Client Service Manager

We are currently looking for 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 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 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.

Responsibilities

• Be the primary client contact point for State Street’s services on the 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 i.e. respond to escalated issues, communicate resolution to clients, monitor metrics around inquiries being resolved at point of contact, and escalate 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 executives 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
• Lead continuous evaluation of team operations, encouraging innovative ideas to enhance efficiency, reduce risk or increase revenue
• Review broad array of operating standards driving innovation, strategic opportunities and best practices
• 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

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 generally are undergoing a significant amount of change and transformation in terms of processes, operating model 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 as well as the need to come up with creative solutions to client requests requires an adaptable and creative approach.