Senior Manager Client Service - Asset Management

This role reports to head of institutional client services. As a Client Services 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.

About You General Client Relationship Management

• 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.

Regional Collaboration

• Build strong relationships with regional offices across institutional markets.
• Maintain regular communication to understand country-specific requirements and ensure alignment with Fidelity’s standards.

Process & Efficiency

• 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.

Strategic Initiatives

• Participate in regional projects and initiatives, including system enhancements that impact institutional clients.

Business qualification

• Maintain visibility of the institutional business pipeline and priorities across jurisdictions. Engage in regular dialogue with Sales Directors to stay aligned with market activities.
• 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.

Ongoing Client Service

• 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. Examples include operational due diligence questionnaires, cashflow processing, ad-hoc reports, and periodic review/trigger events.
• Account coordination and problem resolution of all activities affecting the client’s account. This will involve liaison with various internal stakeholders, including the Operations team.
• 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. Build rapport, trust, and confidence of the Relationship Directors and their support teams.
• Work with the Sales Directors to produce and implement client development plans, which may include ad-hoc face-to-face meetings as required.

Experience And Qualifications Required

• 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
• 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.

Your Skills And Experience

• 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.

Language Skills

• Language requirements: Mandarin (Fluent), English (Fluent). Additional languages(e.g., Cantonese, Korean) would be an advantage.