Client Manager, Fund Management

Position Type :

Full time

Type Of Hire :

Experienced (relevant combo of work and education)

We are FIS. Our technology powers the world’s economy and our teams bring innovation to life. We champion diversity to deliver the best products and solutions for our colleagues, clients and communities. If you’re ready to start learning, growing and making an impact with a career in fintech, we’d like to know: Are you FIS?

About the Role:
As a Client Manager, Fund Management, you will lead a team of client service and technical support professionals responsible for delivering high-quality service across multiple client contact channels. You will drive operational excellence, ensure effective issue triage and resolution, and support the successful execution of post-sales support activities. This role requires strong people leadership, stakeholder management, and process improvement capabilities to enhance client outcomes and operational performance. Success is measured through service quality, team effectiveness, operational efficiency, and client satisfaction.

What You Will Be Doing:

• Lead, coach, and develop a team of client service and technical support professionals to deliver exceptional client outcomes.
• Oversee client contact operations across service, triage, technical support, post-sales support, and business review activities.
• Implement operational plans, policies, and procedures that align with business objectives and service standards.
• Drive continuous improvement initiatives to optimize processes, systems, and workflows across the client service function.
• Resolve complex operational and client-related issues impacting multiple teams or business areas.
• Monitor service performance metrics and take corrective actions to improve efficiency, quality, and client satisfaction.
• Partner with internal and external stakeholders to communicate policies, manage expectations, and drive collaboration.
• Manage workforce planning activities including hiring, onboarding, performance management, promotions, and employee development.
• Lead cross-functional projects and initiatives that improve client experience and operational effectiveness.
• Ensure delivery of assigned projects and operational activities within approved budgets, timelines, and quality expectations.

What you will need:

• Demonstrated experience leading client service, customer support, technical support, or client contact teams in a complex business environment.
• Strong people leadership skills with experience coaching, developing, and managing professional teams.
• Advanced problem-solving and decision-making capabilities with the ability to resolve moderately complex operational challenges.
• Strong stakeholder management and communication skills, with the ability to influence across functions and organizational levels.
• Experience implementing operational plans, service strategies, policies, and process improvement initiatives.
• Ability to analyze performance metrics and drive data-informed improvements in service delivery and operational outcomes.
• Knowledge of client support operations, escalation management, service quality, and customer experience best practices.
• Bachelor’s degree or equivalent combination of education, training, and relevant professional experience.
• Effectively bilingual in Cantonese and English, with the ability to communicate professionally with clients, stakeholders, and team members in both languages.
• Preferred Experience within financial technology, financial services, payments, banking, or related regulated industries.
• Knowledge of service management, client lifecycle management, and operational excellence methodologies.
• Experience leading cross-functional projects and change management initiatives.
• Familiarity with CRM, case management, workforce management, or service performance reporting tools.
• Certification in customer experience, project management, process improvement, or people leadership disciplines.

What we offer you: 
At FIS, you can learn, grow and make an impact in your career. Our benefits include:

• Flexible and creative work environment
• Diverse and collaborative atmosphere
• Professional and personal development resources
• Opportunities to volunteer and support charities
• Competitive salary and benefits

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Privacy Statement

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Sourcing Model

Recruitment at FIS works primarily on a direct sourcing model; a relatively small portion of our hiring is through recruitment agencies. FIS does not accept resumes from recruitment agencies which are not on the preferred supplier list and is not responsible for any related fees for resumes submitted to job postings, our employees, or any other part of our company.

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