Associate Director/ Director, Client Service Manager, GCSEA Institutional Clients

Associate Director/ Director, Client Service Manager, GCSEA Institutional Clients

Business Unit: Client Experience, Global Client Group

Location: Hong Kong

Barings is a leading global financial services firm dedicated to meeting the evolving investment and capital needs of our clients and customers. Through active asset management and direct origination, we provide innovative solutions and access to differentiated opportunities across public and private capital markets. A subsidiary of MassMutual, Barings maintains a strong global presence with business and investment professionals located across North America, Europe, and Asia Pacific.

Job Summary

We are seeking a Client Service Manager at Associate Director or Director level to join in our Hong Kong office. The main purpose of this role is to be responsible for the successful resolution of day-to-day investment, administrative and operational client queries, acting as the key daily contact point for designated institutional clients in Hong Kong, China and Southeast Asia. This will require commitment and accountability for the success of regular client interactions, as well as responsiveness and strong communication with each client and the distribution partners. It will also require effective liaison with business partners across Barings, to leverage expertise and deliver exceptional client service for the best client experience.

Primary Responsibilities

• Work closely with distribution partners to deliver excellent end-to-end service for assigned clients, develop and maintain a strong understanding of client portfolios and service levels.
• Manage, coordinate and respond to incoming client queries, work collaboratively with internal business partners including distribution, CPM, product management, client reporting, onboarding, investor relations, legal, compliance, data, technology and operations as needed to resolve queries and issues.
• Ensure all responses to client queries and requests for information are clear, accurate, comprehensive and timely.
• Deliver client communications on regular and key events, working with internal business partners including distribution, CPM, product management, marketing, communications, legal and compliance to agree messaging and timing.
• Host/ attend client meetings, client training and virtual calls when required, coordinating the agenda and materials when agreed with distribution/investment partners. Coordinate, prepare and host client operational due diligence meetings.
• Ensure systems such as Client 360 and Salesforce are updated with all relevant client data, information and interaction, alongside proactive communication with key stakeholders on issues, opportunities and developments. Maintain accurate client distribution lists.
• Oversee client service levels - coordinate initial assessment, monitor on an ongoing basis through Client 360 database, utilize agreed demand management process for additional servicing requests and escalate issues related to changes in client service levels.
• Oversee delivery of client reporting to agreed timings and using appropriate suite of reports. Ensure demand management process is followed for all new or enhanced reporting requests.
• Contribute proactively to plans and projects to improve client experience and engagement

Qualifications

• More than 10 years of experience in a previous Institutional Client Service role or a combination of Institutional Client Service and other functions within Asset Management
• Experience of providing excellent client service to clients in Hong Kong, China and/or Southeast Asia
• Educated to bachelor's degree level
• Good understanding of both public and private investment products and concepts
• Strong interpersonal, written and verbal communication skills
• Ability to work in a deadline driven environment and complete tasks that have high visibility
• Demonstrated initiative in problem solving and successful project management
• Effective collaborator with an ability to work with multiple teams, clients, and investment professionals
• A desire to make an impact as part of a client facing function and a fast-paced and collaborative team environment
• Experience with Salesforce CRM is advantageous but not essential

Barings is an Equal Employment Opportunity employer; Minority/Female/Age/Sexual Orientation/Gender Identity/Individual with Disability/Protected Veteran. We welcome all persons to apply.