Client Management Executive

Boardroom; Selangor; On-site; MYR 150,000 - 200,000; Full time

Job summary

A leading service firm in Malaysia is seeking a professional to manage stakeholder enquiries and shareholder services. The role involves processing documents, supporting client meetings, and ensuring effective communication with clients. The ideal candidate should demonstrate strong problem-solving skills and a proactive approach towards client engagement and service delivery. This position offers an opportunity to work in a dynamic environment, focusing on client needs and operational excellence.

Responsibilities

• Attend to stakeholder enquiries and process all documents relating to shareholder services.
• Receive, check, sort, record and process all documents received from shareholders.
• Acknowledge and issue receipts to shareholders or lodging agents.
• Ensure documents and forms are replenished.
• Promptly receive and relay messages accurately.
• Process corporate actions and other client instructions.
• Support client shareholder meetings.
• Participate proactively in projects and tests.
• Update clients’ information in systems.

Job description

Key Responsibilities

• Attend to stakeholder enquiries and process all documents relating to shareholder services.
• Receive, check, sort, record and process all documents received from shareholders or lodging agents in accordance with the necessary procedures.
• Acknowledge and issue receipts to shareholders or lodging agents.
• Ensure documents and forms are replenished.
• Promptly, accurately, professionally and courteously receive all telephone calls and enquiries, direct or relay messages, and record them accordingly.
• Process corporate actions, transfers, replacement cheques / certificates, proxy votes and any other client/shareholder instructions.
• Support client shareholder meetings – registration and polling services.
• Participate proactively in projects.
• Participate proactively in User Acceptance Tests.
• Proactively update clients’ information in the appropriate systems.

Service Delivery & Client Engagement

• Develop an in‑depth knowledge of clients’ industries and key contacts (Know Your Client).
• Develop effective and differentiating servicing techniques to set the firm apart in the market and build and maintain client loyalty.
• Proactively contact and communicate with clients regarding their needs, experience and preferences according to a predetermined program; file all correspondences.
• Identify opportunities to provide value‑added services to clients.
• Follow and be aware of the importance of: meeting current Service Level Agreements (SLAs), minimising operational risk, resolving queries and complaints efficiently and effectively with necessary planning, and completing training to facilitate changes to the current environment, new clients and improvements to service delivery for existing clients.
• Escalate problems, errors and omissions to be dealt with immediately and in the most appropriate manner.
• Coordinate changes to current business processes, procedures and external party interactions to facilitate the requirements of new clients; this involves direct interaction with clients and other Boardroom entities.
• Assist the Senior Manager / Manager with communication to all stakeholders at every level internally and externally.
• Assist in following up on outstanding and doubtful debts.

Additional Duties

• Carry out any other duties/projects that may be assigned by Managers / Senior Managers / Directors from time to time.
• Work in collaboration with SRS colleagues to meet client requirements.