or the equivalent combination of education and relevant experience and a minimum of 15 years of total relevant work experience with 8+ years of management experience.  

• 15+ years of relevant experience in financial services, with significant experience leading global teams and managing client services and operational functions. Experience overseeing client reporting and onboarding is essential. 

Preferred:  

• Advanced degree or certification (MBA, CFA, etc.)  

• Proven track record in leading, developing, and motivating high-performing teams across multiple geographies. Strong leadership presence with the ability to influence stakeholders at all levels of the organization. 

• Deep understanding of client service excellence and operational best practices in the financial services industry. A passion for delivering exceptional client outcomes and improving client satisfaction. 

• Demonstrated experience in driving operational transformation, process automation, and efficiency initiatives. Knowledge of automation tools and technology solutions in client operations. 

• Solid understanding of operational risk management, investment compliance, and regulatory requirements within the asset management industry. 

• Strong quantitative and analytical skills with the ability to interpret complex investment performance data and metrics and apply these insights to improve client services and operational performance. 

• Exceptional communication skills, both written and verbal, with the ability to present complex ideas clearly and influence decision-making at the executive level. 

FINRA Requirements