Director of Client Service and Operations

At Franklin Templeton, we're advancing our industry forward by developing new and innovative ways to help our clients achieve their investment goals. Our dynamic firm spans asset management, wealth management, and fintech, offering many ways to help investors make progress toward their goals. Our talented teams working around the globe bring expertise that's both broad and unique. From our welcoming, inclusive, and flexible culture to our global and diverse business, we provide opportunities to help you reach your potential while helping our clients reach theirs.

Come join us in delivering better outcomes for our clients around the world!

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 GOE business across retirement and wealth channels. This 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.

This role sits at the intersection of client service, sales, product management, technology, Investment Management, Legal and Compliance. The ideal candidate brings deep 401(k) and 403(b) industry expertise, strong knowledge of RIA and broker-dealer environments, understanding of the regulatory landscape, and a proven ability to scale service and operating models to scale the business.

What are the ongoing 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.

What ideal qualifications would help someone be successful?

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.

Franklin Templeton offers employees a competitive and valuable range of total rewards-monetary and non-monetary - designed to support their well-being and recognize their time, talents, and results. Along with base compensation, employees are eligible for an annual discretionary bonus, a 401(k) plan with a generous match, and recognition rewards. We also offer a comprehensive benefits package, which includes a range of competitive healthcare options, insurance, and disability benefits, employee stock investment program, learning resources, career development programs, reimbursement for certain education expenses, paid time off (vacation / holidays / sick / leave / parental & caregiving leave / bereavement / volunteering / floating holidays) and a motivational wellbeing program. We expect the annual salary for this position to range between $155,000 - $212,000, depending on location and level of relevant experience, plus discretionary bonus.

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Experience our welcoming culture and reach your professional and personal potential!

Our culture is shaped by the variety of perspectives and experiences brought by talent from around the world. Regardless of your interests, lifestyle, or background, there's a place for you at Franklin Templeton. We provide employees with the tools, resources, and learning opportunities to help them excel in their career and personal life.

By joining us, you will become part of a culture that focuses on employee well-being and provides multidimensional support for a positive and healthy lifestyle. We understand that benefits are at the core of employee well-being and may vary depending on individual needs. Whether you need support for maintaining your physical and mental health, saving for life's adventures, taking care of your family members, or making a positive impact in your community, we aim to have your needs covered. Learn more about the wide range of benefits we offer at Franklin Templeton.

Highlights of our benefits include:

• 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

Learn more about the wide range of benefits we offer at Franklin Templeton

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.

If you believe that you need an accommodation or adjustment to search for or apply for one of our positions, please send an email to [email protected]. In your email, please include the accommodation or adjustment you are requesting, the job title, and the job number you are applying for. It may take up to three business days to receive a response to your request. Please note that only accommodation requests will receive a response.