Client Services Senior Manager

About the Opportunity

Job Description

Title                 Client Services Senior Manager

Department      Client Services

Location          Tokyo Office

Reports To       Head of Client Services

Level                Client Services and Reporting -6

We’ve been helping clients plan and save for their futures for over 50 years. From more than 25 locations around the world, we provide investment services and retirement expertise to everyone from central banks and financial

institutions to wealth managers and private individuals. We think generationally and look to the long term. And today, building on the security of private ownership and our clear sense of purpose, we’re growing our business like never before.

Join us and you’ll be part of the progress we’re making. In our welcoming, caring culture, you’ll work with all kinds of people to find new and better ways to help our clients. Your views will be valued and your professional goals will be supported. And you’ll discover a positive, inclusive environment where you’ll be free to be yourself.

About your team

The department of Client Support has responsibility of providing a seamless and scalable service & support model for both business of Intermediary and Institutional. Client Services has wide ranges of job responsibilities, such as account management for institutional existing mandates, business administration, change management, day-to-day servicing, crisis handling, account on/off boarding for institutional clients, and contribute global and local project as SME. 

Our mission is to Provide Best in Class services to our clients and support asset growth. Contribute on retaining current then to aim achieving JPY10 trillion by 2030.

About your role
This role is responsible for leading institutional client servicing activities and delivering strategic service solutions to clients. The successful candidate will operate with a high degree of autonomy, manage complex client situations, drive continuous improvement initiatives and support the development of team members. The role works closely with senior stakeholders across the organization and acts as a key representative of the Client Services function.

Key responsibilies for this role are

• Lead servicing activity for key institutional clients and strategic mandates.
• Build and maintain strong relationships with clients and internal stakeholders.
• Lead complex client onboarding, offboarding, restructuring and transition activities.
• Manage significant client change events and cross-functional initiatives.
• Lead responses to complex client inquiries, operational issues and risk events.
• Act as a central point of coordination during client-related incidents and issue resolution activities.
• Lead sustainability-related client servicing activities, including ESG reporting and stewardship-related reporting.
• Drive operational excellence and continuous improvement initiatives across the Client Services function.
• Participate in and lead local, regional and global projects as a subject matter expert.
• Review and sign-off client-facing materials, reports and communications.
• Provide coaching, mentoring and guidance to junior team members.
• Lead by example and foster a culture of accountability, collaboration and client excellence.

About you

• Minimum of 8-10 years experience in asset management or financial services.
• Deep understanding of institutional client servicing and investment management operations.
• Demonstrated ability to work independently and manage complex situations with minimal supervision.
• Demonstrates a strong sense of ownership and accountability for client outcomes, team objectives and the overall success of the Client Services function.
• Highly adaptable and able to effectively navigate changing priorities, competing demands and evolving business requirements in a fast-paced environment.
• Proven experience leading cross-functional initiatives and driving change.
• Strong problem-solving capabilities and sound judgement.
• Excellent written and verbal communication skills in English and Japanese.
• Knowledge of or interest in sustainability, ESG reporting and stewardship-related client servicing activities.

Feel rewarded

For starters, we’ll offer you a comprehensive benefits package. We’ll value your wellbeing and support your development. And we’ll be as flexible as we can about where and when you work – finding a balance that works for all of us. It’s all part of our commitment to making you feel motivated by the work you do and happy to be part of our team. For more about our work, our approach to dynamic working and how you could build your future here, visit careers.fidelityinternational.com.

For more about our work, our approach to dynamic working and how you could build your future here, visit careers.fidelityinternational.com.