Location: Beijing

In this office-based position you’ll experience a supportive approach to your wellbeing and continuous learning opportunities in our friendly and inclusive workplace. Find out more at computershare.com/flex.

We give you a world of potential

Employee share plan is a new compensation reward tool used by companies to attract and retain talented people. Computershare has been in the Chinese market since 2004 and was one of the first companies to offer employee share program services in China. We are the largest global provider of employee share plan administration in the world, and we pride ourselves on our quality service to our large and stable Chinese customers.

We are now looking for experienced talents to join our Client Service team (Middle office focused) in Beijing. This is an exciting opportunity to work in a global corporation that will give you fantastic exposure to the dynamic and fast-growing businesses in Asia.

A role you will love

The Client Service Manager is primarily responsible for overseeing the operations of a Client Service team, and is expected to manage client satisfaction and profitability, as well as helping Senior Manager / AVP / VP to continuously building the overall scalabilities of CPM Asia Client Service teams at a high level.

The Manager personally handles more challenging client conversations and more complex account management duties, such as budgeting (providing revenue estimations), profitability analysis (tracking and analyzing of upsell services), client account review meetings preparation and delivery. The Manager manages and balances workload of the team, allocates and assigns clients and projects, reviews operational procedures, manages recruitment and training of new staff, as well as supervises team leaders during operational decisions. Moreover, with the feedback provided by Assistant Manager, the Client Service Manger is responsible for managing the performance of team members, including the delivery and facilitation of the Career Development Plan for each individual.

Some other key accountabilities will include:

• Manage and own overall responsibility of client day to day relationship and act as main point of contact for clients and their key stakeholders for ongoing plan administration and operational requirements.
• Ensuring client requests are monitored and prioritized correctly, including monitoring service levels and client satisfaction, reporting on client status and checking quality and completeness of client requests before they are executed.
• Overall SME for clients, plans, product and process, in-depth technical understanding of the system processes and the first level of escalation for client and internal stakeholders. Act as the primary interface between the client and the service delivery teams for regular and ad-hoc requests
• Host and support regular client meetings to review service / project delivery status and event planning. Provide suggestions for operational improvements / efficiencies. Coordinate participation of other internal parties for these meetings according to needs.
• Identify opportunities for efficiencies, solutions and synergies within your client portfolio, accountable for suggesting value added chargeable services (professional services).
• Analyze client plans and develop solutions in close co-operation with the relevant internal and external stakeholders in order to set up the system configuration and underlying processes.
• Liaise with Relationship Managers on strategic changes to clients, influence commercials based on operational impacts and support the operational health of the clients.

What will you bring to the role?  

To be successful in this role you will have good learning and operational skills, pay attention to details and be efficient. Also, you will have exceptional relationship building and interpersonal skills. You will be passionate about the development of your team by providing guidance and coaching support.

Some other key skills required for the role:

• Bachelor’s degree or above, major in Finance / Accounting / Economics / or business  related areas.
• Excellent English and Mandarin required with Cantonese an advantage. Proficiency in MS Office.
• At least 7-8 years of experiences of our operations or relevant professional working experiences. Detail-oriented, self-motivated and has a strong sense of responsibility.
• Customer focused with excellent communications skills. Strong problem-solving skills and well-developed commercial acumen.
• Demonstrate initiative, organizational and time management skills.
• Adapts to change, is open to new ideas, takes on new responsibilities, handles pressure, and adjusts plans to meet changing needs.

Rewards designed for you  

Flexible work to help you find the best balance between work and lifestyle.

Health and wellbeing rewards that can be tailored to support you and your family.

Invest in our business by setting aside salary to purchase shares in our company, and you’ll receive a company contribution as well.  

Extra rewards ranging from recognition awards and team get togethers to helping you invest in your future.

And more. Ours is a welcoming and close-knit community, with experienced colleagues ready to help you grow. Our careers hub will help you find out more about our rewards and life at Computershare, visit computershare.com/careershub.