This role is responsible for client liaison within Wealth Operations Hong Kong. Key duties include handling agent and customer enquiries in a timely and professional manner, supporting client onboarding and maintenance, supporting transaction request, coordinating reporting, coordinating internally for relevant client responses / feedback, monitoring service quality and client experience, and ensuring compliance with relevant internal policies and procedures, and regulatory requirements.

Position Responsibilities:

• Provide counter service support and resolve customer enquiries professionally.
• Ensure all requests are handled accurately, compliantly, and within defined turnaround times and quality standards.
• Handle agent enquiries via phone and email.
• Collaborate with internal teams to achieve business goals and support operational needs.
• Oversee client onboarding and account maintenance processes, including KYC/AML review, name screening, client agreements, and investigations of suspicious transactions, ensuring compliance with company policies and regulatory requirements.
• Ensure client instruction processing adheres to fund cut‑off times and requirements from fund transfer agencies.
• Ensure internal service level standards and client experience are observed
• Ensure compliance with relevant internal policies and procedures, and regulatory requirement ie. FATCA/CRS reporting, AML policies and procedures.
• Distribute reporting to internal stakeholders on a timely basis.
• Maintain strong collaboration with stakeholders and support management‑assigned projects and team objectives.

Required Qualifications:

• Degree or Diploma holder.
• At least 5 years of relevant experience in wealth management or multi‑product distribution operations with nominee structure. (Candidates with less experience may be considered for Assistant Manager or Senior Officer.)
• SFC Paper 1 License is mandatory.
• Strong customer service and interpersonal skills.
• Quick learner with strong analytical and problem‑solving abilities.
• Self‑motivated, responsible, and able to follow through on commitments.
• Experience in processes and oversight of multi‑fund distribution operations with nominee structure.
• Experience in settlement processing, cash movement, cash reconciliation, and control, including payments between investors and fund houses.
• Knowledge and experience in AML ATF framework, regulatory requirement ie. FATCA and CRS reporting.
• Proactive, detail‑oriented, and committed to delivering high‑quality work.
• Proficient in Microsoft Office (especially Excel and PowerPoint).
• Experience with transfer agency systems, fund distributor operations, or portfolio accounting systems is an advantage.
• Excellent command of written and spoken English and Chinese.

When you join our team:

• We’ll empower you to learn and grow the career you want.
• We’ll recognize and support you in a flexible environment where well-being and inclusion are more than just words.
• As part of our global team, we’ll support you in shaping the future you want to see.

About Manulife and John Hancock

Manulife Financial Corporation is a leading international financial services provider, helping people make their decisions easier and lives better. To learn more about us, visit https://www.manulife.com/en/about/our-story.html.

Manulife is an Equal Opportunity Employer

At Manulife/John Hancock, we embrace our diversity. We strive to attract, develop and retain a workforce that is as diverse as the customers we serve and to foster an inclusive work environment that embraces the strength of cultures and individuals. We are committed to fair recruitment, retention, advancement and compensation, and we administer all of our practices and programs without discrimination on the basis of race, ancestry, place of origin, colour, ethnic origin, citizenship, religion or religious beliefs, creed, sex (including pregnancy and pregnancy-related conditions), sexual orientation, genetic characteristics, veteran status, gender identity, gender expression, age, marital status, family status, disability, or any other ground protected by applicable law.

It is our priority to remove barriers to provide equal access to employment. A Human Resources representative will work with applicants who request a reasonable accommodation during the application process. All information shared during the accommodation request process will be stored and used in a manner that is consistent with applicable laws and Manulife/John Hancock policies. To request a reasonable accommodation in the application process, contact [email protected].