POSITION PURPOSE

Lead the EMEA Client Account Services Team to deliver best in class service for our clients across TRP Funds and Separate Accounts.

The Client Account Management teams (The CAM) work in conjunction with the Relationship Management teams to support, retain and grow client and prospect relationships. The CAM consists of The Client Account Services Team (CAS Team) and the Client Implementation management Team (CIM Team)

primarily supporting the EMEA region, the Director of Client Account Services Team oversees the team of Client Account Service Associates providing operational service to support the needs of our clients across multiple investment vehicles offered by T. Rowe Price (“TRP”) as well as for clients that enter into discretionary or advisory business services with us, providing a single point of service contact in respect of all operations related activities or queries.

The CAS Associates are responsible for helping manage the client journey and facilitating the end-to-end service experience of the firm’s professional clients in EMEA, partnering closely with Relationship Managers and internal process stakeholders, understanding the intended business strategy for developing our relationship with each client.

The CAS Associates will work closely with Client Implementation, to ensure client intent and needs are fully understood, for any new or evolving business, liaising with the client throughout to optimize the client experience during onboarding and client lifecycle change events.

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 as well as managing the same high performance through others. In this role, you will play an active role working with your global counterparts to help drive evolution and transformation in our globally aligned service approach, contributing to our continued future success.

Together with your Team and partners, you will proactively develop service strategies/plans for our clients and demonstrate high levels of ownership and accountability for ensuring client service needs are met and exceeded, through core operational service delivery and differentiated service support where applicable. You will maintain a robust control environment, maintaining internal records to ensure we stay on top of and in front of the client service experience.

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 external custodians, vendors and administrative service providers the CAS Director will facilitate or ensure successful daily operational running of client accounts, drive query or issue resolution and escalate any operational/administrative concerns. This Senior Client Account Services role will require the individual to act as a delegate for the EMEA GCAS Director in projects, committees and other internal initiatives, as well as take a role in leading and role-modelling for more junior team members.

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 and drive forward ideas for process improvements 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

• Manage, oversee and develop a team of Client Account Service Associates to execute on the Teams responsibilities and be the voice of the client across the organisation.

• Ensure that the day-to-day operational servicing conducted by the Team is providing best in class, proactive service support/ This includes account maintenance, query management, client adhoc communications, and the creation of service plans for selected client books of business to deliver the best of TRP. The CAS Team deliver an excellent standard of core client service across the entire client book (segregated and fund distribution accounts), and work with Relationship Managers and/or internal partners to determine operational service strategy and delivery to support the growth and retention of business.

• Ensures that the Team Maintain detailed 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.

• Develop and delivers 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.)

• Ensure that the Team are 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, restricted asset 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 identifying stakeholders 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 challenges in TRP capabilities versus client expectations

• Works with Client Implementation Managers 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

• Acts as a proactive connector between Client, Relationship Manager, Client Implementation and broader organization to ensure delivery of client change activities (including new mandates), often leading from the front, co-ordinate across functions to bring the best of T. Rowe Price together to deliver for our clients and find solutions to emerging challenges and service needs

• Ensure that the CAS Team develops and maintains clear 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 host ODD meetings, coordinate preparation of presentation materials and speakers and ensure delivery to time of operational questionnaires

• Builds relationships with key clients, including conducting service reviews and regular check-ins to ensure we remain closely aligned to client service expectations.

• Actively drives for development a framework to maintain ongoing dialogue and exchange of ideas between GCAS and key internal Stakeholders on whom we are dependent to deliver clients service outcomes and 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

• Provides support and guidance to more junior team members, actively contributes to the team discussion and environment and will take a coordination/project management role to drive completion of initiatives through the immediate team

• Develops KPIs and OKRs to measure the productivity. Quality and impact of the team.

PERSONAL ATTRIBUTES / SKILLS / QUALIFICATIONS

Skills & 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. Has excellent working knowledge of segregated client account servicing and has sound understanding of the complexities of fund distribution in the European market
• Organisational 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, follow procedures/policies set by the department or firm
• Influencing for results: Demonstrates emotional intelligence and the ability to consider others’ 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
• Enterprise Knowledge: Demonstrates the ability and enthusiasm to learn deeply about the capabilities across T Rowe Price beyond role
• 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 whilst also leaning in to fostering a close team working supportive environment

• Leadership. Can demonstrate strong leadership skills in the virtual and the in-person environment with a passion for coaching and mentoring others

Education & Experience

• Previous experience working within a client service, client operations or fund distribution servicing group in the EMEA region with a minimum of 7 years’ experience.
• Leadership experience including Team Governance and Oversight and Associate Development
• Demonstrable related work experience within an Investment Management organisation preferably within a client-facing, operations and/or service delivery environment.
• Experience of operational/legal servicing of segregated accounts and fund clients in the Institutional and Intermediary Space
• Use of Workflow within day-to-day Client Operations
• Preferred but not essential: Experience of working in the UK Intermediary/Fund Distribution marketplace, knowledge of one or more European languages

Commitment to Diversity, Equity, and Inclusion:

At T. Rowe Price, our associates are our greatest asset. We thrive because our company culture is built on inclusion and because we sustain a work environment where associates can bring their best selves to work every day. The backgrounds, talents, and experiences of our global associates allow us to embrace new ideas and perspectives that move our business priorities forward and enable us to deliver strong client outcomes. Here, you can expect equal opportunity and fair and consistent treatment for all.

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.