Client Experience Lead

Key Responsibilities: Lead, mentor, and coach the team, ensuring staff performance aligns with company goals and objectives. Organize training sessions and workshops to educate team members on best practices in client service. Oversee client onboarding and act as the gatekeeper of Know Your Client (KYC) procedures, ensuring all client documentation is accurate and complete, and ensure compliance with regulatory requirements. Develop and implement strategies to enhance the overall client experience across various touchpoints and validate client journey processes for increased efficiency and satisfaction. Partner closely with internal stakeholders (e.g., Compliance, Technology, etc.). Address and resolve client complaints promptly and effectively, maintaining client trust, and document and analyze complaints to identify trends and areas for improvement. Perform quality checks on team deliverables to maintain high standards of client service. Track and optimize performance metrics for the team, continuously identifying areas for improvement. Analyze client feedback and performance metrics to identify trends and areas for improvement, and prepare regular reports on client satisfaction, team performance, and operational efficiency for senior management. Gather and relay client feedback to internal teams to support continuous product/platform improvement. Assist the Head of Investment Operations in overseeing daily operational tasks where appropriate. Lead and implement Business Continuity Planning (BCP) initiatives to ensure service resilience. Manage office administrative tasks related to the Investment Operation Team, ensuring smooth day-to-day operations. Conduct client face-to-face meetings where required and represent the team at conferences and events.

• Lead, mentor, and coach the team, ensuring staff performance aligns with company goals and objectives.
• Organize training sessions and workshops to educate team members on best practices in client service.
• Oversee client onboarding and act as the gatekeeper of Know Your Client (KYC) procedures, ensuring all client documentation is accurate and complete, and ensure compliance with regulatory requirements.
• Develop and implement strategies to enhance the overall client experience across various touchpoints and validate client journey processes for increased efficiency and satisfaction.
• Partner closely with internal stakeholders (e.g., Compliance, Technology, etc.)
• Address and resolve client complaints promptly and effectively, maintaining client trust, and document and analyze complaints to identify trends and areas for improvement.
• Perform quality checks on team deliverables to maintain high standards of client service.
• Track and optimize performance metrics for the team, continuously identifying areas for improvement.
• Analyze client feedback and performance metrics to identify trends and areas for improvement, and prepare regular reports on client satisfaction, team performance, and operational efficiency for senior management.
• Gather and relay client feedback to internal teams to support continuous product/platform improvement.
• Assist the Head of Investment Operations in overseeing daily operational tasks where appropriate.
• Lead and implement Business Continuity Planning (BCP) initiatives to ensure service resilience.
• Manage office administrative tasks related to the Investment Operation Team, ensuring smooth day-to-day operations.
• Conduct client face-to-face meetings where required and represent the team at conferences and events.

• Bachelor’s degree in Business Administration, Finance, or a related field.
• Proven experience in client service or a similar role within a digital wealth platform, with a background in fund dealing or relevant experience.
• Strong leadership and team management skills.
• Excellent interpersonal skills.
• Fluent in English, Traditional Chinese, and Simplified Chinese, with strong writing skills in all three languages.
• Ability to analyze data and generate actionable insights.
• Knowledge of regulatory requirements and KYC procedures.
• Strong organizational and problem-solving skills.

• 401k matching
• Health insurance
• Flight privileges

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