Client Services Officer

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 skilled and distinguished professional to join our Client Service Team as a Client Services Officer. In this role, you will serve as a vital link between clients and our organization, ensuring seamless navigation through our services by connecting clients with the right subject matter experts within State Street, both locally and globally. The Client Services Officer is expected to engage with professionals at all levels, both internally and externally, necessitating outstanding interpersonal and communication abilities. Additionally, you will oversee regular client evaluations to guarantee service excellence and manage the resolution of client change requests to meet their expectations effectively.

Why this role is important to us
Joining the Client Service function within State Street Investment Services, you will play a crucial role in delivering a comprehensive suite of custody, accounting, fund administration, risk and performance analytics, reporting, and related services for various asset classes. We are a key partner to global investment and wealth managers, asset owners, official institutions, and central banks, providing essential infrastructure and expertise to assist our clients in optimizing their operational models, leveraging data for informed investment decisions, and capitalizing on growth opportunities in dynamic market conditions. Our blend of reliability and innovation empowers our clients to approach the future with confidence, allowing us to offer a holistic approach to each client relationship. This collaborative effort ensures that our client-facing teams work in unison to deliver the best solutions and services available across all our locations, products, and capabilities.

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

Act as the primary point of contact for assigned clients regarding State Street's services. Provide exceptional services and solutions to clients, ensuring that quality services are consistently delivered and that clients are informed of the full range of services as their needs evolve. Manage the servicing of client relationships and delivery of client services, including addressing escalated issues, communicating resolutions to clients, monitoring metrics related to inquiries, and escalating unresolved matters to senior management as necessary. Organize and facilitate regular service review meetings and annual due diligence with clients; coordinate and execute preparations and analyses related to client projects or change requests. Support senior executives during client visits to foster relationship building. Keep senior management updated on new developments, service challenges, and emerging business opportunities from clients. Facilitate communication across functions and teams to resolve client inquiries and deliver high-quality services. Promote a collaborative environment that encourages innovation and change across business lines. Provide Subject Matter Expertise for new business onboarding and other projects as required. Drive relevant initiatives to enhance client service. Effectively communicate key messages to ensure all relevant parties are informed of client activities. Assist with compliance reviews, controls, and audits as appropriate. Ensure sound risk and compliance controls with prompt resolution of any identified non-compliant items. Adhere to corporate policies and procedures, including the Standard of Conduct. Perform additional duties as required.

What we value

· Strong leadership capabilities - the candidate must be comfortable taking on responsibility and accountability.

· Excellent communication skills - significant interaction with clients, senior management, and other key stakeholders is expected.

· Change-oriented mindset - the team and organization are undergoing considerable transformation in processes, operating models, and business requirements. We seek someone who is ready to embrace and tackle these challenges.

· Strong analytical and creative problem-solving skills - the diverse range of daily issues and the need for innovative solutions to client requests require an adaptable and inventive approach.

Education & Preferred Qualifications

University Graduate. 5-8 years of experience in asset servicing within custody, fund accounting, or fund administration, with significant exposure to client services. High level of professional maturity with the ability 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. A team player who is self-motivated and capable of working effectively and independently. Effective problem-solving abilities. Proficiency in English and Chinese (both Cantonese and Mandarin). Previous experience in financial services and market knowledge is essential.

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