Senior Client Relations Analyst, Financial Intermediaries - Hong Kong & Greater China

Role summary: Externally represents Capital Group with the goal of retaining and growing client relationships.  Proactively services financial intermediary clients in partnership with Capital’s client relationship teams within the Europe & Asia Client Group (EACG) organization. Interfaces directly with external financial intermediaries and service providers to deliver an in-depth understanding of industry, organizational, and operational topics. Delivers a consultative client experience, by meeting client needs, and leading client meetings. Partners with cross-functional teams to advocate for the needs of our clients. A credible representative of Capital Group externally with the ability to help retain and grow client relationships.

Primary responsibilities/essential functions:

Retains and grows client relationships by delivering proactive servicing:

• Develops and executes strategies to enhance and retain client relationships and achieve annual business plan objectives for assigned clients. 
  • Partners with EACG’s client relationship and/or business development teams to understand and incorporate broad objectives into business plans for their assigned clients.
  • Provides insight and perspective to inform sales approach with existing clients and develops and executes on retention strategies for "at risk" clients.
  • Supports a healthy, robust CRM process by maintaining discipline in capturing and recording client related activity in Salesforce and other internal systems.

• Accountable for building enduring relationships with clients through proactive ongoing relationship management and servicing of clients.
  • Proactively brings value added perspective to client interactions through on-going engagement, including periodic in-person meetings.
  • Consults with clients to regularly identify and resolve complex issues, and non-standard requests. (e.g., transactional, investment queries, compliance, fees/billing, operational).
  • Responds to ad hoc portfolio, regulatory, market and investment strategy specific queries, both verbally and in writing.
  • Provides relationship/business development teams insight to client interactions. Escalates critical items to relationship team or other areas internally if necessary.
  • Leads client due diligence and other client meetings as needed, which may involve travel and hosting in-person client meetings.

Accountable for all aspects of client operational support and reporting:

• Exercises autonomous decision-making authority to address all aspects of operational servicing related to assigned clients.
  • With minimum supervision, applies knowledge of applicable regulatory requirements to define a course of action to address complex service needs, and to advocate on behalf of clients and engage other teams as needed. This includes but is not limited to making recommendations to clients related to account transactions, and operational protocols.
  • Collaborates with legal, compliance and operational teams to handle complex account set up, legal agreement and investment guideline negotiations, account transitions, new market openings, transfers, terminations, and other client/account maintenance.
  • Leads meetings with internal departments, clients and/or consultants and other external service providers to ensure operational needs are met.
  • Collaborates with clients’ service providers (including, but not limited to, consultants, transition managers, custodians, record keepers and auditors) to determine approaches for large or complex account activities such as launching new products with client investment, unit class changes, and plan participant communications.
  • Provides ad hoc reporting and internally driven organizational communications to clients and consultants on non-routine matters.
  • Partners with the Client Reporting Team to define ongoing client reporting support.
  • May deliver a variety of compliance and regulatory reporting.
  • Coordinates the process and reviews responses to due diligence questionnaires and RFIs.
  • Collaborates with Global Fee Consulting on all fee-related matters.
  • Performs additional responsibilities as assigned.

Provides senior level leadership for team:

• Provides leadership and mentoring to more junior team members
• Recommends and drives client service best practices
• Provides advice and guidance on complex issues

Business & Technical skills:

• Demonstrates an in-depth understanding of the financial intermediary marketplace and client needs, including ability to identify issues and recommend resources to address complex and broad matters.
• Displays intellectual curiosity, analytical and critical thinking and problem-solving skills.
• Demonstrates effective written and oral communication skills and presentation skills. 
• Demonstrates ability to collaborate and develop/maintain working relationships inside and
• outside the organization to enable effective completion of business objectives.
• Demonstrates ability to understand and represent complex investment products, strategies, solutions and fees with clients.
• Demonstrates an in-depth knowledge of Excel, Microsoft applications and business applications. Exhibits knowledge in troubleshooting issues and creatively enhancing work assignments.

Competencies:

• Customer Focus – Building strong customer relationships and delivering customer-centric solutions.
• Communicates Effectively – Develops and delivers multi-mode communication that conveys a clean understanding of the unique needs of different audiences.
• Persuades – Uses compelling arguments to gain the support and commitment of others.
• Collaborates – Build partnerships and works collaboratively with others to meet shared objectives
• Action Oriented – Takes on new opportunities and tough challenges with a sense of urgency, high energy and enthusiasm.
• Manages Complexity – Makes sense of complex, high quality and sometimes contradictory information to effectively solve problems.
• Builds Networks – Effectively builds formal and informal relationship networks inside and outside the organization.
• Decision Quality – Makes good and timely decisions that keep the organization moving forward.
• Balances Stakeholders – Anticipates and balance the needs of multiple stakeholders.

Core Requirements:

• Occasional travel may be required.
• Fluency in Cantonese and Mandarin a plus.
• At least 8 years of industry experience, preferably with client servicing experience in the financial intermediary business space.