Client Services Manager

About the Opportunity

Job Type: Permanent

Application Deadline: 31 January 2026

Job Description

Title Client Services Manager

Department Regional Institutional Service

Location Hong Kong

Reports To Client Services & AML-KYC, Senior Manager, APAC ex Japan

Level Manager

We’re proud to have been helping our clients build better financial futures for over 50 years. How have we achieved this? By working together - and supporting each other - all over the world. So, join our team and feel like you’re part of something bigger.

About your team

Fidelity’s Asia Pacific (ex-Japan) institutional client base represents approximately US$30 billion in assets across dynamic and competitive markets. The Regional Institutional Service team provides client support for Fidelity’s institutional business across Greater China, Hong Kong, Australia, Singapore, and Southeast Asia.

Working closely with Sales and Relationship Directors, the team is responsible for business qualification, new client onboarding, and ongoing servicing. We are a fast-paced, client-centric department committed to delivering exceptional service and contributing to Fidelity’s goal of retaining and growing our client relationships.

About your role

As a Client Services Manager, you will manage day-to-day operations and service delivery for a portfolio of institutional clients. Acting as the primary contact for operational and administrative matters, you will ensure high levels of client satisfaction. You’ll collaborate with Sales Directors to strengthen relationships and support asset retention, while coordinating with internal teams such as Risk and Operations to resolve issues efficiently and mitigate risk.

About you

General

Client Relationship Management

• Serve as the main point of contact for operational and administrative client needs.
• Partner with Sales Directors to enhance client relationships and support business growth.
• Ensure timely and accurate resolution of client issues, coordinating with internal teams as needed.

Regional Collaboration

• Build strong relationships with regional offices across institutional markets.
• Maintain regular communication to understand country-specific requirements and ensure alignment with Fidelity’s standards.

Process & Efficiency

• Communicate and reinforce Fidelity’s protocols, processes, and procedures across regional offices.
• Promote best practices in client servicing and relationship management.
• Stay current with internal policies and procedures, leveraging this knowledge to suggest improvements in operational efficiency and service delivery.

Strategic Initiatives

• Participate in regional projects and initiatives, including system enhancements that impact institutional clients.

Business qualification

• Maintain visibility of the institutional business pipeline and priorities across jurisdictions. Engage in regular dialogue with Sales Directors to stay aligned with market activities.
• Apply consistent standards and procedures for new business qualification, while identifying and managing exceptions to Fidelity’s standard offering.
• Collaborate with internal stakeholders to ensure client expectations are accurately captured during the onboarding process.
• Manage end-to-end onboarding for pooled fund clients and investments into Fidelity’s fund range.
• Ensure the integrity of the client legal file by maintaining a complete audit trail and securing all required KYC documentation in accordance with regulatory and policy standards.

Ongoing Client Service

• Work closely with Sales Directors to deliver excellent service to our clients.
• Develop and maintain a strong understanding of client requirements.
• Proactively manage/oversee all aspects of incoming client queries and related service delivery from other internal support functions. Examples include operational due diligence questionnaires, cashflow processing, ad-hoc reports, and periodic review/trigger events.
• Account coordination and problem resolution of all activities affecting the client’s account. This will involve liaison with various internal stakeholders, including the Operations team.
• Ensure all activities and deadlines are planned realistically and then met, whilst responding to client enquiries as they arise.
• Maintain awareness of industry best practice. Build rapport, trust, and confidence of the Relationship Directors and their support teams.
• Work with the Sales Directors to produce and implement client development plans, which may include ad-hoc face-to-face meetings as required.

Experience and Qualifications Required

• Ideally univ