Client Service Delivery Manager Jobs in Baltimore, MD

About the Team

The Client Account Management teams (CAM) work in conjunction withGlobalDistribution teams to support, retainand grow client andprospectrelationships. CAM consists ofthe Client Account Services Team (CAS) and the Client ImplementationManagement Team (CIM).

CASNorth America Associatesare responsible forsupportingthe client journey andfacilitatingthe end-to-end operational service experience of the firm's professional clients in North America (NA), partnering closely with Global Distribution RelationshipManagers and internal process stakeholders, understanding the intended business strategy for developing and supporting our relationship with each client.

CAS Associates will work closely withtheClient ImplementationTeam, to ensure client intent and needs are fully understood, for any new or evolving business, liaising with the client throughout tooptimizethe client experience during onboarding and client lifecycle change events. The group is regionally focused but expected tooperatewith a global lens.Projects and initiatives are coordinated globallywherepossible/appropriate.

About the Role

Primarily supporting the NA region, theDirector oftheCASNATeam oversees the team ofCASNAAssociates providing operational service to support the needs of our clients across multiple investment vehiclesoffered 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 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 yourteam and partners, you will proactively develop service strategies/plans for our clients anddemonstratehigh levelsof ownership and accountability for ensuring client service needs are met and exceeded, through core operational service delivery and differentiated service support where applicable. You willmaintaina robust control environment,maintaininginternal records to ensure we stay on top of and in front of the operational client service experienceand associated risks.

The positionoperatesindependently to carry out various responsibilities supporting client accounts through both direct relationships and via those of the Relationship Management team. Partnering withmultiple internal departments as well as external custodians,vendorsand administrative service providers the CAS Director willfacilitateor ensure successful daily operational running of client accounts, drive query or issue resolution and escalate any operational/administrative concerns. TheCASDirectorwillat timesact as adelegate for the Head of CAS in projects,committeesand 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 tooperateas optimally as possible for both the success of our clients and our business.To that extent, the role will require the individual toidentifyand drive forward ideas for process improvements within direct department or client relationships,participatein projects and initiatives to furtherinnovateand enhance our capabilitiestodeliver improved client outcomes andfacilitatethe success of our NA Distribution Strategy.

Role Summary

• Provides leadership,direction,and development to a teamofCASAssociates to execute on the team's responsibilities and be the voice of the client across the organization
• Ensure that the day-to-day operational servicing conducted by theteamprovidesbest in class, proactive operational service support. This includes account maintenance, query management, clientad hoccommunications, and the creation of service plans for selected client books of business to deliver the best ofTRP.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 todetermineoperational service strategy and delivery to support the growth and retention of business.
• Developsand delivers consistent service standards andrepresentsthe 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.
• Decisions are guided by long-term business unit strategy, priorities, andobjectives.

Responsibilities

• Leads a team of 10+ associates who engage with clients daily.Engages withinternal and externalclientsas neededto build andmaintainstrong relationships and understand client needs and expectations to recommend process changes.
• Sets quality standards forteam and reviews quality metrics to ensure standards are met.
• Resolves the most complex issues or inquiries from senior-level or key individualsatclients as needed.Guidesanalytics and decision making for the function.
• Partners with key business partners to understand trends, new offerings, regulatory changes, and/or changes in processes that mayimpactclient operations. Makes recommendations to change protocols.
• Recruits, directs, motivates, and develops a team, maximizing their individual contribution, their professional growth, and their ability to build and sustain a high-performing, strategically focused workforce within their assigned department. Accountable for the financial and human resources of multiple departmentsto includebudgeting, staffing resources, etc.
• Identifyandexecuteprocess changes.Have a strong lens on controls, qualityreviewsand clear expectations.
• Develop a broad network with key business partners.Providing an escalation point for the team andabilityto remove roadblocks.
• Oversee project management activitiesby ensuring the teamconductsdetailed planning, status tracking,monitoringand reporting; and stakeholder communication (internal and external client and vendors), together with chairing working group meetings, resolving issues and mitigating risk.
• Works with leadership tosetnew protocols and policies to resolve issues and improveclient onboarding. Leads team members in providing client implementation and servicing support.
• Recruits, directs, motivates, and develops a team, maximizing their individual contribution, their professionalgrowthand their ability to build and sustain a high-performing, strategically focused workforce.
• Addresseshighly complex, nonstandard servicing requirements. Raises awareness and teaches others how and when to escalate issues.
• Monitors risk andengagesin problem solving by critically questioning and analyzing practices thatimpactthe client experience. Acts as a subject matter expert when dealing with critical client communications.
• Monitors requests for new or enhanced client services, potential risk, and trends in service and communicates throughappropriate channelswithin the organization to champion and influence changes tomaintaina competitive edge in the industry and to manage risk to the firm.Identifiesand implements process changes to the teamthat will have impact across T. Rowe Price clients.
• Partners closely with internal business partners such as Investment Compliance, Trading, Legal, Investment Operations, and Distribution to ensure a seamless onboarding experience.

Qualifications

Required:

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

Preferred:

• Excellent knowledge of the asset management business,investment products, and professional clients (institutional and sub advised clients,including Insurance general account clients)
• Strong analytical and problem-solving skills; ability to form, recommend, and/or implement decisions
• Impeccable attention to detail withabilityto synthesize and communicate at theappropriate level
• Excellent interpersonal, business, and client management skillsrequired
• Ability to manage multiple, competing projects, priorities, and/or time sensitive issues
• Ability to organize and lead through influence across theenterprise
• Strong verbal and written communication

FINRA Requirements

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

Work Flexibility

This role is eligible for hybrid work, with up to one day per week from home.