Manager, Client Account Services (Baltimore, MD)

| Baltimore, MD
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There is a place for you at T. Rowe Price to grow, contribute, learn, and make a difference. We are a premier asset manager focused on delivering global investment management excellence and retirement services that investors can rely on today and in the future. The work we do matters. We invite you to explore the opportunity to join us and grow your career with us.

Role Summary

Responsible for complex activities related to client operations and anticipating issues that can arise. Reviews data analysis to identify issues, reports findings, and provides preliminary recommendations. Resolves complex operational issues as required, in accordance with the regulatory requirements and consumer laws.

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 of core 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 the business.
  • Maintains client profiles to help manage client service experience and develops insights 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.
  • Facilitates 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 responses and escalation of challenges in 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 expectations as appropriate.
  • Develop 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.
  • 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. Document learnings and commitments in partnership to drive client service 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.
  • Analyzes data to develop informed operating or servicing agreements. Negotiates operational servicing requirements based on analysis. Facilitates resolution of complex operational needs and escalates complex, nonstandard servicing requirements and engages more senior staff to develop applicable solution to highly complex operational issues.
  • Communicates on a regular basis with complex and challenging clients and their service providers to deliver high-quality services. Facilitates the communication of information to internal parties. Ensures resolution activities are in accordance with the local regulatory requirements.
  • Leads internal activities and initiatives designed to improve the client operations process and ensure a high-quality client experience. Helps develop process improvements.
  • Oversees and manages client operations and administration support activities for clients. Services clients through the client life cycle, resolves complex operational issues, and monitors requests through execution. Escalates complex issues and requests to more senior staff as needed.
  • Analyzes data to develop informed operating or servicing agreements. Negotiates operational servicing requirements based on analysis. Facilitates resolution of complex operational needs and escalates complex, nonstandard servicing requirements and engages more senior staff to develop applicable solution to highly complex operational issues.
  • Communicates on a regular basis with complex and challenging clients and their service providers to deliver high-quality services. Facilitates the communication of information to internal parties. Ensures resolution activities are in accordance with the local regulatory requirements.
  • Leads internal activities and initiatives designed to improve the client operations process and ensure a high-quality client experience. Helps develop process improvements.


Typical Qualifications
  • Bachelor's degree or the equivalent combination of education and relevant experience AND
  • 5+ years of total relevant work experience


Preferred Qualifications
  • Stakeholder Management (Internal) - Requires the ability to navigate the organization, build collaborative networks and strong productive and mutually beneficial stakeholder relationships, managing expectations
  • Relationship Management (External) - Requires the ability to develop trusted relationship with clients, demonstrating the ability to understand the client holistically
  • 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
  • Organizational Discipline - Demonstrates the ability to organize self and others, prioritize appropriately, deliver high quality work product, with attention to detail, with a sense of urgency.
  • Influencing for Results - Demonstrates emotional intelligence and the ability to consider other perspectives, possessing excellent negotiation skills, ability to manage through friction and ambiguity, resilience under pressure and the ability to stand firm but remain diplomatic.
  • Consultative Approach - Demonstrates the ability to uncover unstated needs and concerns, through confident dialogue, listening non-defensively, questioning and clarification of understanding.
  • Critical Thinking and Analysis - Demonstrates a solution drive mindset, able to consider challenges and problems broadly, with a focus on risk awareness and operational resiliency.
  • Team Collaboration - Demonstrate ability to work independently and within a team providing day to day support.
  • Excellent analytical skills and attention to detail, accuracy, and deadlines
  • Excellent communication and interpersonal skills and the ability to build relationships at all levels of the organization
  • Proven ability to work in a team environment with a strong sense of urgency
  • Highly motivated with demonstrated initiative and the ability to work independently


FINRA registrations are not required and will not be supported for this role.

Commitment to Diversity, Equity, and Inclusion:

We strive for equity, equality, and opportunity for all associates. When we embrace the power of diversity and create an environment where people can bring their authentic and best selves to work, our firm is stronger, and we create greater value for our clients. Our commitment and inclusive programming aim to lift the experience for each associate and builds allies for our global associate community. We know that a sense of belonging is key not only to your success at the firm, but also to your ability to bring your best each day.

Benefits: We invest in our people through a wide range of programs and benefits, including:
  • Competitive pay and bonuses as well as a generous retirement plan and employee stock purchase plan with matching contributions
  • Flexible and remote work opportunities
  • Health care benefits (medical, dental, vision)
  • Tuition assistance
  • Wellness programs (fitness reimbursement, Employee Assistance Program)


Our policies may change as our working lives evolve. Yet, our commitment to supporting our associates' well-being and addressing the needs of our clients, business, and communities is unwavering.

T. Rowe Price is an equal opportunity employer and values diversity of thought, gender, and race. We believe our continued success depends upon the equal treatment of all associates and applicants for employment without discrimination on the basis of race, religion, creed, colour, national origin, sex, gender, age, mental or physical disability, marital status, sexual orientation, gender identity or expression, citizenship status, military or veteran status, pregnancy, or any other classification protected by country, federal, state, or local law.
More Information on T. Rowe Price
T. Rowe Price operates in the Fintech industry. The company is located in Baltimore, MD and Owings Mills, MD. T. Rowe Price was founded in 1937. It has 10561 total employees. It offers perks and benefits such as Flexible Spending Account (FSA), Disability Insurance, Dental Benefits, Vision Benefits, Health Insurance Benefits and Life Insurance. To see all 45 open jobs at T. Rowe Price, click here.
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