Client Services Manager

About the Opportunity

Title Client Services Manager

Department Regional Institutional Services

Location Hong Kong

Reports To Head of RFP & Client Services, APACxJ

Level 5

We’re proud to have been helping our clients build better financial futures for over 50 years. How have we achieved this? By working together - and supporting each other - all over the world. So, join our team and feel like you’re part of something bigger.

About your team

Fidelity’s Asia Pacific (ex-Japan) institutional client base represents approximately US$27 billion in assets across dynamic and competitive markets. The Regional Institutional Service team provides client support for Fidelity’s institutional business across Greater China, Australia, Korea, Singapore and Southeast Asia.

Working closely with Institutional Sales and Relationship Teams, the team is responsible for business qualification, new client onboarding, and ongoing servicing. We are a fast-paced, client-centric department committed to delivering exceptional service and contributing to Fidelity’s goal of retaining and growing our client relationships.

About your role

As Institutional Client Services Manager, APxJ, you will manage the delivery of high-quality service to institutional clients across Asia Pacific ex Japan. Working closely with Institutional Sales, Global Mandate Services and other client supporting teams, you will help coordinate the client journey from onboarding and implementation through ongoing servicing, reporting, governance and mandate changes.

• Build strong relationships with regional offices, understand local requirements and promote consistent client-servicing standards and best practices across APxJ.
• Maintain awareness of the institutional business pipeline and partner with Sales to assess service requirements, identify exceptions to the standard offering and support client retention and development activities.
• Plan and coordinate new client implementations and mandate changes, managing activities, dependencies and deadlines across Global Mandate Services, Relationship Management, Legal, Operations and other internal teams.
• Manage ongoing client service and account coordination, anticipating client needs, resolving complex enquiries and ensuring agreed commitments and service standards are met.
• Apply sound judgement to manage service and implementation risks, agree practical solutions with stakeholders and escalate material issues where appropriate.
• Maintain effective governance, client documentation and audit trails, ensuring compliance with legal, regulatory, contractual and internal requirements.
• Lead or contribute to service-improvement initiatives, using client feedback, data, digital tools, automation and responsible AI to enhance efficiency, consistency and the client experience.

About you

• At least three years’ relevant experience in financial services, ideally within an asset manager, bank, trustee, custodian or insurance company.
• Knowledge of institutional investment management, operational processes and the end-to-end client lifecycle.
• Strong client-service orientation, with accuracy and attention to detail across service delivery, documentation and reporting.
• Proven ability to manage complex client matters, balance client requirements with organisational constraints and develop practical solutions with limited guidance.
• Strong written and verbal communication, presentation, interpersonal and negotiation skills, with the confidence to engage stakeholders at different levels.
• Well organised, analytical and responsive, with the ability to manage competing priorities, work under pressure and meet deadlines.
• Collaborative and proactive, with experience gaining commitment from internal partners and leading workstreams, implementations or process improvements.
• Strong Microsoft PowerPoint, Excel and Word skills.
• Fluent written and spoken English; additional Asian languages would be an advantage.
• Relevant SFC licensing, including LE Paper 1, or an equivalent qualification for the applicable jurisdiction, is preferred.

Feel rewarded

For starters, we’ll offer you a comprehensive benefits package. We’ll value your wellbeing and support your development. And we’ll be as flexible as we can about where and when you work - finding a balance that works for all of us. It’s all part of our commitment to making you feel motivated by the work you do and happy to be part of our team.

For more about our work, our approach to dynamic working and how you could build your future here, visit careers.fidelityinternational.com.