Location: Kwun Tong, Kowloon, Hong Kong

Help clients start and grow their custody relationship with confidence. In this role, you will guide onboarding and account lifecycle requests end-to-end, bringing clarity to complex processes and timelines. You will work closely with clients and internal partners to deliver accurate setup and maintenance outcomes. If you enjoy ownership, problem solving, and client engagement in a fast-paced environment, this role offers meaningful impact.

As a Client Account Services Operations Analyst in Client Account Services, you will manage client onboarding and account lifecycle maintenance requests, coordinating across internal partners to deliver timely, high-quality outcomes. You will act as a client-facing point of contact, providing clear updates and helping resolve issues through effective triage and escalation. You will contribute to continuous improvement by identifying process gaps and supporting future-state enhancements.

Job responsibilities

• Manage end-to-end account activities across new client onboarding and incremental account setup and maintenance
• Review incoming requests and documentation for completeness, accuracy, and readiness for processing
• Own and manage the request pipeline, tracking progress and proactively addressing blockers
• Serve as a primary point of contact for clients and internal partners, providing status updates and resolving inquiries
• Coordinate with internal processing teams to drive timely responses and issue resolution
• Partner with Product, Implementations, Sales, Relationship Management, and Client Service teams to deliver client outcomes
• Maintain strong working knowledge of account opening and maintenance workflows, including service level expectations and key metrics
• Use a solutions-oriented approach to understand client needs, ask thoughtful questions, and enhance the client experience
• Escalate risks and issues professionally, with clear prioritization and disciplined problem solving
• Identify opportunities to improve controls, processes, and service quality, and support implementation of enhancements
   

Required qualifications, capabilities and skills

• Business-level communication skills in Japanese and English, with the ability to engage effectively with clients and internal stakeholders
• Experience supporting client onboarding, account servicing, or operations processes in a financial services or similarly regulated environment
• Strong client service mindset with the ability to communicate clearly via email, telephone, and written correspondence
• Strong organizational skills with the ability to manage multiple requests, deadlines, and shifting priorities
• Analytical skills and sound judgment to assess documentation quality, identify issues, and drive resolution
• Strong attention to detail and commitment to accuracy
• Proficiency in Microsoft Office (Excel, Word, PowerPoint, Outlook)
• Ability to collaborate effectively across teams and influence outcomes without direct authority
   

Preferred qualifications, capabilities and skills

• Knowledge of custody account onboarding and account maintenance processes
• Familiarity with custody market entry, renewals, restructures, transitions, or similar change events
• Understanding of operational controls, risk management, and regulatory requirements in securities services
• Experience with workflow tools or request management systems used for tracking onboarding and maintenance activity

Drive client onboarding and account maintenance for custody services, partnering across teams to deliver a strong client experience.