Senior Client Service Manager, Assistant Vice President

Who we are looking for
We are currently looking for an experienced and exceptional individual to join our Client Service Team as Client Service Manager. This is a client facing role, and acts as the key contact point for a group of clients.  As a member of the client service team and representative of that team, you will be responsible to navigate clients through the company by connecting the clients with the appropriate subject matter experts within State Street locally or across locations. The Client Services Manager is expected to interact with all levels of professionals both internally & externally. Therefore, exceptional interpersonal and communication skills are required. The role needs to take ownership of overall client experience, ensuring consistent service excellence, timely resolution of client queries, and transparent visibility of all open items. The Client Services Manager will also manage regular client reviews to ensure service quality and coordinate resolution of client change requests to appropriately meet client expectations. The role will be responsible for managing a team, which includes work allocation, prioritization, performance management and project delivery. 

Why this role is important to us
You will be joining the Client Service function under State Street Investment Services, Hong Kong. State Street’s Investment Services business provides a full range of custody, accounting, fund administration, middle office, risk and performance analytics, reporting, and related services for public and alternative assets, as well as multi asset-class investments. We are an essential partner to global investment and wealth managers, asset owners, official institutions, and central banks, providing critical infrastructure and expertise to help our clients streamline their operating models, harness data to make better-informed investment decisions, and seize growth opportunities in ever-changing market environments. Our combination of consistency and creativity is what helps our clients face the future with confidence that allows us to deliver a comprehensive, holistic approach to each client relationship. It means our client-facing functions work together to bring 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 Senior Client Service Manager, you will:

Proactive Client Engagement aided at retaining the client and improving client satisfaction scores

• Ensure structured client engagement model is in place and adhered to, including well-governed forums with clear agendas and advance distribution of materials.

• Deliver best practice sharing sessions with the client, ensuring they are informed of relevant developments and improvements made within the organization.

• Facilitate Product training sessions where appropriate.

• Operate using a proactive approach with clients by anticipating client needs and initiating meaningful interactions, rather than responding reactively.

• Ensure transparent and regular communication of key activities, priorities and open items, providing clients with clear visibility of progress and outcomes.

• Leverage client feedback, including satisfaction metrics and sentiment indicators, to develop and drive action plans that enhance client experience and strengthen relationships.

Focus on the client governance aspects of the servicing model including but not limited to

• Conduct Due Diligence sessions and prepare presentation materials.

• Hold service level meetings with clients, including the delivery of KPI information.

• Leverage KPI Reporting and other Dashboards to proactively oversee servicing activity across clients, partnering with internal teams to identify and address any performance anomalies.

• Drive know the client sessions and ensure Client/Product profiles are in place and kept current.

Transforming the way we support our clients as they evolve

• Play a key co-ordination role across teams to support evolving client requirements, including new initiatives, service enhancements and change activities, ensuring alignment with client needs and broader organizational objectives.

• Help drive internally within State Street any client strategic initiatives that will have a direct impact on how we will interact with the client (vendor changes, technology changes, operating model changes)

• Drive continuous improvement across the operating model for client

• Stay abreast of transformation change within the organization (Technology, product, process) and be in a position to have a high level discussion with the client on these changes/developments.

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.

• Deep understanding of financial products and asset management functions.

• Solid knowledge in asset servicing business including custody, fund administration and middle office.

• Strong analytical capability and problem management skills

• Ability to comprehend client requirements and find solutions

• Effective communicator (Proficient written and oral communication including presentations)

• Highest level of integrity and ethics

Education & Preferred Qualifications

• University Graduate

• 12+ years of asset servicing experience, with significant exposure to client servicing.

• 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

About State Street

Across the globe, institutional investors rely on us to help them manage risk, respond to challenges, and drive performance and profitability. We keep our clients at the heart of everything we do, and smart, engaged employees are essential to our continued success.

We are committed to fostering an environment where every employee feels valued and empowered to reach their full potential. As an essential partner in our shared success, you’ll benefit from inclusive development opportunities, flexible work-life support, paid volunteer days, and vibrant employee networks that keep you connected to what matters most. Join us in shaping the future.

As an Equal Opportunity Employer, we consider all qualified applicants for all positions without regard to race, creed, color, religion, national origin, ancestry, ethnicity, age, disability, genetic information, sex, sexual orientation, gender identity or expression, citizenship, marital status, domestic partnership or civil union status, familial status, military and veteran status, and other characteristics protected by applicable law.

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