Director – US Institutional Client Service Support

Franklin Templeton

Director of U.S. Institutional Client Service Support at Franklin Templeton enhancing institutional client service delivery.

Posted 4/24/2026full-timePasadena • California, Massachusetts • 🇺🇸 United StatesLead💰 $180,000 - $200,000 per yearWebsite

About the role

Key responsibilities & impact

Lead, develop, and scale the U.S. Institutional Client Service support team
Drive a culture of accountability, client focus, and operational excellence
Serve as the senior escalation point for complex U.S. client matters
Transform processes, standards, data, and supportive technologies
Ensure strong partnership with sales teams
Define and oversee best practices across the U.S. institutional client lifecycle
Monitor service KPIs to drive continuous improvement and retention outcomes
Partner with EMEA and APAC client service leadership to align on global service standards
Identify and implement process improvements to enhance scalability, efficiency, and client experience

Requirements

What you’ll need

10+ years experience within institutional asset management
Deep knowledge of U.S. institutional clients (corporate, public, endowment & foundation, insurance, sub-advisory, consultants)
Demonstrated ownership of the full institutional client lifecycle
Exceptional client relationship and stakeholder management skills
Demonstrated success leading high-performing teams
Senior-level judgment and presence to act as escalation point

Benefits

Comp & perks

Comprehensive benefits package, including healthcare options, insurance, and disability benefits
401(k) plan with generous match
Employee stock investment program
Learning resources and career development programs
Tuition assistance for education expenses
Paid time off (vacation, holidays, sick, leave, parental & caregiving leave, bereavement, volunteering, floating holidays)
Motivational wellbeing program

ATS Keywords

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Applicant Tracking System Keywords

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Soft Skills

client relationship managementstakeholder managementleadershipaccountabilityoperational excellenceprocess improvementteam managementjudgmentclient focuscommunication