• Negotiable
  • Hong Kong
  • Permanent, Full time
  • Hays Banking & Financial Services Hong Kong
  • 18 Jun 18
  • Hong Kong
  • Negotiable
  • Full time

Head of Client Services - Top Custodian Bank

Head of Client Services - Top Custodian Bank

Your new role
The Head of Client Services is responsible for leading a team to design and drive insight led client service initiatives for Investor Services. This includes coordinating the quality of client engagements, client experience, and managing the infrastructure required to ensure global consistency for all client service teams. Reporting into the Managing Director, and leading a highly visible team, you will work closely with Relationship Manager, Sales, Product Strategy and Project teams in order to provide strategic leadership for important change programs that are meant to transform Client Service in Asia by building new capabilities to support new products and to ensure measurable criteria are in place to track progress.

What you'll need to succeed

  • Drive the implementation of Insight Led Client Service globally to establish consistent behaviours and a client centric culture
  • Establish standards, protocols, and processes to support client satisfaction
  • Support build out of new capabilities to optimize new products
  • Support Regional heads for the coordination and strategy with respect to technology and investments
  • In collaboration with the regional heads, coordinate and support detailed updates to steering committees, executive sponsors, and other senior level forums as needed
  • Ensure that the proper measurement systems and tools are in process and practice (to track progress, awareness through formalised metrics
  • Responsible for high level communications to executive level sponsors regarding the strategy and execution of the Client Excellence agenda, both verbally and in written documents/presentations
  • Oversee the build of collateral, town hall meetings, and other content facilitation and coordination of the strategy
  • Build, lead, coach, and manage a team of Client Services professionals
  • Establish governance and protocols for multiple streams of experimentation and idea generation


What you'll get in return

  • Bachelor's degree required
  • 15 years of professional experience in client service/relationship management in custodian banks
  • Demonstrated experience in defining strategy, executing a vision, and transforming businesses
  • Expertise in Fund Accounting, Fund Administration, Custody, Transfer Agency high preferred
  • Prior experience of working directly for and with senior leaders/executives across multiple divisions and perspectives
  • Proven track record of successfully managing and executing projects and driving initiatives for the business in a global and matrixed environment
  • Strong leadership and managerial skills and competencies; ability to motivate, inspire and empower in all circumstances
  • Strong change management experience and skills
  • Strong written and oral executive-level communications skills, including the ability to quickly adapt message based on different audiences, perspectives, agendas and geographies
  • Ability to identify key issues, resourcefully gather information to break those issues down and develop plan of action to address challenges - full life cycle of problem solving/troubleshooting skills


What you need to do now
If you're interested in this role, please send your CV to tristan.pang@hays.com.hk

Hong Kong Hong Kong Hong Kong HK