Your Team Responsibilities
The MSCI Global Client Service team sits within the Client Coverage organization and is composed of experienced professionals who provide first-tier support across MSCI's full product suite including Index, Analytics, Real Assets, Sustainability & Climate, and Private Capital Solutions. Team members directly assist institutional clients via phone and email, responding to detailed questions on products, methodology, and data, while delivering both reactive support and proactive client servicing to drive satisfaction and retention. The team serves MSCI's institutional client base through a combination of phone, email, and in-person engagement, working in close partnership with Sales, Consultants, and Key Account Managers to support retention, renewals, and client satisfaction across the globe.
As Head of Client Service, APAC, you will lead the regional team across key APAC markets. You will report to the Global Head of Client Service and serve as the most senior client service leader in the region, accountable for service quality, team performance, and operational excellence across all product lines.
Your Key Responsibilities
- Lead, develop, and inspire a regional team of across multiple APAC locations, fostering a high-performance, client centric culture.
- Set clear performance goals, conduct regular reviews, and manage career development and succession planning across the team.
- Act as the senior escalation point for complex or high-priority client issues across all product lines in the region; ensure timely and satisfactory resolution while maintaining strong client trust.
- Partner with Sales and Consultant teams to support retention, renewal, and expansion of client relationships through proactive service engagement and client intelligence.
- Ensure consistent, high-quality client service delivery across all MSCI product lines in APAC, holding the team accountable to established standards and response expectations.
- Monitor and enforce service standards, SLAs, and operational KPIs across the regional team, identifying gaps and driving corrective action where needed.
- Work closely with global CS leadership to align regional operations with the firm's Future of Servicing strategy and broader transformation agenda.
- Ensure the APAC CS team is well-trained and kept current on product developments, methodology changes, and new launches across all verticals.
- Provide regular reporting to global leadership on regional service performance, client health, escalation trends, and team capacity.
Your skills and experience that will help you excel
- 15+ years of professional experience in financial services, with significant exposure to client-facing roles in investment management, financial data, or financial technology.
- 7+ years of people management experience, with a demonstrated track record of leading large, multi-location teams and building strong service cultures.
- Deep knowledge of MSCI's product ecosystem or equivalent, ncluding equity and fixed income indexes, factor-based risk analytics, real assets benchmarks, ESG/climate data, or private market solutions.
- Proven ability to manage senior client relationships and navigate complex escalations with professionalism and sound judgment.
- Strong commercial acumen and understanding of how client service drives retention, expansion, and overall client satisfaction.
- Excellent communication and presentation skills; able to engage credibly with C-suite clients and internal stakeholders, and articulate complex financial concepts clearly in both written and verbal form.
- Proficiency in service tools and CRM platforms such as Salesforce; strong analytical skills including advanced use of Excel and data reporting tools.
- A numerate undergraduate degree in Finance, Economics, Engineering, Mathematics, Statistics, or a related discipline; CFA, FRM, or equivalent professional qualification is strongly preferred.
About MSCI
What we offer you
- Transparent compensation schemes and comprehensive employee benefits, tailored to your location, ensuring your financial security, health, and overall wellbeing.
- Flexible working arrangements, advanced technology, and collaborative workspaces.
- A culture of high performance and innovation where we experiment with new ideas and take responsibility for achieving results.
- A global network of talented colleagues, who inspire, support, and share their expertise to innovate and deliver for our clients.
- Global Orientation program to kickstart your journey, followed by access to our Learning@MSCI platform, AI Learning Center , LinkedIn Learning Pro and tailored learning opportunities for ongoing skills development.
- Multi-directional career paths that offer professional growth and development through new challenges, internal mobility and expanded roles.
- We actively nurture an environment that builds a sense of inclusion belonging and connection, including eight Employee Resource Groups. All Abilities, Asian Support Network, Black Leadership Network, Climate Action Network, Hola! MSCI, Pride & Allies, Women in Tech, and Women’s Leadership Forum.
At MSCI we are passionate about what we do, and we are inspired by our vision – to power better decisions. You’ll be part of an industry-leading network of creative, curious, and entrepreneurial pioneers. This is a space where you can challenge yourself, set new standards and perform beyond expectations for yourself, our clients, and our industry.
MSCI strengthens global markets by connecting participants across the financial ecosystem with a common language. Our research-based data, analytics and indexes, supported by advanced technology, set standards for global investors and help our clients understand risks and opportunities so they can make better decisions and unlock innovation. We serve asset managers and owners, private-market sponsors and investors, hedge funds, wealth managers, banks, insurers and corporates.
MSCI Inc. is an equal opportunity employer. It is the policy of the firm to ensure equal employment opportunity without discrimination or harassment on the basis of race, color, religion, creed, age, sex, gender, gender identity, sexual orientation, national origin, citizenship, disability, marital and civil partnership/union status, pregnancy (including unlawful discrimination on the basis of a legally protected parental leave), veteran status, or any other characteristic protected by law. MSCI is also committed to working with and providing reasonable accommodations to individuals with disabilities. If you are an individual with a disability and would like to request a reasonable accommodation for any part of the application process, please email Disability.Assistance@msci.com and indicate the specifics of the assistance needed. Please note, this e-mail is intended only for individuals who are requesting a reasonable workplace accommodation; it is not intended for other inquiries.
To all recruitment agencies
MSCI does not accept unsolicited CVs/Resumes. Please do not forward CVs/Resumes to any MSCI employee, location, or website. MSCI is not responsible for any fees related to unsolicited CVs/Resumes.
Note on recruitment scams
We are aware of recruitment scams where fraudsters impersonating MSCI personnel may try and elicit personal information from job seekers. Read our full note on careers.msci.com
