About the Opportunity

Job Type: Fixed Term Contractor

Contract duration : 11 months.

Application Deadline: 14 August 2026

Title                 Client Services Officer, Hong Kong Workplace & Personal Investing (Fixed-Term Contract)

Department    Hong Kong Workplace & Personal Investing Business

Location          Hong Kong

Reports To      Client Services Senior Manager, Hong Kong Workplace & Personal Investing

Level                Associate / Officer / Specialist

Fidelity International is a global asset manager providing investment solutions, retirement expertise and services to over 2.5 million clients worldwide across more than 25 markets. In Hong Kong, Fidelity has built a strong presence in retirement and personal investing, supporting employers and individuals through MPF, ORSO and investment solutions. By combining global investment expertise with local market experience, Fidelity Hong Kong plays a key role in helping clients achieve long-term financial security and build better retirement outcomes.

Our Workplace & Personal Financial Health business delivers investment solutions, third-party offerings, administration services and retirement guidance to individuals, employers and advisers. Together with our Investment Solutions & Services business, we manage US$437 billion on behalf of clients. By combining our asset management expertise with workplace and personal investing solutions, we aim to build better financial futures.

We are committed to fostering an inclusive and diverse workplace, welcoming talent from all backgrounds. As a flexible employer, we empower our people to work in ways that best support their performance, our clients, and our business. We also support individuals who may require reasonable adjustments throughout the recruitment process and beyond.

About your team

A client-focused team delivering high-quality MPF and pension services, ensuring seamless operations and trusted support across all client touchpoints, directly impacting customer experience and service reliability in Hong Kong.

About your role
 

This 12-month contract role support the Client Services team in handling MPF / pension-related BAU operations following the implementation of the eMPF platform. The role focuses on managing member servicing enquiries, supporting operational processes, and ensuring continuity of service levels during a temporary manpower gap. It also aims at providing top-notch services to our end investors across different client touchpoints, while participating in ad-hoc tasks, campaigns, and projects to deliver a world-class client experience.

About you

Key Responsibilities

• Handle inbound and outbound client enquiries, with a focus on MPF and pension-related services
• Manage client correspondence, case handling and complaint resolution
• Handle walk-in clients face to face
• Follow issues relating to “Not In Good Order” (NIGO) instructions
• Provide administrative and operational support to ensure smooth BAU delivery
• Ensure service quality and turnaround time meet defined KPIs
• Escalate complex cases appropriately and work collaboratively with internal teams
• Assist in managing service requests from pension members and internal stakeholders
• Support ad-hoc tasks and system improvement initiatives assigned my line manager

Experience and Qualifications Required

• University graduate in business, finance, or related discipline
• Minimum 2 years’ experience in client services, preferably with MPF / pension servicing exposure
• MPF licence (MPFA registration)
• Prior experience in call centre / financial services / fund administration is an advantage
• Excellent communication skills in English, Cantonese, and Mandarin
• Strong client service orientation with the ability to manage multiple tasks
• Proficient in Microsoft Office (Excel, Word, PowerPoint)
• Detail-oriented, with strong problem-solving and interpersonal skills
• Open-mindedness & positive attitude to work
• A sound understanding of Hong Kong eMPF / pension operations is an advantage

Feel rewarded

For starters, we’ll offer you a comprehensive benefits package. We’ll value your wellbeing and support your development. And we’ll be as flexible as we can about where and when you work – finding a balance that works for all of us. It’s all part of our commitment to making you feel motivated by the work you do and happy to be part of our team.

For more about our work, our approach to dynamic working and how you could build your future here, visit careers.fidelityinternational.com.