ABOUT THIS POSITION

This senior role serves as a key point of contact for clients, Relationship Managers, and internal stakeholders, with end-to-end accountability for service delivery, operational governance, and client outcomes.

The successful candidate will leverage asset management operations expertise and strong market knowledge to deliver a differentiated, high-quality service to our clients. This is an excellent opportunity for a seasoned client service professional to take on a senior, visible role within the Global Client Account Services division.

ROLE SUMMARY

Based in Sydney and part of the regional Global Client Account Services (GCAS) team, this senior role is responsible for delivering high-quality client service to institutional and intermediary clients across Australia and New Zealand, with end-to-end accountability for service delivery, operational governance and client outcomes throughout the client lifecycle. Drawing on deep asset management operations expertise and strong local market knowledge, the role acts as a senior point of contact for clients, Relationship Managers and internal stakeholders, partnering across Implementation, Portfolio Management, Trading, Investment Operations, Product, Legal, Compliance and external service providers to anticipate client needs, proactively manage risk and lead the resolution of complex client and operational matters.

Principal Responsibilities

Client Outcomes & Service Ownership

• Own end-to-end client outcomes for a portfolio of institutional and intermediary clients across Australia and New Zealand, ensuring consistent, high-quality service aligned with contractual obligations and client expectations.
• As a senior service owner, proactively anticipating client needs, identifying service risks or gaps, and driving timely resolution of complex or sensitive issues across the client lifecycle.
• Champion a client-centric service culture, continuously assessing service effectiveness, monitoring service KPIs, and driving improvements to deliver consistently high-quality client experience.

Client Service and Operational Excellence

• Oversee and coordinate ongoing client servicing activities, including:
• Coordinate and resolve enquiries from institutional clients and Australian unit trust investors, working with relevant internal teams and service providers.
• Client reporting and data delivery
• Agreement amendments (IMAs and distribution agreements)
• Cash flow and trading-related queries
• Periodic KYC / AML reviews
• Lead service-related client meetings, including governance forums, operational due diligence reviews, and escalation discussions, providing clear direction, credible solutions, and senior-level judgment.
• Act as the primary service escalation point for complex or sensitive issues, ensuring timely resolution and clear, professional client communication.
• Conduct regular service reviews, monitor KPIs and SLAs, identify recurring themes or trends, and drive continuous improvement initiatives.

 Operational Governance & Risk Management

• Provide oversight of operational governance, ensuring servicing activities comply with internal controls, regulatory requirements and applicable risk frameworks.
• Take ownership of issue management and remediation, including error investigation, root-cause analysis, and corrective actions, in close partnership with Operations, Compliance, Legal, and Investment teams.
• Provide support for the oversight and governance of fee rebate processing, ensuring accurate and timely execution in accordance with approved terms, controls and client obligations.

Client Onboarding & Change Management

• Lead the client service aspects of onboarding, mandate transitions, restructurings and significant change events, in close partnership with the Implementation team and cross-functional stakeholders.
• Support a range of products, including separate accounts and pooled fund vehicles, ensuring a seamless and consistent client experience from pre-win, mandate award through funding and ongoing servicing

Leadership Expectations

• Provide guidance and subject matter expertise to colleagues, promote consistent servicing practices, and contribute to capability development across the regional team.

PERSONAL ATTRIBUTES / SKILLS / QUALIFICATIONS

Required:

• Minimum 10 years of experience in client servicing, operations, or account management within the asset management industry.
• Strong understanding of Australian & New Zealand institutional and intermediary client segments, with the ability to articulate how market practices, product structures, and operational considerations impact client solutions.
• Proven track record of managing complex client relationships and cross-functional stakeholders across diverse client types, including superannuation clients, distributors, platforms, and family offices.

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.