Manager, Client Operation

5 days ago

Cyberjaya, Malaysia Genius Brio Sdn Bhd Full time

**Manager, Client Operation (Japanese Speaking)**

**Work Location: Cyberjaya, Malaysia**
**Salary Range: RM7,000 - RM10,000 (with 5-7 years of experiences)**
**Fixed Travelling Allowance: RM750**

**Working Region: APAC (Hong Kong)**

**Hiring by: May 2024**

**JOB PURPOSE**

You will be responsible for the following:

- Completion of all daily processes for **position keeping, trade management and flow**.
- **Point of contact for servicing our clients **and **interacting with the market** and other providers.
- Perform proactive servicing for a designated portfolio of client relationships across product base (Shareholder services / Transfer Agency, fund administration, custody, cash & FX related enquiries).
- To **manage and motivate the team** to produce consistently high quality service to clients.
- Regularly exceed required **Service Level Agreement & KPI/KQI targets**.
- Regularly receive positive feedback from clients and the wider CACEIS Investor & Treasury Services community.
- Continue to develop skills & abilities individually and for direct reports.

**Language requirement: Japanese**

**KEY RESPONSIBILITIES**

**Client Servicing & Escalation Management**
- Queries and escalated issue/ queries received are attended in a timely & accurate manner. These include:

- **Shareholder Services/ Transfer Agency** - Trade processing, Reporting, Cash processing/ Settlement, Electronic Dealing.
- **Fund Administration** - NAV production, valuation, audits.
- **Transaction Management** - Trade processing, Settlement, Cash/ FX Processing.
- Direct liaison with operational teams to resolve daily operational issues, provide operational support and educate operational processing teams about client background and strategies.
- Prepare and understand client’s KPI report, proactively looking for ways to improve servicing quality.
- Participation in client meetings, representing Client Operations.
- Ensure that escalation protocol to Management is strictly adhered to in case of client escalations, operational issues and events.

**Project and Change Management**
- Initiate and participate in business line and client servicing improvement projects.
- Review business practices and implement changes.

**Risk and Workflow Management**
- Monitor workflows including working with the Supervisors and others to effectively allocate resources where they are needed on a daily basis (i.e. Resource Planning & Management).
- Meet with clients (i.e. Client Due Diligence Visits).

**JOB REQUIREMENTS**
- Post-secondary education with an **accounting/finance** concentration or equivalent experience.
- **Japanese language is a must.**:

- **4 - 6 years of relevant experience** in relevant industry experience.
- **Operational Management experience**.
- Good knowledge about **Fund/Trust Industry and Financial Markets** in general.
- Prior exposure to **Operational Risk **and the corresponding risk monitoring tools.
- Excellent attention to detail.
- Good interpersonal skills and networking skills with all stakeholders.
- Good organization skills and ability to prioritize workloads to meet tight deadlines.

**Nice-to-have**
- Adaptability
- Teamwork and collaboration
- Business Acumen
- Attention to detail
- Initiative
- Organizational Awareness (Focus on risk **mitigation **and **prevention**)

**THE CLIENT**

**CACEIS **was set up in **Cyberjaya**, Malaysia in **July 2023** with approximately **1,000 employees,** with the acquisition of **RBC investor Services’ European** business and Malaysia centre of excellence, delivering operational excellence.

As a centre of excellence, the team in Malaysia provides **asset services, custody and payments** for clients in Europe (Belgium, Ireland, Luxembourg, Switzerland and United Kingdom) with a global operating model that maximises efficiencies across time zones, **supports 17/5 operational** capability with follow the sun model, enhances scalability of our global operations and the implementation of standardized processes.

We thrive on the challenge to be our best, progressive thinking to keep growing, and working together to deliver trusted advice to help our clients thrive and communities prosper. We care about each other, reaching our potential, making a difference to our communities, and achieving success that is mutual.
- A comprehensive Total Rewards Program including performance-based bonuses, flexible benefits, and competitive compensation.
- Leaders who support your development through coaching and managing opportunities.
- A world-class training program in financial services.
- A collaborative dynamic culture where personal initiative and hard work are recognized and rewarded.

**Job Types**: Full-time, Permanent

Pay: RM7,000.00 - RM10,000.00 per month

**Benefits**:

- Professional development

Schedule:

- Afternoon shift
- Day shift
- Early shift
- Evening shift
- Fixed shift
- Monday to Friday
- Night shift
- Rotational shift

Supplemental pay types:

- Performance bonus

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