Overview:

We are seeking an experienced and accomplished leader to head the Client Service function in Hong Kong. This is a senior, client-facing leadership role with full accountability for client experience, service delivery excellence, and team performance across a portfolio of institutional clients in Hong Kong. The role acts as the senior escalation point for clients and internal stakeholders, and partners closely with Product, Operations, Technology, Risk and Relationship Management to deliver a consistent, high-quality client experience.

Why this role is important to us

You will lead the Client Service function within State Street Investment Services, Hong Kong. State Street’s Investment Services business provides a comprehensive suite of custody, fund administration, accounting, middle office, risk and performance analytics, and data services across public and alternative asset classes. As a trusted partner to global asset owners and managers, the Head of Client Service plays a critical role in protecting and growing client relationships, ensuring operational resilience, and supporting clients as their operating models and investment strategies evolve.

Key Responsibilities:

Client Leadership & Relationship Management:

• Own overall client satisfaction, retention and service quality outcomes across the client portfolio.

• Lead structured client governance, including service reviews, due diligence meetings, KPI reporting, and senior-level engagement forums.

• Partner with Relationship Management to identify growth opportunities and support strategic client initiatives.

Service Delivery & Governance:

• Ensure robust client servicing and governance frameworks are in place and consistently applied.

• Oversee delivery against contractual service levels, KPIs and regulatory obligations.

• Proactively identify service risks, operational issues and emerging trends, and drive timely resolution.

• Ensure accurate, transparent and timely communication to clients on service matters and change initiatives.

Change, Transformation & Continuous Improvement

• Sponsor and coordinate client-related change initiatives, including new fund launches, restructures, transitions, product launches and operating model changes.

• Act as a senior conduit between clients and internal transformation programmes.

• Drive a culture of continuous improvement, leveraging data, client feedback and industry best practices.

People Leadership & Talent Development:

• Lead, develop and inspire the Client Service team, with accountability for capacity planning, work allocation, performance management and succession planning.

• Set clear expectations, objectives and standards aligned with regional and global Client Service strategy.

• Build a strong talent pipeline and promote a culture of accountability, collaboration and client-centricity.

Stakeholder & Risk Management:

• Engage effectively with senior internal stakeholders across Operations, Product, Technology, Compliance, Risk and Legal.

• Ensure client servicing activities are conducted in line with internal policies, risk frameworks and regulatory requirements.

• Promote the highest standards of integrity, control awareness and ethical behaviour.

What we value

• Proven senior leadership capability with strong accountability and decision-making skills.

• Exceptional client engagement and stakeholder management skills, including interaction with senior client executives.

• Deep understanding of asset servicing, including custody, fund administration and operating model.

• Understand contractual terms and be able work with Legal an articulate the same with clients.

• Experience across a range of fund structures (e.g. SFC-authorised funds, ETFs, private funds, MPF, Cayman funds, OFCs) and the concept of trustee / depository.

• Strong analytical, problem-solving and change management capabilities.

• Clear, confident and effective communicator at all levels.

• Highest standards of integrity and professional judgement.

Education & Preferred Qualifications:

• University degree or equivalent.

• Typically 15+ years’ experience in asset servicing, custody, fund accounting and fund administration, with significant client-facing and no less than leadership experience.

• Demonstrated ability to operate at senior management and client executive level.

• Strong verbal and written communication skills.

• Fluency in English and Chinese (both Cantonese and Mandarin).

• Strong knowledge of the Hong Kong financial services and regulatory environment.

About State Street

Across the globe, institutional investors rely on us to help them manage risk, respond to challenges, and drive performance and profitability. We keep our clients at the heart of everything we do, and smart, engaged employees are essential to our continued success.

We are committed to fostering an environment where every employee feels valued and empowered to reach their full potential. As an essential partner in our shared success, you’ll benefit from inclusive development opportunities, flexible work-life support, paid volunteer days, and vibrant employee networks that keep you connected to what matters most. Join us in shaping the future.

As an Equal Opportunity Employer, we consider all qualified applicants for all positions without regard to race, creed, color, religion, national origin, ancestry, ethnicity, age, disability, genetic information, sex, sexual orientation, gender identity or expression, citizenship, marital status, domestic partnership or civil union status, familial status, military and veteran status, and other characteristics protected by applicable law.

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