Client Service Transformation(Asset Management)

Role & responsibilities

• Global servicing model: Help define, deliver, and embed a consistent servicing model across regions/teams

• Process design & continuous improvement: Document current-state processes, identify gaps, and implement improved workflows (including controls, SLAs, and governance).

• KPI Framework: Define and implement service delivery KPIs, and produce regular reporting with insights and actions.

• CRM Enablement: Support implementation of a Client Service module within a CRM, including requirements gathering, user stories, UAT, training support, and adoption tracking.

• Stakeholder Management: Proactively engage senior stakeholders (Client Coverage, Operations, Product, Risk/Compliance, Technology) to influence change and remove blockers.

Preferred candidate profile

• Ideal overall experience: 12- 15 years managing similar roles or projects within Asset Management Industry.

Minimum 3 years of work experience in Client Servicing within Asset Management.

• Demonstrable experience defining, delivering, and embedding a global servicing model and business processes.

• Experience defining and implementing KPIs to track service delivery and drive improvements.

• Hands-on experience using or implementing a CRM Client Service module (e.g., case management, workflows, dashboards).

• Experience with MS Dynamics CRM Client Service module will be an added advantage.

• Strong track record of influencing senior stakeholders and driving change.