Director of Client Service and Operations
The Association of Technology, Management and Applied Engineering, Chicago, IL, United States
Director of Client Service and Operations
Franklin Templeton’s Goals-based Optimization Engine (GOE) group is seeking a dynamic and results-driven Director of Client Service and Operations. This role will build and lead a Client Service and Operations function for GOE business across retirement and wealth channels. The leader will own post‑sale client experience, operational excellence, client onboarding, billing and AUM oversight, and cross‑functional execution to ensure adoption, revenue realization, and long‑term client retention.
Responsibilities
Lead the client service and operations function supporting advisors, recordkeepers, retirement plan sponsors, and enterprise wealth partners.
Own the full post‑sale lifecycle, including onboarding, implementation, adoption tracking, and ongoing value delivery.
Develop scalable service models, governance standards, and operating playbooks.
Monitor client adoption and satisfaction metrics to improve retention and growth.
Oversee end‑to‑end operational workflows supporting managed accounts and advice across retirement and wealth clients and platforms.
Drive process improvement and automation to increase efficiency and scalability.
Own monthly and quarterly billing cycles, ensuring accurate fee application and fiduciary compliance.
Oversee reconciliation, reporting, audit readiness, and revenue accuracy.
Lead cross‑functional initiatives tied to partner implementations and product enhancements.
Build and develop a high‑performing Client Service and Operations team.
Qualifications
10+ years of experience in retirement services, wealth management, or financial services operations.
10+ years in client‑facing roles within retirement, managed accounts, RIA, broker‑dealer, or financial SaaS environments.
Familiarity with AI tools to enhance processes.
Strong expertise in 401(k), 403(b), and managed accounts solutions.
Proven ability to lead cross‑functional initiatives and influence senior stakeholders.
Experience building and managing high‑performing teams.
Strong experience in retirement and wealth operations and fee structures.
Bachelor’s degree in business, finance, accounting, or related field preferred.
CFA or advanced degree is preferred.
Expertise in various asset classes and investment management styles, asset allocation techniques and investment products.
Highly motivated and self‑starter capable of initiating and cultivating new client relationships.
Strong oral and written communication skills for effective technical and interpersonal interaction with clients, intermediaries, and colleagues.
We expect an annual salary for this position to range between $155,000 – $212,000, depending on location and level of relevant experience, plus discretionary bonus.
Benefits
Three weeks paid time off the first year
Medical, dental and vision insurance
401(k) Retirement Plan with 85% company match on your pre‑tax and/or Roth contributions, up to the IRS limits
Employee Stock Investment Program
Tuition Assistance Program
Purchase of company funds with no sales charge
Onsite fitness center and recreation center*
Onsite cafeteria*
*Only applicable at certain locations
Franklin Templeton is an Equal Opportunity Employer. We are committed to providing equal employment opportunities to all applicants and employees, and we evaluate qualified applicants without regard to ancestry, age, color, disability, genetic information, gender, gender identity, or gender expression, marital status, medical condition, military or veteran status, national origin, race, religion, sex, sexual orientation, and any other basis protected by federal, state, or local law, ordinance, or regulation.
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Responsibilities
Lead the client service and operations function supporting advisors, recordkeepers, retirement plan sponsors, and enterprise wealth partners.
Own the full post‑sale lifecycle, including onboarding, implementation, adoption tracking, and ongoing value delivery.
Develop scalable service models, governance standards, and operating playbooks.
Monitor client adoption and satisfaction metrics to improve retention and growth.
Oversee end‑to‑end operational workflows supporting managed accounts and advice across retirement and wealth clients and platforms.
Drive process improvement and automation to increase efficiency and scalability.
Own monthly and quarterly billing cycles, ensuring accurate fee application and fiduciary compliance.
Oversee reconciliation, reporting, audit readiness, and revenue accuracy.
Lead cross‑functional initiatives tied to partner implementations and product enhancements.
Build and develop a high‑performing Client Service and Operations team.
Qualifications
10+ years of experience in retirement services, wealth management, or financial services operations.
10+ years in client‑facing roles within retirement, managed accounts, RIA, broker‑dealer, or financial SaaS environments.
Familiarity with AI tools to enhance processes.
Strong expertise in 401(k), 403(b), and managed accounts solutions.
Proven ability to lead cross‑functional initiatives and influence senior stakeholders.
Experience building and managing high‑performing teams.
Strong experience in retirement and wealth operations and fee structures.
Bachelor’s degree in business, finance, accounting, or related field preferred.
CFA or advanced degree is preferred.
Expertise in various asset classes and investment management styles, asset allocation techniques and investment products.
Highly motivated and self‑starter capable of initiating and cultivating new client relationships.
Strong oral and written communication skills for effective technical and interpersonal interaction with clients, intermediaries, and colleagues.
We expect an annual salary for this position to range between $155,000 – $212,000, depending on location and level of relevant experience, plus discretionary bonus.
Benefits
Three weeks paid time off the first year
Medical, dental and vision insurance
401(k) Retirement Plan with 85% company match on your pre‑tax and/or Roth contributions, up to the IRS limits
Employee Stock Investment Program
Tuition Assistance Program
Purchase of company funds with no sales charge
Onsite fitness center and recreation center*
Onsite cafeteria*
*Only applicable at certain locations
Franklin Templeton is an Equal Opportunity Employer. We are committed to providing equal employment opportunities to all applicants and employees, and we evaluate qualified applicants without regard to ancestry, age, color, disability, genetic information, gender, gender identity, or gender expression, marital status, medical condition, military or veteran status, national origin, race, religion, sex, sexual orientation, and any other basis protected by federal, state, or local law, ordinance, or regulation.
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