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.