Client Service Manager

7 days ago

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

About the Role

We are seeking an experienced and exceptional individual to join our Client Service Team as Client Service Manager. As a member of the client service team and representative of that team, you will be responsible for navigating clients through our company by connecting them with the appropriate subject matter experts within State Street locally or across locations.

Key Responsibilities

  • Be the primary client contact point for State Street's services on assigned clients.
  • Deliver highly valued services and solutions to clients to ensure quality services are consistently delivered and clients are offered State Street's full range of services as their needs and our services evolve.
  • Manage activities in servicing client relationships and client services delivery, including responding to escalated issues, communicating resolution to clients, monitoring metrics around inquiries being resolved at point of contact, and escalating unresolved issues to senior management as needed.
  • Prepare and arrange regular services review meetings and annual due diligence with clients; coordinate and execute client project or change request related preparations and analysis.
  • Coordinate and assist in senior-level executive visits to clients for relationship building.
  • Keep senior manager informed of new developments, service issues, and new business opportunities from clients.
  • Facilitate cross-functions/teams communication to resolve client issues/queries and deliver high-quality services.
  • Promote a collaborative cross-business and jurisdiction environment that fosters change and innovation.
  • Provide Subject Matter Expertise for new business on-boarding and other projects as required.
  • Drive relevant project work to improve client service.
  • Effectively deliver key messages & communication to ensure relevant parties are informed of any client's activities.
  • Assist with compliance/fiduciary reviews, controls, and audits as appropriate.
  • Sound risk and compliance controls with immediate resolution of non-compliant items identified.
  • Adhere to State Street corporate policies and procedures, including but not limited to the Standard of Conduct.
  • Perform other duties as required.

Requirements

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

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