Client Service Manager Client Service Manager …

Wellington Management Company, LLP
in Hong Kong
Permanent, Full time
Last application, 17 Sep 21
Competitive
Wellington Management Company, LLP
in Hong Kong
Permanent, Full time
Last application, 17 Sep 21
Competitive
Client Service Manager
WELLINGTON MANAGEMENT

Wellington Management offers comprehensive investment management capabilities that span nearly all segments of the global capital markets. Our investment solutions, tailored to the unique return and risk objectives of institutional clients in more than 60 countries, draw on a robust body of proprietary research and a collaborative culture that encourages independent thought and healthy debate. As a private partnership, we believe our ownership structure fosters a long-term view that aligns our perspectives with those of our clients.

POSITION

Overview
The Client Service Management team is a part of the Client Group at Wellington Management and contributes to the firm's mission by delivering first class client service across the full breadth of business channels and markets.

The Client Service Manager (CSM) will serve as a trusted partner and advisor to our clients, working collaboratively with the Relationship Managers to ensure a positive client experience. The CSM will represent the firm in managing overall service delivery for clients and driving the resolution of client service queries. This responsibility begins with the on-boarding process for new clients and extends throughout the lifecycle of the client relationship. The CSM, with his/her project management experience, will be accountable for coordinating client-related activities to ensure that the firm successfully delivers upon the agreed operating and reporting requirements of our clients.

The CSM will work closely with the Relationship Managers, Business Developers, our Sponsored Funds teams, and other internal functions to ensure the clients' requirements are met.
This role will be based in either Hong Kong or Singapore and will focus on servicing of our funds and distribution clients across Asia ex Japan. Some travel is required.

Key Responsibilities
The core responsibilities of the role include:
  • Pre-onboarding qualification of prospective clients/distributors
  • Know-your-distributor reviews
  • Coordinating internal discussions and negotiations regarding client service requirements, including operational and reporting items, prior to acceptance and documentation with each client/prospect
  • Negotiation of distribution agreements
  • Leading the client onboarding and account opening process
  • AML/KYC
  • Serving as a one-stop contact for clients on daily enquiries
  • Pro-actively managing and monitoring service delivery
  • Participating in and contributing to fund and distribution-related projects, working groups and committees
  • Staying attuned to industry developments and best practices; evaluating the firm's client service capabilities/gaps and related risks driven by client requirements and making recommendations to internal stakeholders for process and workflow improvements
  • Providing ongoing mentoring and coaching to help develop Client Analysts and peer Client Service Managers
Additional requirements for the role include:
  • Collaboration - Work in active partnership with others in the Client Platform, the Investment Platform and the Infrastructure Platform teams (both locally and globally) to efficiently fulfill client requests and maintain high servicing standards
  • Content - Demonstrate a sound knowledge of investment markets, Wellington Management's investment strategies and fund offerings, particularly those in which clients are invested, plus an in-depth knowledge of local regulations and client servicing procedures, i.e. "how to get things done" for clients
  • Stewardship - Effectively balance the needs of each client with the capabilities and resources of Wellington Management
  • Execution - Knowledge of and accurate implementation of our internal processes and risk controls
Qualifications/Attributes

The CSM should have 7- 10 years of experience in servicing clients in the distribution channel. In addition, the candidate should possess the following:
  • Expert knowledge of both Hong Kong and Singapore distribution servicing best practices and client preferences
  • Strong knowledge of funds and transfer agency operations, as well as working knowledge of KYD / KYC and AML processes and policies
  • Proven problem-solving abilities, and strong verbal and written communication skills
  • Exceptional project management skills and strong detail orientation
  • Ability to work and deliver in a fast-paced environment whilst maintaining grace under pressure
  • Strong skills in relationship building, collaboration, influencing and consensus building
  • Depth of knowledge of investment related issues, capital markets, and the curiosity to continue to learn
  • Sound business judgement and the ability to synthesize complex issues while effectively balancing competing objectives and risks
  • Mandarin language skills are an advantage
SKILLS

JOB TITLE
Client Service Manager

LOCATION
Hong Kong

As an equal opportunity employer, Wellington Management ensures that all qualified applicants will receive equal consideration for employment without regard to race, color, sex, sexual orientation, gender identity, gender expression, religion, creed, national origin, age, ancestry, disability (physical or mental), medical condition, citizenship, marital status, pregnancy, veteran or military status, genetic information or any other characteristic protected by applicable law . If you are a candidate with a disability, or are assisting a candidate with a disability, and require an accommodation to apply for one of our jobs, please email us at GMCANINQ@wellington.com .
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