Client Services Senior Manager

We’re looking for a Client Services Senior Manager to join our Regional Institutional Service team in Hong Kong.

As a Client Services Senior Manager, you will manage day-to-day operations and service delivery for a portfolio of institutional clients. Acting as the primary contact for operational and administrative matters, you will ensure high levels of client satisfaction. You’ll collaborate with Sales Directors to strengthen relationships and support asset retention, while coordinating with internal teams such as Risk and Operations to resolve issues efficiently and mitigate risk.

Responsibilities

• Serve as the main point of contact for operational and administrative client needs.
• Partner with Sales Directors to enhance client relationships and support business growth.
• Ensure timely and accurate resolution of client issues, coordinating with internal teams as needed.
• Build strong relationships with regional offices across institutional markets.
• Maintain regular communication to understand country-specific requirements and ensure alignment with Fidelity’s standards.
• Communicate and reinforce Fidelity’s protocols, processes, and procedures across regional offices.
• Promote best practices in client servicing and relationship management.
• Stay current with internal policies and procedures, leveraging this knowledge to suggest improvements in operational efficiency and service delivery.
• Participate in regional projects and initiatives, including system enhancements that impact institutional clients.
• Maintain visibility of the institutional business pipeline and priorities across jurisdictions.
• Apply consistent standards and procedures for new business qualification, while identifying and managing exceptions to Fidelity’s standard offering.
• Collaborate with internal stakeholders to ensure client expectations are accurately captured during the onboarding process.
• Manage end-to-end onboarding for pooled fund clients and investments into Fidelity’s fund range.
• Ensure the integrity of the client legal file by maintaining a complete audit trail and securing all required KYC documentation in accordance with regulatory and policy standards.
• Work closely with Sales Directors to deliver excellent service to our clients.
• Develop and maintain a strong understanding of client requirements.
• Proactively manage/oversee all aspects of incoming client queries and related service delivery from other internal support functions.
• Account coordination and problem resolution of all activities affecting the client’s account.
• Ensure all activities and deadlines are planned realistically and then met, whilst responding to client enquiries as they arise.
• Maintain awareness of industry best practice.

Requirements

• Ideally university graduate in business, finance, economics or a related discipline.
• Ideally has worked in the financial services industry for at least 5 years, typically for fund manager, bank, trustee, custodian or insurance company.
• Prior knowledge of institutional investment management preferred.
• Prior knowledge of Investment Management processes from an operational perspective preferred.
• Strong computer skills: Microsoft PowerPoint, Excel and Word.
• SFC licensed LE Paper 1 or equivalent according to jurisdictions.
• Highly responsive with a strong commitment to client service.
• Accuracy and attention to detail in all aspects of service delivery, documentation and reporting.
• Maturity and ability to communicate effectively at all levels, with excellent interpersonal and negotiation skills.
• Self-starter, fast learner, good organizational skills - able to work under pressure and meet tight delivery deadlines.
• Well-developed presentation / negotiation / communication skills in both written and spoken Mandarin and English.
• Capable of balancing client requirements against organisational constraints and providing alternatives or solutions.
• Analytical mindset - willingness to question processes with a view to improving client service delivery.
• Team player who can gain the support and commitment of internal service partners and also with the confidence to project manage when required.
• Flexible and positive attitude to work, strong team ethic.

Benefits

• Comprehensive benefits package
• Support for your development
• Flexible working arrangements