Director, Client Servicing (Fund Administration)

TL;DR

Director, Client Servicing (Fund Administration): Building a client-centric service model for fund administration clients with an accent on client satisfaction, SLA compliance, and risk mitigation. Focus on coordinating cross-team alignment, driving service improvements through KPI/RAG reporting, and managing onboarding, change requests, and profitability discussions.

Company

hirify.global provides asset servicing solutions for the global investment management industry.

What you will do

• Own client relationship management, including escalation handling, tailored account plans, and retention-focused service delivery.
• Manage client service delivery by implementing and monitoring SLAs, proactively addressing risks/issues, and driving operational service improvements.
• Oversee client KPI reporting and service calls; determine and report client RAG status and escalate internally when needed.
• Lead new business and onboarding activities, including cross-sell identification, RFP support, and ensuring quality client experience for new funds.
• Manage client profitability by analyzing margin drivers, owning commercial discussions, and monitoring billing and KPI breach remediation.
• Coordinate client change management, risk/corrective actions, board reporting coordination, and facilitate client due diligence requests.

Requirements

• Third-level qualification (degree or higher) in a relevant field.
• Demonstrable experience in fund administration or asset management with experience managing client relationships and delivering high-quality service.
• Proven leadership ability to manage a team of accounting professionals.
• Strong business acumen and in-depth understanding of fund administration (fund structures, fee calculations, financial instruments, and offering documentation review).
• Exceptional client service skills for a complex and demanding client base, balancing client needs with organizational interests.
• Strong computer skills, including Microsoft Office; experience with fund administration software (Geneva, Investran, Yardi, Mantra) is beneficial.

Culture & Benefits

• Hybrid working approach with flexibility to work from where employees are based while staying connected to the team and culture.
• Attractive compensation package including base salary, group medical insurance, group pension scheme, paid holidays, and support for professional subscriptions and gym memberships.
• Opportunities for continuous learning and development and a collaborative work environment.

Hiring process

• Application review followed by interview-stage selection; only candidates proceeding to interviews will be contacted.
• Provide accommodation needs during the recruitment process if contacted to ensure fair and equitable access.

Location: Hong Kong