Customer Service Manager - Securities Firm

Randstad Hong Kong Limited; Hong Kong; On-site; HKD 334,800 - 613,800; Full time

Job summary

Randstad Hong Kong Limited seeks a capable Customer Service Supervisor to lead and develop the team responsible for daily account operations, including verification, deposits/withdrawals, and data updates. You will implement SOPs, run training, and ensure high service quality and regulatory compliance.

You will handle inquiries via hotline/email/chat, resolve major client complaints, and support relationships with retail and institutional clients while coordinating with Sales, Trading,

Qualifications

• Bachelor’s degree in a relevant field with hands‑on experience in customer service.
• HOLDER OF SFC Type 1 (Dealing in Securities) Representative License.
• Client‑centric, proactive, self‑driven, detail‑oriented, with strong teamwork spirit.
• Excellent communication and presentation skills, with the ability to work under pressure.
• Proficient in Microsoft Office (especially Excel) and Chinese word processing.
• Languages: Fluent in English and Chinese (Cantonese and Mandarin).

Responsibilities

• Lead and guide the Customer Service team; fully supervise daily account operations, including online/offline account opening verification, fund deposits and withdrawals, information updates, and stock transfers.
• Formulate, implement, and optimize department SOPs and service workflows to enhance efficiency and quality.
• Plan and execute internal team training on securities/derivatives product knowledge, system operations, and regulatory updates.
• Handle customer inquiries via hotline, email, and live chat; provide daily operational support.
• Escalate and resolve major client complaints; establish improvement plans.
• Maintain relationships with retail and institutional clients with professional support.
• Ensure all workflows comply with SFC rules and internal policies; perform KYC/AML/CDD procedures.
• Cooperate with Compliance and Internal Audit on periodic reviews; manage client agreements and records.
• Coordinate with Front-line Sales, Trading Desk, Settlement, IT to align middle-back office operations.
• Participate in testing/upgrades of mobile trading App and CRM; provide product requirements.

Skills

Leadership

Customer service

Team supervision

Regulatory awareness

Communication

Attention to detail

Fluent English & Chinese

Education

Bachelor’s degree in a relevant field

SFC Type 1 license

Tools

Microsoft Excel

Job description

About the job

Team Management & Daily Operations Supervision

• Leadership & Supervision: Lead and guide the Customer Service team; fully supervise daily account operations, including online/offline account opening verification, fund deposits and withdrawals, information updates, and stock transfers.

• SOP & Process Optimization: Formulate, implement, and continuously optimize the department’s Standard Operating Procedures (SOPs) and service workflows to enhance operational efficiency and service quality.

• Training & Development: Plan and execute internal team training to ensure members master securities/derivatives product knowledge, system operations, and the latest regulatory updates.

Client Relationship Management & Complaint Handling

• Daily Support: Handle customer inquiries via hotline, email, and live chat to provide daily operational support.

• Escalation & Resolution: Property handle major client complaints and disputes, and establish subsequent improvement plans.

• Relationship Maintenance: Assist in maintaining strong relationships with retail and institutional clients, delivering professional and personalized support services.

Compliance Review & Risk Control

• Regulatory Compliance: Ensure all customer service workflows strictly comply with Hong Kong Securities and Futures Commission (SFC) regulatory requirements and internal company policies.

• KYC & AML Execution: Rigorously execute Know Your Customer (KYC), Anti-Money Laundering (AML), and Customer Due Diligence (CDD) procedures to ensure the authenticity and completeness of client data.

• Audit & Archiving: Cooperate with Compliance and Internal Audit teams on periodic business reviews; properly manage client agreements, account opening documents, call recordings, and other record archives.

Cross-Departmental Collaboration & System Optimization

• Inter-departmental Coordination: Maintain close communication with Front-line Sales, the Trading Desk, Settlement, and IT departments to ensure seamless alignment of middle-and-back-office operations.

• System Testing & Upgrades: Participate in testing and upgrading the company’s mobile trading App and CRM system, providing product requirements based on client feedback.

• Management Initiatives: Collaborate with senior management to drive cross-departmental projects.

Skills & Experiences Required

• Education & Experience: Bachelor’s degree in a relevant field with hands‑on experience in customer service.

• Licensing: Holder of SFC Type 1 (Dealing in Securities) Representative License.

• Mindset & Attributes: Client‑centric, proactive, self‑driven, detail‑oriented, with strong teamwork spirit.

• Soft Skills: Excellent communication and presentation skills, with the ability to work under pressure.

• Technical Skills: Proficient in Microsoft Office (especially Excel) and Chinese word processing.

• Languages: Fluent in English and Chinese (both Cantonese and Mandarin).