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.
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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
- 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.
