Client Services Manager Client Services Manager …

Fidelity International
in Hong Kong
Permanent, Full time
Last application, 16 May 21
Fidelity International
in Hong Kong
Permanent, Full time
Last application, 16 May 21
Fidelity International
The ideal candidate will be responsible for business qualification and implementation of new clients in the Asia Pacific region; and day-day operations & client service of existing clients.

Purpose of your role

The role comprises two distinct but complementary functions;

Responsibility for business qualification and implementation of new clients in the Asia Pacific region. The qualification and take-on process requires close liaison with key internal stakeholders, in order to accurately capture client requirements and - for implementations - development of a clear project plan. Timely and accurate project management of all departments and staff is required, to ensure the process is executed to the satisfaction of clients and their consultants, whilst minimising any risks to Fidelity

Responsibility for the day-day operations & client service of existing clients. The Client Services Manager (CSM) is responsible for the ongoing day-to-day operations and servicing of a dedicated portfolio of clients. The successful candidate will act as the main contact for all operational and administrative services for clients with the objective of total client satisfaction. The CSM works closely with the overall relationship owner to make a key contribution to the development of the client relationship and maximise asset retention

Key Responsibilities


  • Build strong relationships with all regional offices where institutional business is conducted. Ensure regular liaison with the different countries to understand country specific requirements.
  • Ensure FIL protocols, processes and procedures are clearly communicated and understood by regional office Encourage adoption of "best practice" in terms of client relationship management.
  • Keep up-to-date with internal processes, procedures and policies and maintain network of contact with Fidelity's other office Utilise this knowledge to propose ideas to improve both operational efficiency and the client service model.

Business qualification / implementation & change management

  • Maintain awareness of current business pipeline and priorities. Ensure regular dialogue and communication with Sales Directors and their support staff, in each jurisdiction where institutional sales activity is conducted.
  • New business qualification; ensure application of consistent standards and procedures and identify exceptions to Fidelity's standard offering, by analysing, qualifying and escalating as appropriate.
  • Responsible for the delivery of a comprehensive project plan for client implementations. Manage internal co-ordination of all activities related to new client take-on and liaise regularly with relevant internal contacts and the relationship owner. The candidate will need to ensure all activities and deadlines are planned realistically and managed effectively.
  • In partnership with legal counsel, project-manage the production of the Investment Management Agreement or other relevant legal documentation with effective and early communication, both internally and to the client regarding policy, operational or other issues.

Ongoing Client Service

  • Working closely with the relevant Relationship Director, deliver a premium service to our clients. Pro-actively manage / oversee all aspects of client administration and related service delivery from other internal support functions.
  • Account co-ordination and problem resolution of all activities affecting the client's account. This will involve liaison with various internal stakeholders, including the Operations team. The candidate will need to ensure all activities and deadlines are planned realistically and then met, whilst responding to client enquiries as they arise.
  • Oversee and manage change activity, liaising with the Relationship Director as appropriate, ensuring all the above duties are fulfilled during the change management process.
  • Gain a full understanding of clients and their requirements and maintain awareness of industry best practice. Build rapport, trust and confidence of the Relationship Directors and their support teams
  • Work with the Relationship Directors to produce and implement client development plans, which may include participating in regular service reviews or ad-hoc face-to-face meetings as required.

Experience and Qualifications Required

  • Ideally university graduate in business, finance, economics or a related discipline.
  • Ideally has worked in the financial services industry for at least 5 years, typically for fund manager, bank, trustee, custodian or insurance company.
  • Prior knowledge of institutional investment management preferred.
  • Prior knowledge of Investment Management processes from an operational perspective preferred.
  • SFC licensed LE Paper 1 or equivalent according to jurisdictions

Your skills and experience

  • Highly responsive with a strong commitment to client service.
  • Accuracy and attention to detail in all aspects of service delivery, documentation and reporting.
  • Maturity and ability to communicate effectively at all levels, with excellent interpersonal and negotiation skills.
  • Self- starter, fast learner, good organizational skills - able to work under pressure and meet tight delivery deadlines.
  • Well-developed presentation / negotiation / communication skills in both written and spoken English.
  • Capable of balancing client requirements against organisational constraints and providing alternatives or solutions.
  • Analytical mindset - willingness to question processes with a view to improving client service delivery.
  • Team player who can gain the support and commitment of internal service partners and also with the confidence to project manage when required.

Company Overview

Great minds, better together.

Fidelity International is an equal opportunities employer and is commited to a policy of treating all its employees and job applications equally.

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