Job Description

The Client Service Manager is responsible for delivering high-quality service and support to institutional and corporate clients within MUFG Retirement Solutions HK Limited. This role ensures client satisfaction through proactive engagement, efficient issue resolution, and seamless coordination with internal teams. The successful candidate will act as a key point of contact for clients, manage day-to-day service activities, and contribute to continuous improvement initiatives.

Key Accountabilities and main responsibilities
Strategic Focus

• Client Service Manager is responsible for the premium delivery of services to MUFG Retirement Solutions – HK’s clients.
• Managing client expectations, negotiating service level agreements, account planning, cross selling and strategic initiatives.
• Building and maintaining strong working relationships with client contacts.
• Managing client expectations.

Operational Management

• Serve as the primary contact for assigned clients, ensuring timely and accurate responses to inquiries.
• Build and maintain strong client relationships, understanding their needs and providing tailored solutions.
• Coordinate onboarding and transition processes for new clients.
• Managing and delivering change requests for client communications.
• Ensure smooth execution of client servicing activities, including reporting, billing, and fee management.
• Monitor service performance metrics and address issues promptly.
• Collaborate with Operations and Technology teams to resolve client queries and enhance service quality.
• Maintain accurate client records in the MUFG Pension & Market Services Clients & Contacts Database.
• Assist in preparing client reports and presentations as required.
• Support implementation of service improvement initiatives and contribute client feedback to system enhancements.

People Leadership

• Engage with other internal stakeholders (e.g. Operations Team, Technology Team and Project management etc.) to ensure client’s expectation aligns with business operations.

Governance & Risk

• Ensure all client interactions comply with regulatory requirements and internal policies.
• Maintain proper documentation and audit trails for client activities.
• Keeping abreast of the current industry related issues and trends.

The above list of key accountabilities is not an exhaustive list and may change from time-to-time based on business needs.

Experience & Personal Attributes

• Bachelor’s degree in Business, Finance, or related field.
• Minimum 5 years of experience in client servicing or relationship management within financial services, preferably retirement or asset management.
• Strong understanding of pension schemes and investment products.
• Excellent communication and interpersonal skills.
• Detail-oriented, organized, and proactive in problem-solving.
• Ability to work collaboratively across teams and manage multiple priorities.
• Fluency in English; Cantonese and/or Mandarin is an advantage.
• Strong facilitation, negotiation, influencing and conciliation skills.
• Competent proposal writing and financial deal structuring skills along with the appropriate Microsoft Word, Power point, Excel and Project skills.

MUFG Pension & Market Services is a global, digitally enabled business that empowers a brighter future by connecting millions of people with their assets – safely, securely and responsibly.

Through our two businesses MUFG Retirement Solutions and MUFG Corporate Markets, we partner with a diversified portfolio of global clients to provide robust, efficient and scalable services, purpose-built solutions and modern technology platforms that deliver world class outcomes and experiences.

A member of MUFG, a global financial group, we help manage regulatory complexity, improve data management and connect people with their assets, through exceptional user experience that leverages the expertise of our people combined with scalable technology, digital connectivity and data insights.