Client Experience & Onboarding Lead

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

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.