Senior Manager, Client Account Services & APAC Client Enablement

About this position

This senior role sits within Global Client Account Services and is responsible for delivering high-quality client service, operational governance, issue resolution, regional enablement and client outcomes across APAC. The role requires mature asset-management operations judgment, strong market knowledge, deep stakeholder-management capability and the ability to lead complex client and operational matters across the full client lifecycle.

The role also strengthens APAC’s ability to execute within GCAS’s evolving functional model by providing a senior regional enablement point of contact for cross-functional initiatives, workflow adoption, solutioning and project delivery.

Role purpose:

• Own and elevate APAC client service outcomes across senior client relationships, operational queries, servicing obligations and complex issue resolution.
• Bridge day-to-day CAS execution with regional enablement priorities, including workflow adoption, Appian championing, process implementation and cross business units delivery.
• Translate client, stakeholder, regulatory and operational requirements into clear solutions, implementation plans, governance routines and measurable outcomes.

Key responsibilities:

Client outcomes and senior service ownership

• Own end-to-end servicing outcomes for a portfolio of APAC institutional and intermediary clients, ensuring delivery aligns with contractual obligations, operating requirements and client expectations.
• Act as a senior service owner and escalation point for complex or sensitive client issues, anticipating risks, identifying service gaps and driving timely resolution.
• Champion a client-centric service culture by identifying client themes, monitoring service effectiveness and turning recurring issues into practical service improvements.
• Support a consistent client experience from pre-win and mandate award through onboarding, funding, ongoing servicing, change events and transition activity.

Client service and operational excellence

• Coordinate servicing activities across legal documentation, guidelines, distribution agreements, operating memoranda, SLAs, reporting/data delivery, cash flows, trading and operations queries, new markets, corporate actions, KYC refreshes and AML reviews.
• Lead or support service-related client meetings, operational due diligence, RFIs/RFPs and senior-level client discussions requiring operational credibility and judgment.
• Maintain disciplined service routines, including service reviews, KPI and SLA monitoring, trend analysis, issue tracking and follow-through on corrective actions.
• Ensure clear communication to clients and internal stakeholders on service risks, business changes, operational impacts and remediation progress.

APAC client enablement and project-management leadership

• Act as the APAC GCAS enablement representative for initiatives, including project planning, stakeholder coordination, adoption tracking and regional implementation support.
• Develop workflow diagrams, solution proposals, governance plans, status updates, adoption metrics and management reporting for initiatives affecting multiple GCAS functions or locations.
• Partner with global and regional functional leads to assess new/custom capabilities, design appropriate solutions, support implementation, control through burn-in and maintain a day-2 improvement roadmap.
• Support regional implementation of global workflow standards, Appian adoption, client servicing routines and transparent management reporting.

Operational governance, risk management and controls

• Drive transparency in service risks, ownership, progress and issue status through structured routines and practical management reporting.
• Support APAC frameworks around client obligations, exceptions/client decisions, escalation and incident client communication.

Regional stakeholder management and business partnership

• Serve as a trusted business partner to APAC Relationship Managers, Distribution teams, regional operations leadership, global functional leads, support functions and external service providers.
• Bring a regional lens to global standards by identifying where APAC client, market, channel, regulatory or stakeholder nuances require tailored execution.
• Support business-development readiness by coordinating input across GCAS teams and articulate the firm’s operational capabilities and servicing model for complex client and market opportunities.

Typical qualifications and capabilities:

• Minimum10 years of experience in client service, client account management, operations, implementation or business enablement within asset management or financial services.
• Strong understanding of APAC institutional and intermediary client segments, including how market practices, product structures and operational considerations affect client delivery.
• Demonstrated ability to manage complex client relationships, senior stakeholders, cross-functional escalations and client-impacting projects.
• Strong project-management, change-adoption, workflow and operating-model execution capability.
• Ability to translate client, stakeholder, operational and regulatory requirements into practical solutions, plans and measurable outcomes.
• Excellent written and verbal communication skills, including the ability to synthesize complex operational matters into executive-ready updates.
• Strong judgment, risk awareness and ability to operate effectively across time zones, functions and jurisdictions.