Client Account Services Manager

Role Summary

The Client Services Manager plays a key role in supporting client relationships throughout the client lifecycle, including onboarding, account maintenance, and ongoing service delivery. The position partners with internal and external stakeholders to coordinate operational activities, manage risks and dependencies, and ensure a high-quality client experience.

The role requires strong stakeholder management, problem-solving, and project coordination skills, with responsibility for driving effective communication, operational excellence, and continuous process improvement.

Key Responsibilities
1. Client Relationship Management & Service Delivery
- Act as a primary point of contact for assigned client service and operational matters.
- Coordinate and manage client requests, account maintenance activities, reporting inquiries, and service-related changes.
- Ensure timely resolution of issues through effective stakeholder coordination and communication.
- Monitor service delivery and proactively identify and escalate risks that may impact client outcomes.

2. Onboarding & Business Change Support
- Support onboarding, account transitions, and change management activities in partnership with internal teams and key stakeholders.
- Coordinate implementation planning, operational readiness assessments, and project execution activities.
- Review client requirements, service arrangements, reporting needs, and operational processes to identify implementation considerations and required actions.
- Work with internal partners to ensure successful execution of onboarding and business change initiatives.

3. Stakeholder Engagement & Coordination
- Act as an advocate for client and business requirements, ensuring priorities and expectations are clearly communicated.
- Coordinate cross-functional teams to establish action plans, responsibilities, timelines, and deliverables.
- Maintain visibility over key activities and proactively address issues that may impact service quality, operational effectiveness, or stakeholder satisfaction.

4. Risk Management & Operational Oversight
- Analyze operational processes and servicing requirements to identify risks, dependencies, control considerations, and improvement opportunities.
- Escalate issues and exceptions in accordance with established governance and risk management frameworks.
- Support issue resolution efforts, root cause analysis, and implementation of corrective actions where required.
- Maintain accurate records of requirements, decisions, actions, and service-related issues to ensure transparency and accountability.
- Prepare management reporting, service reviews, and trend analysis to support decision-making and service excellence.

5. Process Improvement & Team Contribution
- Participate in initiatives designed to enhance client experience, operational efficiency, and service quality.
- Identify opportunities to streamline processes, reduce manual effort, and improve scalability through automation, digital solutions, and emerging technologies.
- Contribute to best-practice development, process documentation, and knowledge-sharing initiatives.
- Support training, coaching, and development of colleagues by sharing expertise and promoting consistent ways of working.
- Collaborate with global and regional teams to drive continuous improvement and operational excellence.

Employee Benefits:
In accordance with Japanese labour law

Qualifications & Experience
- 5+ years of relevant experience in client services, account management, operations, project coordination, onboarding, or financial services.
- Proven ability to independently manage and coordinate moderately complex client service, onboarding, or operational change initiatives involving multiple stakeholders.
- Strong understanding of financial products, business operations, regulatory considerations, and risk management principles.
- Experience reviewing client requirements, agreements, or service documentation and translating them into practical business and operational actions.
- Excellent stakeholder management skills, with the ability to build relationships, influence outcomes, and collaborate effectively across functions.
- Strong analytical, problem-solving, and organizational abilities, with a proactive and detail-oriented approach.
- Ability to manage multiple priorities and deliver high-quality results in a fast-paced environment.
- Excellent written and verbal communication skills in both Japanese and English.
- Experience working in a regional or global organization and collaborating with cross-functional teams is advantageous.