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AD, Client Service, Bank (Custody, Trust & Agency Services)

Your new company A reputable bank is seeking a seasoned Associate Director, Client Service to join our Custody, Corporate Trust & Agency Services team. This role sits closely with front office and is responsible for ensuring high-quality client servicing, operational execution, and control across custody and agency activities. While the role works closely with Front Office and Relationship Management, it retains primary accountability within Operations for service delivery, issue resolution, and

Hays - Hong Kong - Full time

Salary: Competitive

Your new company

  • A reputable bank is seeking a seasoned Associate Director, Client Service to join our Custody, Corporate Trust & Agency Services team. This role sits closely with front office and is responsible for ensuring high-quality client servicing, operational execution, and control across custody and agency activities. While the role works closely with Front Office and Relationship Management, it retains primary accountability within Operations for service delivery, issue resolution, and operational integrity.


Your new role
  • Act as a senior operational client service contact for Custody, Corporate Trust, and Agency Services, ensuring consistent, high-quality service delivery
  • Own and manage client servicing activities, including complex enquiries, issue resolution, and service escalations
  • Manage new deals set up and oversee post-closing activities including but not limited to handling waiver and amendment requests, monitoring submission of covenants, maintaining document inventory etc.
  • Provide subject-matter expertise to support internal stakeholders (Operations, Product, Risk, Technology) on client-related operational matters
  • Work in partnership with Front Office and Relationship Managers to support client onboarding, transitions, and ongoing servicing requirements
  • Ensure effective coordination across operational teams covering, Securities and cash settlement, Corporate actions processing, Asset servicing, reconciliations, and operational controls
  • Maintain strong oversight of end-to-end processes, ensuring adherence to agreed service models, SLAs, and control standards
  • Support operational risk management by identifying root causes, control gaps, and remediation actions related to client servicing
  • Contribute to process improvement, service enhancement, and operational efficiency initiatives
  • Prepare and support operational input for client service reviews, audits, and regulatory or market-driven changes
  • Support and manage operational workflows involving multiple clearing and settlement systems, including: International Central Securities Depositories (ICSDs), CMU (Central Moneymarkets Unit), DTCC and other domestic or international CSDs
  • Demonstrate a strong operational understanding of the duties and responsibilities of a Common Depositary, including:, Safekeeping and issuance-related functions, Interaction with ICSDs, issuers, paying agents, and other market participants, Operational controls, reporting, and reconciliation responsibilities
  • Act as an escalation point for clearing-system-related operational issues impacting clients


What you'll need to succeed
  • 10+ years of relevant experience in operations-based client servicing within Custody, Corporate Trust, and/or Agency Services
  • Strong hands-on knowledge of post-trade operations, including settlement, corporate actions, and asset servicing
  • Proven experience working with ICSDs, CMU, DTCC, or equivalent clearing systems
  • Solid understanding of operational controls, risk management, and regulatory requirements in a custody or agency environment
  • Experience supporting client relationships from an operations perspective, including escalations and service recovery
  • Strong communication skills, with the ability to explain operational matters clearly to internal and external stakeholders
  • Detail-oriented, risk-aware, and able to operate effectively in a controlled, regulated environment
  • Proficient in written and spoken English and Chinese Cantonese and Mandarin


What you need to do now

  • If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV, or call Keith Ho now on 22307474. Alternatievly, you can send Keith your CV to keith.ho@hays.com.hk . If this job isn't quite right for you, but you are looking for a new position, please contact us for a confidential discussion on your career.
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