Who We Are Looking For

We are currently looking for an experienced and exceptional individual to join our Client Service Team as Senior 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 Senior 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 for ensuring the client experience in dealing with the client service team is positive, their queries can be addressed quickly and they have timely line of site on all open items. The Senior 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, 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, Vice President, you will:

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

• Ensure Engagement model is in place and adhered to including ensuring structured client engagement forums are in place with agendas and materials sent well in advance of the meetings
• Deliver best practice sharing sessions with the client ensuring they are aware of developments and improvements made within the organization.
• Facilitate Product training sessions where appropriate
• Operate using a proactive approach with clients (reach out rather than respond)
• Ensure there is regular status reporting of open items/current activities available to the client
• Look at client satisfaction scores and have a plan in place designed to have a positive impact.
  
  
  

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

• Conduct Due Diligence sessions and presentation materials
• Hold service level meetings with the client including the delivery of KPI information.
• Leverage KPI Reporting and other Dashboards to proactively oversee activity happening across the clients funds and work within internal teams to address any anomalies in performance.
• Drive know the client sessions and ensure Client/Product profiles are in place and current.
  
  
  

Transforming the way we support our clients as they evolve

• Play a key co-ordination role bringing together project plans and current status for fund activity such as
• Fund openings, closures and transitions
• New fund structures and Restructures
• New products
• 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.
• 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 in custody / fund accounting / fund administration environment with significant exposure 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
  
  
  

About State Street

What we do. State Street is one of the largest custodian banks, asset managers and asset intelligence companies in the world. From technology to product innovation, we’re making our mark on the financial services industry. For more than two centuries, we’ve been helping our clients safeguard and steward the investments of millions of people. We provide investment servicing, data & analytics, investment research & trading and investment management to institutional clients.

Work, Live and Grow. We make all efforts to create a great work environment. Our benefits packages are competitive and comprehensive. Details vary by location, but you may expect generous medical care, insurance and savings plans, among other perks. You’ll have access to flexible Work Programs to help you match your needs. And our wealth of development programs and educational support will help you reach your full potential.

Inclusion, Diversity and Social Responsibility. We truly believe our employees’ diverse backgrounds, experiences and perspectives are a powerful contributor to creating an inclusive environment where everyone can thrive and reach their maximum potential while adding value to both our organization and our clients. We warmly welcome candidates of diverse origin, background, ability, age, sexual orientation, gender identity and personality. Another fundamental value at State Street is active engagement with our communities around the world, both as a partner and a leader. You will have tools to help balance your professional and personal life, paid volunteer days, matching gift programs and access to employee networks that help you stay connected to what matters to you.

State Street is an equal opportunity and affirmative action employer.

Discover more at StateStreet.com/careers

State Street's Speak Up Line

Job ID: R-770022

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