Client Relationship Manager

7 days ago

Hong Kong, Central and Western District, Hong Kong SAR China State Street Full time

Who we are looking for
We are currently seeking a highly skilled and exceptional individual to join our Client Service Team as a Client Services Officer. As a key member of the client service team and representative of that team, you will be responsible for guiding clients through the organization by connecting them with the appropriate subject matter experts within State Street, whether locally or across various locations. The Client Services Officer is expected to engage with professionals at all levels, both internally and externally. Therefore, outstanding interpersonal and communication skills are essential. The Client Services Officer will also oversee regular client evaluations to ensure service excellence and coordinate the resolution of client change requests to effectively meet client expectations.

Why this role is important to us
You will be joining the Client Service function under State Street Investment Services. State Street's Investment Services division offers a comprehensive range of custody, accounting, fund administration, risk and performance analytics, reporting, and related services for public and alternative assets, as well as multi-asset class investments. We serve as a vital partner to global investment and wealth managers, asset owners, official institutions, and central banks, providing essential infrastructure and expertise to assist our clients in streamlining their operating models, leveraging data for informed investment decisions, and seizing growth opportunities in ever-evolving market conditions. Our blend of consistency and innovation is what empowers our clients to face the future with confidence, allowing us to deliver a thorough, holistic approach to each client relationship. This means our client-facing functions collaborate to provide the very best solutions and services the firm has to offer — across all of our locations, products, and capabilities.

What you will be responsible for
As a Client Services Officer, you will:

Serve as the primary contact point for State Street's services concerning assigned clients. Deliver highly valued services and solutions to clients, ensuring that quality services are consistently provided and that clients are informed of State Street's full range of services as their needs and our offerings evolve. Manage activities related to servicing client relationships and delivering client services, including responding to escalated issues, communicating resolutions to clients, monitoring metrics around inquiries resolved at the point of contact, and escalating unresolved issues to senior management as necessary. Prepare and coordinate regular service review meetings and annual due diligence with clients; manage and execute client project or change request preparations and analyses. Coordinate and assist in visits from senior executives to clients for relationship building. Keep senior management informed of new developments, service issues, and emerging business opportunities from clients. Facilitate communication across functions/teams to resolve client issues/queries and deliver high-quality services. Foster a collaborative cross-business and jurisdictional environment that encourages change and innovation. Provide Subject Matter Expertise for new business onboarding and other projects as required. Drive relevant project work aimed at enhancing client service. Effectively communicate key messages to ensure that relevant parties are informed of any client activities. Assist with compliance/fiduciary reviews, controls, and audits as appropriate. Ensure sound risk and compliance controls with immediate resolution of identified non-compliant items. Adhere to State Street corporate policies and procedures, including but not limited to the Standard of Conduct. Perform other duties as required.

What we value

· Strong leadership skills - the candidate must be very comfortable with taking on responsibility and accountability.

· Strong communication skills - there is a significant amount of interaction with clients, senior management, and other key stakeholders.

· Strong change agent – the team and company are undergoing considerable change and transformation in terms of processes, operating models, and business requirements. We need someone who is willing to embrace and address these challenges.

· Strong technical, critical thinking, and creative thinking skills – the range of daily issues and the need to devise creative solutions to client requests necessitate an adaptable and innovative approach.

Education & Preferred Qualifications

University Graduate 5-8 years of asset servicing experience in custody/fund accounting/fund administration environments with significant exposure to client services. Possess a high level of professional maturity and be able to communicate effectively with clients, managers, and peers, along with demonstrated stakeholder management experience. Strong verbal and written communication, interpersonal, analytical, and time management skills. Strong team player, self-motivated, with the ability to work effectively and autonomously. Effective problem-solving abilities. Strong fluency in English and Chinese (both Cantonese and Mandarin). Previous financial services experience and market knowledge are essential.

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