Director, Client Service Manager, GCSEA Institutional Clients

2 days ago

Hong Kong, Central and Western District, Hong Kong SAR China Barings LLC Full time

Director, Client Service Manager, GCSEA Institutional Clients

Apply locations Hong Kong

Time type Full time

Posted on Posted Yesterday

Job requisition id JR_005902

At Barings, we are as invested in our associates as we are in our clients. We recognize those who work diligently for us and reward them for personal and professional integrity, communication skills, distinct competencies and expertise in specific strategies, ability to collaborate as a team member and true dedication to the interests of our clients.

The main purpose of this role is to be responsible for the successful resolution of day-to-day investment, administrative and operational client queries, acting as the key daily contact point for designated institutional clients in Hong Kong, China and Southeast Asia.

This will require commitment and accountability for the success of regular client interactions, as well as responsiveness and strong communication with each client and the distribution team partners. It will also require effective liaison with business partners across Barings, to leverage expertise and deliver the best client experience.

Principal Responsibilities

Client Service

  • Work closely with distribution team partners to deliver excellent end-to-end service for assigned clients, develop and maintain a strong understanding of client portfolios and service levels.
  • Manage, coordinate and respond to incoming client queries, work collaboratively with internal business partners including distribution, CPM, product management, client reporting, onboarding, investor relations, legal, compliance, data, technology and operations as needed to resolve queries and issues.
  • Ensure all responses to client queries and requests for information are clear, accurate, comprehensive and timely.
  • Deliver client communications on regular and key events, working with internal business partners including sales, CPM, product management, marketing, communications, legal and compliance to agree messaging and timing. Examples include:
    • Client reporting
    • Key personnel changes
    • Organization changes/developments
    • Webinar invitations
    • Shareholder notices
  • Attend/host client meetings, client trainings and virtual calls when required, coordinating the agenda and materials when agreed with distribution/investment partners. Coordinate, prepare and host client operational due diligence meetings.
  • Ensure systems such as Client360 and Salesforce are updated with all relevant client data, information and interaction, alongside proactive communication with key stakeholders on issues, opportunities and developments. Maintain accurate client distribution lists.
  • Oversee client service levels - coordinate initial assessment, monitor on an ongoing basis through Client360 database, utilize agreed demand management process for additional servicing requests and escalate issues related to changes in client service levels.
  • Oversee delivery of client reporting to agreed timings and using appropriate suite of reports. Ensure demand management process is followed for all new or enhanced reporting requests.

Strategic Projects

  • Contribute proactively to plans and projects to improve client experience and engagement.

Qualifications

  • 8-10 years of experience in a previous Client Service role within Asset Management
  • Experience of providing excellent client service to clients in Hong Kong, China and/or Southeast Asia
  • Educated to Bachelor degree level
  • Good understanding of both public and private investment products and concepts
  • Strong interpersonal, written and verbal communication skills
  • Ability to work in a deadline driven environment and complete tasks that have high visibility
  • Demonstrated initiative in problem solving and successful project management
  • Effective collaborator with an ability to work with multiple teams, clients, and investment professionals
  • A desire to make an impact as part of a client facing function and a fast-paced and collaborative team environment
  • Experience with Salesforce CRM is advantageous but not essential

Barings is an Equal Employment Opportunity employer; Minority/Female/Age/Sexual Orientation/Gender Identity/Individual with Disability/Protected Veteran. We welcome all persons to apply.

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