Client Experience Lead - Chubb Investment Management

Chubb External; Hong Kong; On-site; HKD 600,000 - 1,200,000; Full time

Job summary

Chubb Investment Management Hong Kong seeks a Client Experience Lead to oversee onboarding, KYC compliance, and the end-to-end client journey. You will partner with Compliance and other departments to resolve cases and ensure regulatory alignment.

In this role, you’ll lead client experience initiatives, analyze performance data, and drive improvements across operations, events, and stakeholder engagement, while mentoring the team to uphold exceptional service standards.

Qualifications

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

Responsibilities

• Gatekeeper for account opening and onboarding, ensuring accuracy, completeness, and compliance with KYC and regulatory standards.
• Manage client feedback with Compliance and relevant departments to address cases in accordance with policies and regulatory standards.
• Develop strategies to enhance the client experience and resolve client complaints efficiently.
• Analyze performance metrics to identify opportunities for operational improvement and report findings to senior management.
• Organize training sessions and coach the team to ensure continuous improvement and high service standards.
• Act as senior representative within Operations, providing oversight and hands-on support for seamless, compliant operations and event coordination.

Skills

Leadership

Client service

Data analysis

KYC procedures

Regulatory knowledge

English/Chinese

Education

Bachelor’s degree in Business Administration, Finance, or related field

Job description

Client Experience Lead - Chubb Investment Management

Hong Kong

Job Description

Client Experience & Operations

• Serve as the gatekeeper for all account opening and onboarding processes, ensuring accuracy, completeness, and compliance with KYC and regulatory requirements.

Take primary responsibility for managing client feedback, working directly and collaboratively with Compliance and relevant departments to assess, address, and resolve each case in accordance with company policies and regulatory standards

• Develop and implement strategies to enhance the client experience and resolve client complaints efficiently.
• Analyze performance metrics to identify opportunities for operational improvement and report findings to senior management.
  

Team Management

• Organize training sessions and coach to the team to ensure continuous improvement and professional development and uphold high standards of client service.
• Act as the senior representative within the Operations team, providing oversight and hands‑on support across all operational functions as necessary to ensure seamless and compliant business operations in accordance with industry standards and regulatory requirements.
  

Corporate Engagement & Event Management

• Act as the primary representative for the company in coordinating and executing marketing events, conferences, and related activities.
• Collaborate and communicate with internal and external stakeholders to ensure the smooth delivery of events and to support product, platform, and business development initiatives.

Qualifications

• 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, interpersonal, organizational, and problem‑solving 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

Job Info

• Job Identification 32147
• Job Schedule Full time
• Regular or Temporary Regular
• Job Category Customer Experience
• Business Unit Hong Kong
• Legal Employer Chubb Investment Management Hong Kong