Head of Client Experience

Our purpose is to give everyone real confidence to put their money to work. With a heritage dating back more than 175 years, we have a long history of innovation in savings and investments, combining asset management and insurance expertise to offer a wide range of solutions. 

Our two distinct operating segments, Asset Management and Life, work together to provide access to balanced, long-term investment and savings solutions.

Through telling it like it is, owning it now, and moving it forward together with care and integrity; we are creating an exceptional place to work for exceptional talent.

We will consider flexible working arrangements for any of our roles and also offer work place accommodations to ensure you have what you need to effectively deliver in your role.

Our purpose is to give everyone real confidence to put their money to work. We act with care – treating customers, clients and colleagues with the same level of respect we would expect for ourselves. And we invest with care, making choices for the long term. We empower our people at M&G to do the right thing, honouring our commitments to others and acting with conviction. Our business is built on trust and we don’t take that lightly.

The Role

The Head of APAC Client Experience is responsible for leading and evolving the APAC Client Experience team, with accountability for delivering consistent, high-quality client experience and client servicing. This role combines strategic leadership with operational oversight, ensuring client relationships are strengthened, servicing delivery is robust, and the function is positioned to scale in support of business growth.

As a senior representative of the business, the role supports the Global Head of Client Experience shape and execute the Client Experience strategy, aligning closely with Client Group, Investment, and Operations teams. It plays a key role in embedding a disciplined, governance-led servicing model while driving continuous improvement in client experience and outcomes. The role also contributes to the broader Client Experience (CX) agenda, ensuring that client needs and perspectives are embedded in change initiatives and strategic priorities.

Key Responsibilities for this role:

Client Experience Strategy and Delivery

• Define and deliver the APAC Client Experience strategy, aligned to the wider client experience vision and global Client Experience strategy
• Support the development of a scalable client servicing model across the end-to-end client lifecycle. Working closely with the Client Experience senior leadership team to ensure global consistency and standards
• Continuously enhance the client experience by identifying improvement opportunities and embedding best practice across the function
• Monitor market and client trends to inform engagement strategies and service evolution
• Build strong, effective relationships with senior stakeholders across Client Group, Investment, and Operations teams
• Develop and improve alignment across internal teams to deliver timely and coordinated client outcomes

Leadership and Team Management

• Lead, manage and develop the APAC Client Experience team, including Client Directors and Client Associates, setting clear priorities and performance expectations
• Evolve capabilities to support growth and transformation of the APAC Client Experience team
• Foster a collaborative, high-performing team culture
• Support senior client interactions and strategic relationship management, including key institutional and wholesale clients

Client Relationships and Oversight

• Manage a small book of clients to provide ongoing direct insight of client management requirements
• Maintain overall accountability for the quality and consistency of client servicing and communications for APAC institutional and wholesale clients
• Act as a senior escalation point for complex client issues, ensuring timely and effective resolution
• Ensure strong relationship management across institutional, wholesale and advisory client segments where relevant
• Partner with Client Group and Investment teams to retain assets under management and deepen client relationships

Operational Oversight and Governance

• Own and uphold governance, and risk and control frameworks across APAC Client Experience, ensuring consistent adherence and providing effective oversight through robust MI
• Use data-led insights to oversee team performance, strengthen governance reporting, and drive operational efficiency and client experience improvement.
• Ensure robust and consistent delivery of client servicing processes, including reporting, onboarding, mandate changes and issue resolution
• Drive high standards in client data management, controls and auditability
• Represent client experience for APAC clients’ requirements in change programmes and transformation initiatives

Key Knowledge, Skills & Experience:

• Deep experience in the APAC market, and institutional and wholesale client experience within an asset management environment
• Strong understanding of investment strategies across asset classes, including public and private markets
• Proven leadership experience, including managing and transforming client-facing teams
• Strong knowledge of client servicing models, operational processes and delivery frameworks, client types and product structures
• Understanding of regulatory and governance expectations relevant to client servicing and communications
• Ability to balance strategic leadership with operational detail, providing oversight and informed challenge
• Strong stakeholder management and influencing skills, with the ability to engage senior internal and external stakeholders

We have a diverse workforce and an inclusive culture at M&G plc, underpinned by our policies and our employee-led networks who provide networking opportunities, advice and support for the diverse communities our colleagues represent. Regardless of gender, ethnicity, age, sexual orientation, nationality, disability or long-term condition, we are looking to attract, promote and retain exceptional people. We also welcome those who take part in military service and those returning from career breaks.