Client Services Senior Manager

Job Description

Title         Client Services Senior Manager 
Department    Regional Institutional Service 
Location    Hong Kong
Reports To     Head of Institutional Client Services, APAC ex-Japan 
Level        Senior Manager Manager

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$30 billion in assets across dynamic and competitive markets. The Regional Institutional Service team provides client support for Fidelity’s institutional business across Greater China, Hong Kong, Australia, Singapore, and Southeast Asia.

Working closely with Sales and Relationship Directors, 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 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. 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.

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 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.

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.

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.

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