Client Service Manager, based in Hong Kong

About Columbia Threadneedle Investments

Working at Columbia Threadneedle Investments you'll find growth and career opportunities across all of our businesses.

We're intentionally built to help you succeed. Our reach is expansive with a global team of 2,300 people working together. Our capability is diverse with more than 550 investment professionals sharing global perspectives across all major asset classes and markets. Our clients have access to a broad array of investment strategies, and we have the capability to create bespoke solutions matched to clients' specific requirements. Our unwavering focus on our clients and strong financial foundation connects each of our enterprise businesses — Ameriprise Financial, Columbia Threadneedle Investments and RiverSource Insurance and Annuities.

Job Description

As Client Service Manager, you will be the key point of contact for internal and external stakeholders, partnering effectively across Columbia Threadneedle Investments to deliver a seamless, end-to-end experience to APAC Institutional and Intermediary clients.

The role spans the full client lifecycle, from on-boarding through to ongoing servicing and engagement, ensuring high quality, consistent delivery aligned to client objectives and Columbia Threadneedle Investment standards.

In addition to core servicing responsibilities, the role will increasingly support the evolution of the client service model, including enhancing client engagement, leveraging global resources and contributing to the continued optimization and scalability of service delivery.

Role Responsibilities

Client Service

• Deliver high quality service to clients in line with Investment Management Agreements (“IMAs”) and Columbia Threadneedle Investments standards.
• Act as first point of contact for client queries, requests, instructions, ensuring timely and accurate responses.
• Partner closely with Sales and internal stakeholders to support client retention and overall relationship development.
• Host client review meetings; support and participate in due diligence sessions, ensuring materials are accurate and well-coordinated.
• Build trusted relationships with clients through clear communication of service standards, enhancements and changes.
• Proactively identify opportunities to enhance client experience and improve service delivery. 

Client Lifecycle Management (Onboarding and Ongoing Servicing) 

• Coordinate and support the onboarding of new Institutional and Intermediary clients across regions and time zones.
• Facilitate communication across business areas involved in client take-on.
• Coordinate documentation, including AML/KYC and legal agreements, in partnership with relevant teams. 
• Work with Operations and Reporting teams to ensure smooth operational setup and delivery of reporting requirements.
• Support effective issue resolution and escalation when required.
• Contribute to a controlled and well-managed onboarding experience for clients.

Service Delivery & Reporting Oversight

• Ensure timely delivery of routine client reporting and related deliverables.
• Coordinate with internal teams to maintain quality, consistency and accuracy of reporting outputs.
• Facilitate compliance review and approvals of client materials where required.
• Communicate relevant updates and notifications to clients, including fund updates, regulatory communications and periodic reporting.

Process Enhancement & Service Evolution

• Contribute to the ongoing enhancement of client service processes, with a focus on improving efficiency, consistency and client outcomes.
• Support initiatives to streamline workflows and enhance scalability of service delivery.
• Partner with internal teams to progressively transition appropriate activities to global service hubs and/or digital solutions.
• Participate in projects relating to system enhancements, regulatory changes and process improvements.
• Provide feedback to help shape the evolving client service operating model.

Risk & Issue Management

• Investigate and resolve client-related issues in a timely and accurate manner.
• Ensure appropriate escalation and communication of issues to relevant stakeholders.
• Maintain awareness of compliance requirements and support adherence to IMAs and regulatory obligations.
• Support the management of client-impacting incidents and contribute to continuous improvement of controls and processes.

Key Capabilities: 

Essential:

• Significant working experience within global asset management, with exposure to Institutional and Intermediary client servicing in Asia Pacific.
• Strong understanding of investment management, financial instruments, fund operations and reporting
• Proven ability to manage multiple priorities and deliver to deadlines in a dynamic environment.
• Excellent stakeholder management skills, with the ability to work effectively across teams, functions and geographies.
• Strong problem-solving capabilities, particularly in relation to data, processes and client servicing. 
• Good organizational and workflow management skills.
• Strong client relationship skills with a professional, responsive and solutions-oriented approach 
• Sound judgment and ability to make decisions in complex situations. 
• Effective communication skills, with the ability to present information clearly and accurately.

Increasingly Important:

• Interest in and openness to leveraging technology and data to enhance client servicing and reporting.
• Ability to contribute to process improvements and support changes in operating models.
• Awareness of evolving client expectations across Institutional and Intermediary segments
• Collaborative mindset with ability to work across global teams and service models
   

Desirable:

• Demonstrated ability to work across cultures and geographies
• Language capabilities in English and Cantonese / Mandarin).
• Demonstrate leadership ability and solution mindset.
• Experience supporting change initiatives or process enhancements
• SFC license (dealing in securities).
• Investment Management Certificate (or equivalent).

In-Office Collaboration:
 

We are a client-centric, relationship-based business. Working together, in-person, is foundational to how we achieve results. By fostering a culture of face-to-face collaboration, idea sharing, productivity and personal connection, we deliver for our stakeholders — clients, advisors, employees and shareholders. Our employees work in the office at least four (4) days per week, with flexibility to work from home one (1) day per week. Some roles may require additional in-office time or different in-office expectations, and specific requirements will be discussed during the hiring process.

Full timePermanentSales

Columbia Threadneedle is a people business, and we recognise that our success is due to our talented people, who bring diversity of thought, complementary skills and capabilities. We are committed to fostering an inclusive and performance-based culture where everyone can belong, grow, contribute and realise their potential.

We appreciate that work-life balance is an important factor for many when considering their next move so please discuss any flexible working requirements directly with your recruiter.

Columbia Threadneedle Investments is an equal opportunity employer. We consider all qualified applicants without regard to racial or ethnic background, religion or belief, sex or gender, nationality, genetic information, age, sexual orientation, gender identity, disability, marital status, pregnancy or maternity or any other basis prohibited by law.

We are committed to fostering an inclusive and accessible recruitment process for individuals with disabilities. If you require a reasonable accommodation to aid your participation in the application or interview process, speak to your recruiter to discuss how we can support you.