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.

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