Location: Singapore. Regional remit across APAC
Reports to: Senior regional leadership About the firm:A global fund services firm supporting private equity, real assets and hedge clients, with teams across key financial hubs. The mandate is to elevate client experience and delivery quality across strategic accounts.
The opportunity:Lead the client service agenda for a focused portfolio of priority clients. You will be the senior point of contact, own escalations, set and refine SLAs and KPIs, and partner closely with Operations and Integration to deliver right‑first‑time outcomes. The direct team is intentionally lean. You influence across functions and jurisdictions to drive measurable service and margin improvements.
What you will do:- Run executive‑level client reviews and on‑sites. Align delivery to Fund Documents, SLAs and regulatory expectations
- Own critical escalations end‑to‑end. Coordinate SVPs, Ops Leads and SMEs across regions to protect quality and timelines
- Define service playbooks and cadences: intake and triage, escalation ladders, RACI and crisp handoffs with Ops and Integration
- Co‑design target operating models and Day‑1 success metrics for new client transitions
- Stand up practical KPI dashboards with early‑warning signals on timeliness, accuracy, quality and client satisfaction
- Improve gross margin drivers by removing rework, standardising processes and increasing right‑first‑time delivery
- Partner with Business Development as the service authority on pitches and scope changes to expand wallet share
- Coach a small team and set cross‑functional standards. Lead by influence rather than span of control
- Not a quota‑carrying sales role
- Not a large team‑management mandate
- 12+ years in fund administration or adjacent buy‑side/administrator roles with deep, senior client‑facing exposure
- Track record owning senior stakeholder relationships and complex escalations across PE, Real Assets and Hedge
- Experience shaping SLAs, KPIs and operating models across jurisdictions and aligning them to Fund Documents
- Strong technical grounding in fund admin processes and controls. Comfortable context‑switching across asset classes
- Evidence of service improvements or client integrations that stuck and scaled
- Prior margin or P&L accountability with demonstrable uplift from service design or process change
- Multi‑jurisdiction oversight and regulator interface
- Familiarity with client transition runbooks and TOM design
