Client Services Manager
Fidelity International
Hong Kong

About the opportunity

Department Description

Fidelity’s Asian Pacific (ex.Japan) client-base currently represents assets of ca. US$ 30bn and covers numerous dynamic and highly competitive markets.

Asia Pacific Institutional Services is a client-oriented department providing support services for Fidelity’s institutional business lines across Asia Pacific.

The departmental remit encompasses both local office activities in their respective institutional market, together with supporting activities in frontier markets such as Thailand, Malaysia, Philippines, Brunei and other South East Asian countries where Fidelity does not maintain a physical office.

Working in partnership with Sales Directors and Relationship Directors in our local offices, the department has broad responsibilities for business qualification, new client implementation and ongoing client service (including change management).

We are a fast changing department committed to achieving total client satisfaction and contribute to Fidelity’s business goal of retaining and developing every client we win.

Purpose of the Role

  • The role comprises two distinct but complementary functions;
  • Responsibility for business qualification and implementation of new clients in the Asia Pacific region. The qualification and take-on process requires close liaison with key internal stakeholders, in order to accurately capture client requirements and - for implementations - development of a clear project plan.

    Timely and accurate project management of all departments and staff is required, to ensure the process is executed to the satisfaction of clients and their consultants, whilst minimising any risks to Fidelity

    Responsibility for the day-day operations & client service of existing clients. The Client Services Manager (CSM) is responsible for the ongoing day-to-day operations and servicing of a dedicated portfolio of clients.

    The successful candidate will act as the main contact for all operational and administrative services for clients with the objective of total client satisfaction.

    The CSM works closely with the overall relationship owner to make a key contribution to the development of the client relationship and maximise asset retention


  • Build strong relationships with all regional offices where institutional business is conducted. Ensure regular liaison with the different countries to understand country specific requirements.
  • Ensure FIL protocols, processes and procedures are clearly communicated and understood by regional offices. Encourage adoption of best practice in terms of client relationship management.
  • Keep up-to-date with internal processes, procedures and policies and maintain network of contact with Fidelity’s other offices.
  • Utilise this knowledge to propose ideas to improve both operational efficiency and the client service model.

  • Stakeholder in regional initiatives where required, including systems development, insofar as they impact institutional clients.
  • Business qualification / implementation & change management

  • Maintain awareness of current business pipeline and priorities. Ensure regular dialogue and communication with Sales Directors and their support staff, in each jurisdiction where institutional sales activity is conducted.
  • New business qualification; ensure application of consistent standards and procedures and identify exceptions to Fidelity’s standard offering, by analysing, qualifying and escalating as appropriate.
  • Responsible for the delivery of a comprehensive project plan for client implementations. Manage internal co-ordination of all activities related to new client take-on and liaise regularly with relevant internal contacts and the relationship owner.
  • The candidate will need to ensure all activities and deadlines are planned realistically and managed effectively.

  • In partnership with legal counsel, project-manage the production of the Investment Management Agreement or other relevant legal documentation with effective and early communication, both internally and to the client regarding policy, operational or other issues.
  • Proactively manage risk whilst maintaining high levels of client service during implementation or change management. This will require creative thinking and strong negotiation skills to agree solutions with senior management and key internal stakeholders.
  • Ensure the integrity of the client legal file and a full audit trail is maintained; KYC / AML documents are obtained, authorised signature lists are up to date, any changes to legal agreements are correctly documented.
  • Ongoing Client Service

  • Working closely with the relevant Relationship Director, deliver a premium service to our clients. Pro-actively manage / oversee all aspects of client administration and related service delivery from other internal support functions.
  • Account co-ordination and problem resolution of all activities affecting the client’s account. This will involve liaison with various internal stakeholders, including the Operations team.
  • The candidate will need to ensure all activities and deadlines are planned realistically and then met, whilst responding to client enquiries as they arise.

  • Oversee and manage change activity, liaising with the Relationship Director as appropriate, ensuring all the above duties are fulfilled during the change management process.
  • Gain a full understanding of clients and their requirements and maintain awareness of industry best practice. Build rapport, trust and confidence of the Relationship Directors and their support teams.
  • Work with the Relationship Directors to produce and implement client development plans, which may include participating in regular service reviews or 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 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 : English (fluent). Additional languages would be an advantage.
  • About you

    About Fidelity International

    Fidelity International offers investment solutions and services and retirement expertise to more than 2.56 million customers globally.

    As a privately-held, purpose-driven company with a 50-year heritage, we think generationally and invest for the long term.

    Operating in more than 25 locations and with $783.6 billion in total assets, our clients range from central banks, sovereign wealth funds, large corporates, financial institutions, insurers and wealth managers, to private individuals.

    Our Workplace & Personal Financial Health business provides individuals, advisers and employers with access to world-class investment choices, third-party solutions, administration services and pension guidance.

    Together with our Investment Solutions & Services business, we invest $567 billion on behalf of our clients. By combining our asset management expertise with our solutions for workplace and personal investing, we work together to build better financial futures.

    Our clients come from all walks of life and so do we. We are proud of our inclusive culture and encourage applications from the widest mix of talent, whatever your age, gender, ethnicity, sexual orientation, gender identity, social background and more.

    We are a disability-friendly company and would welcome a conversation with you if you feel you might benefit from any reasonable adjustments to perform to the best of your ability during the recruitment process and beyond.

    We are committed to being a truly flexible employer, encouraging and trusting our people to perform their role in the way that works best for them, our business, our colleagues and our clients.

    We offer the maximum possible flexibility over where and when you work for all, considering your role and any local regulations.

    We call this new approach "dynamic working".

    Find out more about what we do, our history, our new approach of "dynamic working" and how you could be a part of our future at https : / / careers. / about-us

    Applying to this Job Role : Please note you are only required to upload your CV / Resume to the application screen.


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