Director, Client Service Manager

Job Summary

The role’s principal responsibility is to actively manage and maintain a strong level of satisfaction among the most important clients within Financing & Securities Services (FSS) globally. The client base includes some of the largest global financial institutions which have extremely exacting standards and expect global best levels of client service.  The job holder’s responsibility is to understand these requirements and ensure they are delivered consistently to a high standard.  He/she will also interact strongly with other Business Account Managers (BAMs) regionally to exchange ideas and maintain uniformity across regions. 

The role requires an in-depth understanding of each client’s business model, based on sound industry experience coupled with analysis of the client’s individual needs.  Collaboration and co-operation are hallmarks of success as the jobholder often needs to bring together multiple internal parties such as regional and country heads of FSS, Operations, Product Management, Financial Institutions, as well as external entities, to find innovative solutions to complex, often multi-market requirements.  In so doing he /she is expected to maintain the right balance between effective cost management and sometimes bespoke solutions. 

Success factors will include hard targets for retention of existing revenue.  Client satisfaction is a key factor in expanding existing FSS relationships and maintaining a strong pipeline of potential new business from existing clients, will work together with FSS Relationship Managers and Sales to convert, is another key success factor.

The role is also responsible for the client relationship throughout the implementation process and will act as the single point of contact for the client during the implementation phase. He/she will participate in meetings with the client and define the solution design.

Key Responsibilities

• Manages the most important FSS clients residing in-country
• Independently implements local client accounts and collaborates with global implementation teams on complex multi-market client accounts
• Contributes to, and implements, the global client management strategy for FSS clients
• Manage existing clients to maximise their satisfaction and long-term contribution to the bottom line i.e. ensures upward trend of client satisfaction
• Retains existing business and creates opportunities for new business referrals to work alongside with Sales
• Be a trusted advisor to the client based on current and future needs to continue to develop the client relationship
• Acts as country escalation point for client issues and requests

Skills and Experience

• Bachelor’s degree or above
• Minimum of 10 years client services experience in Securities Services with proficient product / process knowledge within securities services
• Organised with attention to detail
• Client focused and willing to go beyond expectations
• Ability to articulate well with all people at different levels
• Good analytical skills
• Ability to inspire trust and confidence in clients creating credibility
• Effective interpersonal and communication (including questioning) skills
• Can lead a small team of Client Service Managers with excellent Team Leadership and People Manager skills
• Fluent in English, Chinese (both Mandarin and Cantonese)