Customer Director

Daokou Business Services Limited; Hong Kong; On-site; HKD 1,800,000 - 3,000,000; Full time

Job summary

Daokou Business Services Limited seeks an executive to lead brokerage operations within its Hong Kong-listed securities business. You will build an AI-enabled, human-centered service system, coordinating with Compliance, Advisory, Product and IT to ensure sustainable operations under HK regulations.

You will design multi-tier client segmentation, drive end-to-end client lifecycle improvements, and supervise a 15–30 person team to achieve high retention, conversion, and AUM growth targets.

Qualifications

• SFC-recognized professional qualification (e.g., HKSI licensing) required
• Securities qualification issued by SAC preferred
• Hands-on capability with AI tools such as Coze / WorkBuddy / Kimi
• SFC Type 1 and/or Type 4 licenses preferred

Responsibilities

• Formulate the 3-year strategic plan and annual operating plan for brokerage operations
• Design a three-tier client segmentation operating system for C-side / B-side / HNI clients
• Lead AI-powered tools rollout and dual-layer service system
• Drive transition from traditional execution to AI-assisted operations
• Engage institutional and retail clients to uncover needs and deliver solutions
• Develop growth and retention plans leveraging data analytics
• Redesign core processes from account opening to service delivery
• Manage 15-30 brokerage operations and service professionals
• Ensure compliance with SFC and Mainland China regulations

Skills

Team management

Cross-functional collaboration

Regulatory compliance awareness

Data analytics

AI tools proficiency

Strategic planning

Project / program management

Education

Bachelor's degree in Finance/Economics/Management/Design/CS

Master's degree preferred

Tools

Coze

WorkBuddy

Kimi

Job description

Take full responsibility for the operational management and service system building within the brokerage business line of a Hong Kong-listed securities firm, covering end-to-end client lifecycle management for C-side retail / high-net-worth individual clients and B-side institutional clients. The core objective is to build a "AI + Human" dual-layer service system that drives sustained growth in client conversion, retention, and assets under management (AUM), while reshaping brokerage operations from "traditional execution" to "intelligent operations" through AI tool application and process digitalization. As a key executive of the brokerage business, the role requires close coordination with Compliance, Advisory, Product, and IT departments to ensure operations run efficiently and sustainably within the Hong Kong regulatory framework.

Core Responsibilities (7 Modules)

1. Brokerage Operations Strategy & System Building

• Formulate the 3-year strategic plan and annual operating plan for brokerage operations
• Design a three-tier client segmentation operating system for C-side / B-side / high-net-worth clients

2. "AI + Human" Dual-Layer Service System Building

• Lead the design and rollout of AI-powered tools such as intelligent customer service, smart routing, and client profiling agents
• Build a dual-layer service system combining "AI pre-processing + human high-touch service"
• Drive the customer service team's transition from traditional execution to intelligent operations, and establish AI-collaborative performance review and training mechanisms

3. Client Needs Mining & Service Delivery

• Engage with institutional clients, listed companies, and individual investors to uncover multi-dimensional needs across product usage, wealth management, and trading support
• Drive 100+ client needs to delivery and improve needs response turnaround time
• Deliver customized service solutions for high-net-worth and institutional clients

4. Client Growth & Retention Operations

• Develop tiered growth strategies (acquisition / conversion / retention / reactivation) based on client behavioral data
• Leverage AI-driven data analytics to enable precision product matching and improve conversion and retention rates
• Targets: conversion rate 80%+ / institutional client retention 95%+ / high-net-worth AUM retention 95%+

5. End-to-End Client Experience Optimization

• Redesign core processes including account opening, deposits & withdrawals, product usage, and customer service response
• Drive business process digitalization and product feature iteration to improve client satisfaction (target: 95%+)
• Establish NPS (Net Promoter Score) monitoring and continuous improvement mechanisms

6. Team Management & Capability Building

• Manage a team of 15-30 brokerage operations and service professionals
• Build tiered performance assessment and incentive mechanisms (AI collaboration efficiency / client satisfaction / retention metrics)
• Develop mid-level managers and build a sustainable talent pipeline

7. Cross-Functional Collaboration & Compliance Support

• Collaborate with Product / IT / Compliance / Risk Control / Advisory departments to drive business delivery
• Ensure brokerage operations comply with SFC and Mainland China regulatory requirements (KYC / suitability / anti-money laundering)
• Lead the handling of major client complaints and compliance incidents

Requirements

Education

• Bachelor's degree or above in Finance / Economics / Management / Design / Computer Science or related disciplines
• Master's degree or above (in Finance / Economics / Management / Design / Computer Science or related disciplines) preferred

Licenses & Qualifications

• Required: SFC-recognized professional qualification (e.g., Hong Kong Securities and Investment Institute (HKSI) licensing in Securities)
• Required: Securities qualification issued by the Securities Association of China (SAC)
• Preferred: hands‑on capability with AI tools such as Coze / WorkBuddy / Kimi
• Preferred: SFC Type 1 (Dealing in Securities) and / or Type 4 (Advising on Securities) license

Experience

• 10+ years of experience in brokerage operations within the internet / financial industry
• 5+ years of team management experience
• Must have hands‑on experience in Hong Kong / U.S. equity brokerage business, traditional brokerages, or internet brokerages
• Preferred: experience building brokerage operations service systems from 0 to 1
• Preferred: familiarity with SFC regulatory requirements and cross-border business (Southbound / Northbound Trading)