Client Service Lead

Euroclear; Malaysia; On-site; MYR 120,000 - 150,000; Full time

Benefits offered by this job

Attractive and flexible working environment (hybrid)

Job summary

Euroclear is seeking a dedicated Client Service Lead for fund distribution in Malaysia. The role involves managing client fees, ensuring exceptional client service, and leading a team. The successful candidate will have over 10 years of experience in client relationship management, with a strong ability to coordinate projects and handle escalations.

The position offers a flexible hybrid working environment. If you're passionate about client service and operational excellence, this is the role for you.

Qualifications

• Minimum of 10 years’ experience managing a team.
• Strong background in client relationship management.
• Experience in handling escalations and resolving conflicts.

Responsibilities

• Manage client fund requests and escalations in a timely manner.
• Lead the quarterly trailer fee calculation and payment process.
• Provide expert support and guidance to team members.

Skills

Client relationship management

Project coordination

Analytical skills

Conflict resolution

Job description

Euroclear FundsPlace offers a centralised, end‑to‑end platform that supports global fund distributors and asset managers with efficient access to over 250,000 funds and a large international network. It provides a trusted, neutral infrastructure with high operational reliability, streamlining key processes such as order routing, settlement, reporting, and corporate actions.

For client service and distribution roles, the platform’s unified distribution agreement, automated rebate collection, transparent revenue reporting, and connectivity with multiple custodians are core components. These services enable smoother distributor onboarding, improved visibility of holdings and distribution activities, and better management of distribution revenues at scale. Client service teams play a crucial role in guiding distributors and managers across this ecosystem, ensuring seamless daily operations and supporting clients in navigating Euroclear’s global service model.

We are seeking a dedicated and experienced professional to join our Client Service team as Client Service Lead for fund distribution. This role primarily involves managing calculation and payment of trailer fees to clients, as well as overseeing the collection of custody and data feed fees. The ideal candidate is passionate about delivering exceptional client experiences while aligning with the company’s strategic goals. The position reports to Client Services Manager.

Key Responsibilities (but not limited to)

• Manage client fund request and client escalation in a timely manner.
• Manage the collection of custody and data feed fees.
• Lead the quarterly trailer fee calculation and payment process.
• Provide expert support and guidance to team members.
• Client‑facing responsibilities, including the organisation of client service reviews, business reviews, and contribute to steering committee meetings.
• Collaborate effectively across teams and work independently when needed.
• Occasional travel may be required.
• Execute rebate payment and participate and contribute to process improvements.
• Update client service user guide.

Required Experience

• Minimum of 10 years’ experience working with a team of at least 5 members.
• Strong background in client relationship management, with a proven track record of building trust and loyalty.
• Skilled in coordinating projects, managing timelines, and working with cross-functional teams.
• Some understanding of swift cash transactions.
• Experience in handling escalations and resolving conflicts with professionalism and diplomacy.
• Past sales experience and familiarity with trailer fees, distribution agreements, and industry practices will be advantages.

Key Attributes

• Empathy & Patience: Able to understand and respond to client concerns with care.
• Integrity & Accountability: Maintains high ethical standards, especially when handling sensitive information.
• Resilience: Performs well under pressure and in fast-paced environments.
• Good with numbers.

Core Competencies

• Excellent verbal and written communication skills.
• Strong analytical and problem-solving abilities.
• Adaptable to changing client needs and internal processes.
• Manage complex or high‑value client portfolios.
• Navigating difficult client personalities or situations.
• Anticipating client needs before they surface.

Role-Specific Expertise

• Good understanding of fee structures, fund share classes, and fee variations.
• Hands‑on experience with rebate and trailer fee calculations, including reconciliation and error detection.
• Knowledge of AML/KYC and sanctions screening processes.
• Proficient in managing fee‑related data and generating reports.
• Proven ability to identify and implement process improvements to reduce operational risk.
• Recognized as a go‑to resource for team support and advice.

What we offer

• Attractive and flexible working environment (hybrid)