Head of HFS, Client Services (APAC)

About Northern Trust

As a global leader in innovative wealth management, asset servicing, asset management and banking services, Northern Trust (Nasdaq: NTRS) is proud to guide the world’s most successful individuals, families, corporations and institutions.

Since 1889, we have aligned our efforts with our three guiding Principles That Endure: Service, Expertise, and Integrity. Together, they reflect the three cornerstones of business conduct which we strive to instill in our employees, whom we call partners, and to provide to our clients and the communities we serve worldwide.

With more than 135 years of financial experience and over 24,000 partners, we serve the world’s most sophisticated clients using leading technology and exceptional service.

The Head of HFS Client Services (APAC) is a senior leadership role responsible for driving client service excellence, commercial outcomes, and operational scalability across Hedge Fund Services business in Asia-Pacific. 

This role leads the APAC Client Services organization (Relationship Managers and Client Service Managers) and is accountable for end-to-end client experience, regional growth, and alignment to global HFS strategy, while ensuring strong local market engagement. 

The position partners closely with global business and services leadership to deliver a consistent, high-quality client experience across regions, aligned to an integrated operating model. 

Key Responsibilities 

1. Client Leadership & Service Excellence 

• Own and enhance the end-to-end client experience across APAC client base 

• Serve as senior escalation point for key client relationships 

• Drive client satisfaction, retention, and reference ability 

• Ensure consistent execution of service reviews, governance frameworks, and feedback loops 

• Develop deep collaborative relationships with global service leaders and champion a client-centric culture balanced with disciplined approach to operational and business risk management. 

2. Regional Strategy & Leadership 

• Define and execute the APAC Client Services strategy, aligned to global HFS priorities 

• Establish vision, goals, and operating standards for the regional client service practice 

• Lead initiatives to enhance:  

• Service consistency 

• Productivity and automation 

• Risk management and controls 

• Drive adoption of global frameworks across APAC  

3. Commercial & Growth Accountability 

• Partner with Relationship Management and Sales to:  

• Drive revenue growth, cross-sell, and upsell opportunities 

• Develop client-specific commercial strategies 

• Collaborate with Sales to build and extend stakeholder relationships in the market 

• Own client profitability outcomes, including:  

• Pricing discipline 

• Cost transparency 

• Margin expansion initiatives 

• Actively contribute to business development, market positioning, and industry engagement 

4. Leadership & Talent Management 

• Lead, develop, and inspire a high-performing team of Relationship Managers and Client Service Managers 

• Foster a culture of:  

• Accountability 

• Collaboration 

• Continuous improvement 

• Determine organizational design, capacity planning, and hiring strategy 

• Strengthen bench strength and succession planning across APAC 

5. Operating Model & Execution 

• Optimize the regional service delivery model, leveraging global capabilities where appropriate 

• Drive initiatives to:  

• Reduce manual processes and increase automation 

• Standardize workflows and procedures 

• Enhance scalability of client servicing 

• Ensure seamless coordination between:  

• Client services 

• Operations, fund accounting, and middle office teams 

• Product and technology partners 

6. Risk, Governance & Control 

• Maintain strong oversight of:  

• Operational risk, control frameworks, and regulatory obligations 

• Client onboarding, AML/KYC processes, and audit readiness 

• Ensure adherence to policies, procedures, and service level agreements 

• Partner with Compliance, Risk, and Audit teams to proactively manage issues 

7. Stakeholder Management & Global Alignment 

• Act as the primary APAC Client Services leader, partnering with:  

• Global Head of Relationship Management 

• Regional business leadership 

• Product and operations counterparts 

• Maintain a strong external presence with clients, consultants, and industry forums 

Key Qualifications 

• Deep experience in alternatives administration, middle office, and/or asset servicing 

• Proven leadership of client-facing teams in a complex, global organization 

• Strong commercial acumen with demonstrated ability to drive revenue growth and profitability 

• Expertise in client relationship management and service delivery models 

• Strong understanding of APAC market dynamics and regulatory landscape 

• Ability to lead cross-functional, global initiatives 

• Excellent executive communication and stakeholder management skills 

Working with Us

As a Northern Trust partner, you will be part of a flexible and collaborative work culture, which has a strong history of financial strength and stability. Movement within the organization is encouraged, senior leaders are accessible, and you can take pride in working for a company committed to an inclusive workplace and assisting the communities we serve.

Philanthropy is deeply rooted in Northern Trust’s history and is an essential element of our culture. Employees around the world give their time and talent to work for the greater good of their communities.

Reasonable Accommodation

Northern Trust is committed to working with and providing adjustments to individuals with health conditions and disabilities. If you need a reasonable accommodation for any part of the employment process, please email our HR Service Center at MyHRHelp@ntrs.com, or alternatively you can discuss your individual requirements with the recruiter you are working with.