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In this role you will lead a team of Client Operations Managers.
Primarily supporting the EMEA region, Client Operations Managers ("COM's") are responsible for the end to end project management of the onboarding of client separate accounts, T Rowe Price proprietary Funds and day to day client service.
You and your team interface directly with institutional clients, managing them through onboarding or change events, providing a single point of service contact in respect of all investment/portfolio operations related activities or queries. COM's are also responsible for managing internal stakeholders from across the organization that are required to play a pivotal role bringing clients onboard or facilitating the operational set up of our Funds. COMs will also play a critical role, leading stakeholders in developing solutions applicable to client service deliverables. You can expect to be interfacing with multiple internal and external parties, including but not limited to; Client Relationship Managers, Portfolio Managers, Attorneys, Clients, Heads of Operations Functions, Trading Desks, Compliance Managers and various internal governance Committees.
This exciting opportunity has also come about at an important time in our evolution as we are in the process of looking at how we navigate transformational change in order to ensure we continue to be well placed to succeed against our Business Strategy to continue to invest in and grow our business in EMEA. As a result, the candidate will be excited by the prospect of contributing to developing our capabilities, through the use of technology, service strategies and skill enhancement of our talent to facilitate the success of a growing business. This will require you to contribute thought leadership to our evolutionary strategies and participate and at times, lead, change assignments as we develop our business for the future.
You will have leadership experience, with a track record of developing high performing, cohesive teams, focused on client service excellence. You will lead and help develop our Client Onboarding and Client Service capabilities in region, working with Global counterparts to ensure alignment.
You will develop your team strategy, capabilities and talent to have a measurable impact on the success of our EMEA business and client experience. You will oversee the day to day business activities of your team and provide guidance, keeping them focused on leading internal teams, delivering a superior client experience and results against Strategy. In your role, you will work with the Head of Client Operations, EMEA, to contribute to long term transformational change initiatives and lead your team through those changes as well as develop MI to measure the success of your teams' contribution. You will have a passion for developing the talent in your team through coaching, training and support. You will define your teams' objectives and conduct mid-year and year end appraisals including working with your team to create personal development plans and focused training to optimize the potential of our people and motivate your team to have aspirational goals. You will also hire, manage performance and contribute to compensation and promotions in relation to your team.
Transformational Change and Stakeholder Management
You will oversee the management the delivery of client mandate and fund onboardings as well as change activities, including transitions, managed by your team. In doing this you will be an experienced accountable process owner who is skilled in co-ordinating and influencing a large number of stakeholders across horizontal business processes to deliver clients business and new products into our organisation. You will work with your team and various stakeholders to streamline business processes, develop scale and organisational discipline in how we execute
You will help define strategic development opportunities, including leveraging technology, working with technicians, to further enable our execution capabilities, reduce risk and deliver superior outcomes. In doing this you may lead or participate in discreet projects to develop evolution in our control environment and service capabilities. You will be excited by the prospect of being a change agent and an ambassador for client experience and having a positive impact on our business
You will have project management skills and experience developing plans, resourcing and business cost approvals across multiple, concurrent projects with multiple deliverables and components across a varying timescale, in conjunction with the business sponsor, client and other stakeholders. Specific project management activities will include detailed planning, status tracking, monitoring and reporting; and stakeholder management and communication (internal and external (client and vendor) parties), together with chairing working group meetings, resolving issues and mitigating risks, recording decisions etc
You will oversee and work with partners on solutions development to meet clients' unique servicing needs, building out a clear narrative around our key business processes and standard service capabilities
You will sit on committees and forums to drive the client experience agenda as required You will develop policies and procedures and ensure consistency in how we deliver and maintain central client records for regulatory and internal purposes to enable service definition, management information and regulatory reporting You will ensure risks and issues are handled and monitored across the team in line with agreed policies and procedures and work on continuous improvement plans as required. You will interface with both our second and third line of defense teams to ensure robust governance and control is achieved
Building Relationships and knowledge
You will be capable of building positive and effective working relationships and able to influence at all levels, both with clients and their administrators, as well as internal partners and third-party service providers to T Rowe Price You will help the team maintain a disciplined approach to ongoing service dialogue with key partners to ensure a client centric mindset is shared across the service value chain, and enable the team to build up their holistic knowledge of the firms' capabilities and clients' emerging needs
You will help the team develop a deeper understanding of industry norms, market expectations, investment challenges, the impact of regulatory changes and internal operational requirements to ensure the team are capable of informed discussion with clients and sales colleagues and can navigate challenges with minimum friction You will attend industry forums and be curious as to market commentary to ensure your team stay ahead of the evolving investment environment and service expectations You will be capable of building a narrative for your teams' contribution to help partners across the firm understand better our role and responsibilities and you will able to develop and deliver educational content regarding our team to colleagues across the firm
You will have a proven track record in a leadership role, in the context of client onboarding, relationship management and/or servicing You would have experience dealing directly with clients and capable of ascertaining client needs, requirements and understand them in context You will possess a solid understanding of investment markets, instruments and economics You would have experience developing client journeys and service packages to deliver superior outcomes
You will have experience re-engineering processes and business procedures, using technology to deliver transformational change and a comfort leading change and evolution You will have a detailed understanding of both the trade and client lifecycle, in the context of Asset Management
PERSONAL ATTRIBUTES / SKILLS / QUALIFICATIONS
College/University degree and at least 10 years of related work experience
Leadership capabilities and experience leading teams
Deep operational expertise and knowledge of requirements and the process for onboarding investment management clients and funds across a variety of investment management business segments
Thorough knowledge of the investment management landscape and emerging trends
Experience working with various asset classes and delivering bespoke client arrangements
Proven project management skills and capabilities in complex environments
Critical thinking, analysis and interpretation of data
Performs well under time-sensitive deadlines
Independent worker who is results driven
Excellent client management and relationship building skills
Excellent communication and interpersonal skills
Ability to manage multiple priorities; flexible and resilient
Ability to communicate technical concepts and ideas to non-technical audience
Experience with vendor management and negotiations
Possess excellent organizational skills
Ability to identify potential issues and escalate appropriately
Ability to negotiate through internal and client organizations for decisions and sign-off
Proven ability to lead process improvement efforts
Experience coordinating and directing cross-functional teams
Experience with project management systems, tools and methodologies
Technical capabilities in creating and using data to develop Management Information, visio, excel, presentation skills, tableau and other similar capabilities