Client Service Manager

Role Responsibilities

Client Service

• Deliver high quality service to clients in line with Investment Management Agreements (“IMAs”) and Columbia Threadneedle Investments standards.
• Act as first point of contact for client queries, requests, instructions, ensuring timely and accurate responses.
• Partner closely with Sales and internal stakeholders to support client retention and overall relationship development.
• Act as first point of contact for client queries / requests / instructions and managing client expectations.
• Work independently or with internal/external stakeholders to investigate, research and resolve client-related issues in an accurate and timely manner.
• Oversee compliance monitoring / reporting to clients and ensuring proper resolution of any IMA breaches / client complaints.
• Host client review meetings; support and participate in due diligence sessions, ensuring materials are accurate and well-coordinated.
• Build trusted relationships with clients through clear communication of service standards, enhancements and changes to IMAs.
• Proactively identify opportunities to enhance client experience and improve service delivery.
• Review service standards with internal stakeholders and maintain excellent working relationships within the business.

Client Lifecycle Management (Onboarding and Change Request)

• Coordinate and support the onboarding of new Institutional and Intermediary clients across regions and time zones.
• Facilitate communication across business areas involved in client.
• Coordinate documentation, including AML / KYC and legal agreements, in partnership with relevant teams.
• Work with Operations and Reporting teams to ensure smooth operational setup and delivery of reporting requirements.
• Support effective issue resolution and escalation when required.
• Obtain sign-off from relevant business areas.
• Actively feedback to enhance operating model and support services enhancement. Contribute to a controlled and well-managed onboarding experience for clients.

Service Delivery & Client Reporting

• Ensure timely delivery of routine client reporting and related deliverables.
• Coordinate with internal teams to maintain quality, consistency and accuracy of reporting outputs.
• Manage deadlines and work towards standardization of reports, wherever possible.
• Facilitate compliance review / report decks (ensuring review deck is ready, including translation as needed).
• Coordinate change requests with relevant internal teams.
• Communicate relevant updates and notifications

Process Enhancement & Service Evolution

• Contribute to the ongoing enhancement of client service processes, with a focus on improving efficiency, consistency and client outcome.
• Support initiatives to streamline workflows and enhance scalability of service deliver.
• Partner with internal teams to progressively transition appropriate activities to global service hubs and/or digital solution.
• Participate in projects relating to system enhancements, regulatory changes and process improvement.
• Provide feedback to help shape the evolving client service operating mode.

Risk & Issue Management

• Investigate and resolve client-related issues in a timely and accurate manner.
• Ensure appropriate escalation and communication of issues to relevant stakeholder.
• Maintain awareness of compliance requirements and support adherence to IMAs and regulatory obligations.
• Support the management of client-impacting incidents and contribute to continuous improvement of controls and processes.

Key Capabilities:

Essential:

• Significant working experience within global asset management, with exposure to Institutional and Intermediary client servicing in Asia Pacific.
• Strong understanding of investment management, financial instruments, fund operations and reporting.
• Proven ability to manage multiple priorities and deliver to deadlines in a dynamic environment.
• Excellent stakeholder management skills, with the ability to work effectively across teams, functions and geographies.
• Strong problem-solving capabilities, particularly in ration to data, processes and client servicing.
• Good organisational and workflow management skills.
• Strong client relationship skills with a professional, responsive and solutions-oriented approach.
• Sound judgment and ability to make decisions in complex situations.
• Effective communication skills, with the ability to present information clearly and accurately.

Increasingly Important:

• Interest in and openness to leveraging technology and data to enhance client servicing and reporting.
• Ability to contribute to process improvements and support changes in operating models.
• Awareness of evolving client expectations across Institutional and Intermediary segments.
• Collaborative mindset with ability to work across global teams and service models.

Desirable:

• Demonstrated ability to work across cultures and geographies
• Language capabilities in English and Cantonese / Mandarin.
• Demonstrate leadership ability and solution mindset.
• Experience supporting change initiatives or process enhancements.
• SFC license (dealing in securities).
• Investment Management Certificate (or equivalent).

In-Office Collaboration:  

We are a client-centric, relationship-based business. Working together, in-person, is foundational to how we achieve results. By fostering a culture of face-to-face collaboration, idea sharing, productivity and personal connection, we deliver for our stakeholders — clients, advisors, employees and shareholders. Our employees work in the office at least four (4) days per week, with flexibility to work from home one (1) day per week. Some roles may require additional in-office time or different in-office expectations, and specific requirements will be discussed during the hiring process.

Full-Time/Part-Time

Full time

Worker Sub Type

Permanent

Job Family Group

Sales

Columbia Threadneedle is a people business, and we recognise that our success is due to our talented people, who bring diversity of thought, complementary skills and capabilities. We are committed to fostering an inclusive and performance-based culture where everyone can belong, grow, contribute and realise their potential.

We appreciate that work-life balance is an important factor for many when considering their next move so please discuss any flexible working requirements directly with your recruiter.

Columbia Threadneedle Investments is an equal opportunity employer. We consider all qualified applicants without regard to racial or ethnic background, religion or belief, sex or gender, nationality, genetic information, age, sexual orientation, gender identity, disability, marital status, pregnancy or maternity or any other basis prohibited by law.

We are committed to fostering an inclusive and accessible recruitment process for individuals with disabilities. If you require a reasonable accommodation to aid your participation in the application or interview process, speak to your recruiter to discuss how we can support you.