Fidelity offers access and personal investment guidance to mass affluent individual investors on about 200 in-house Fidelity and 3rd party funds via FundsNetworkTM in Hong Kong and about xxx in-house Fidelity funds in Taiwan. Through the Client Services team, Fidelity strives to provide the highest quality services over the phone/face-to-face to help clients manage their investments & accounts, access investment information / tools and troubleshooting. Clients can also manage their accounts online, or on their mobile devices.
Purpose of your role
This person will be responsible for the management and leadership of the Client Services teams in Hong Kong and Taiwan to ensure delivery of world class services to clients of Personal Investing business. He / She will also spearhead initiatives to bring consistency and efficiency across the region while elevating our Client Services platform by sharing and adopting best practices across region
Manage and lead the day to day operations of Hong Kong and Taiwan Personal Investing Client Services teams.
Ensure client issues/incidents are resolved and escalated appropriately by working closely with stakeholders across functions or region
Establish, maintain and implement policies and procedures to ensure operating model is fit for purpose and compliant
Represent the Client Services team to drive requirements or initiative to increase efficiency and improve client experience leading to business growth.
Identify and implement best practices where relevant, and ensure team members are continuously trained to support business and operational needs
Responsible for talent management and development of the team to ensure a high quality, stable team is maintained
Be active participant in influencing and aligning the team with the overall strategic direction of the business
Responsible for call centre resource and capacity management to ensure qualitative and quantitative KPIs are achieved
Ensure the Fidelity brand is well represented in daily client interactions by the team
Experience and Qualifications Required
University graduate in business, finance, economics or a related discipline
Ideally 8+ years of experience in Financial Services, preferably Asset Management
Strong client focused experience in roles preferably in the financial industry
Proven management experience with strong interpersonal and negotiation skills
Positive team player interested in developing oneself and others
Strong problem-solving skills in handling customer enquiries
Ability to handle multiple competing priorities and coordinate resources with a strong client services focus
Excellent communication skills both written and oral in English and Chinese (Cantonese and Mandarin).
Familiarity with AML/KYC/KYP and operational requirements would be an advantage
Able to work under pressure and meet agreed goals
Experience in coordinating and training employee training / coaching programs in client services aspect.
Resourceful, self-starting with a high degree of energy and initiative
Can conduct himself/herself in a professional manner
Advocate Fidelity's values internally and externally
Internal Number: 5226777
About FIL Investment Management (Hong Kong) Limited
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