IMS Client Service Manager, AVP

  • Competitive
  • Hong Kong
  • Permanent, Full time
  • State Street
  • 23 Feb 18 2018-02-23

State Street Job Description: * This is a varied position with a high level of responsibility leading the IMS Client Service team in Hong Kong. The Client Service Manager will act as client service owner for assigned IMS clients and first point of client escalation

State Street

Job Description:

  • This is a varied position with a high level of responsibility leading the IMS Client Service team in Hong Kong. The Client Service Manager will act as client service owner for assigned IMS clients and first point of client escalation for a variety of global and regional IMS clients requiring APAC market support.
  • The Client Service team helps to manage the quality and effectiveness of the servicing of the client relationship across a range of middle office and custody functions. The team is responsible for monitoring service delivery to clients proactive management of service issues and the resolution of all client initiated queries. Within this role there will be exposure to all divisions within State Street including Custody Fund Accounting/Administration Investment Manager Services and Performance. This will be strong development opportunity for the right candidate.

Roles And Responsibilities:

Client facing responsibilities:

  • Ensure all client inquiries and issues are proactively reviewed and resolved in a timely and satisfactory manner
  • Serve as escalation point for client and internal functional teams on time critical and high dollar value issues
  • Produce monthly MIS/KPI reporting across all clients and lead monthly service reviews with client
  • Capture any client complaints or repeat servicing issues and work with operational teams (including Transaction Management Corporate Actions Income Data Integrity and Change Management) to develop mitigation plans to address and resolve client concern and present updates within service review
  • Ownership of the client incident reporting process for respective clients
  • Ensure all daily and monthly services are delivered in accordance with relevant client SLA’s
  • Work with IT department to ensure efficiency and timeliness in our IT processes and prompt resolution of issues
  • Identify customized support requirements that deviate from standard servicing model and evaluate opportunity to automate or align to a core process; also ensure that functional teams have awareness of any specific client requirements
  • For global client relationships participate in any global servicing calls internal as well as external and be able to present and/or respond to any servicing issues impacting client in APAC region; also have awareness of strategic initiatives that will impact servicing and present updates to client as necessary
  • For global client relationships liaise with client servicing teams in other global locations on mutually shared clients to address any open issues in a follow-the-sun servicing model
  • Serve as regional lead for Direct Lending Operations (DLO) for global confidential client supporting Securities Lending activities in APAC markets ensuring timely settlement of loan returns and sufficiency for onward delivery; organize operational readiness and daily update calls for quarterly MSCI Re-balances that requires additional focus on key risk markets to minimize buy-ins and market penalties for settlement failure
  • Partner with internal operational teams to support client entering new markets trading new products and other strategic initiatives or change requests
  • Monitor client inquiry trends and recommend remedial actions that will improve ongoing client satisfaction
  • Become a MySS Product Champion and develop strategies to increase client utilization of self-help tool and provide training to client as required

Staff management and administration responsibilities:

  • Responsible for direct management and development of staff and interns assigned to team
  • Support onboarding of new staff and implement training development and succession plans as well as retainment and staff engagement strategies
  • Ensure well defined and updated procedures for any operational or processing tasks conducted by team
  • Contribute to team initiatives to improve efficiency (Lean) and risk/control framework
  • Align servicing models with the other regional Client Service teams and support the development of a ‘best practice’ Client Service model across APAC
  • Embrace the implementation of the IMS Global Operating Model and Beacon initiatives
  • Develop and test Business Contingency Plan to ensure services expectations from clients are always maintained during disruption situations
  • Facilitate cross training across all Client Service functions in the team and region
  • Work effectively with peers locally and across the region to achieve common goals
  • Influence the team positively while enhancing the work culture

The Candidate:

  • The characteristics of this role are:
    • Provide a high standard of client service to our internal and external clients
    • Adaptability and ability to work across different business lines
    • Embrace State Street’s “corporate values” and support a work environment reflective of those values
    • Communicate effectively with clients custodians brokers managers and peers within State Street
    • Be a strong team player and demonstrate dedication to group and company goals
    • Demonstrate professional maturity and effective time management
    • Demonstrate the ability to analyse a problem obtain and evaluate information and reach sound conclusions
    • Be a key contact for the client in escalations and complex market questions
    • Demonstrate understanding of both custody and middle office roles and responsibilities in relation to the services offered to our clients
    • Understand core middle office servicing responsibilities vs customized solutions

  • Further the ideal candidate will have the following attributes:
    • Excellent attention to detail
    • Superior communication skills
    • Must be responsible and take ownership of all allocated tasks
    • Must be organised and able to multi-task and work to tight deadlines
    • Must be pro-active and a problem solver
    • Must demonstrate highly professional behaviour when dealing with all key stakeholders
    • Must be flexible often dealing with ad-hoc queries from clients
    • Must demonstrate an understanding of the risks involved in the processes and reflect this in their approach to work prioritisation
    • Strong team player

Qualifications & Experience:

  • Proven track record in a financial services environment with client service and/or qualified operations based experience with a minimum 5 years’ industry and client service experience
  • Demonstrated market knowledge and understanding of the investment management industry
  • Understanding of Middle Office operations processes and deliverables with knowledge of custody and fund administration a very desirable attribute
  • Good understanding of State Street Operations - technical systems policies and procedures - is an advantage
  • Proven ability to communicate in a clear concise and professional manner at all levels
  • Excellent presentation and relationship building skills
  • Strong time management skills with the ability to prioritise under pressure
  • Experience in account or relationship management is certainly a merit