ED, Team Head, Client Services, Private Banking (Licensed)

China, Beijing Branch; Hong Kong; On-site; HKD 1,200,000 - 2,000,000; Full time

Job summary

DBS in Hong Kong is seeking a Head of Client Service Management to lead the Client Service Management and Onboarding team, driving exceptional client experience, robust risk governance, and efficient account onboarding for Private Banking and Treasures Private Client portfolios.

You will partner with Front Office and Compliance to deliver seamless client service, oversee onboarding, and champion AI-readiness and future-skills development while maintaining stringent regulatory standards.

Qualifications

• Leadership and people-management experience.
• Strong governance and risk-management capabilities.
• Knowledge of KYC/AML requirements and regulatory frameworks.

Responsibilities

• Lead the Client Service Management and Onboarding team to establish a high-performing operating model.
• Oversee onboarding productivity, turnaround times, submission quality, and stakeholder satisfaction.
• Partner with Compliance, ORM, and Front Office to ensure regulatory compliance and effective client service.

Skills

Leadership

People management

Regulatory knowledge

KYC AML

Job description

Business Function

DBS' Private Banking offers a one-stop, full-service touch-point for total banking requirements and provides the highest level of personalised banking. We have a team of dedicated, experienced investment advisors who identify opportunities in the various asset classes and employ the best strategies and product vehicles to cater to each client's needs. Coupled with partnerships within the DBS network and with global institutions, we strive to build long-term relationships with our Private Banking clients in Asia by providing them with high quality, timely and extensive wealth management, investment and financial solutions.

The Head of Client Service Management (CSM) leads the Client Service Management and Onboarding Team, aiming for exceptional client experience, operational excellence, efficient account onboarding, robust risk governance, and sustainable business support for Private Banking and Treasures Private Client. This role involves strategic partnership with various internal stakeholders to support business growth while maintaining high standards of control, regulatory compliance, and client service.

Responsibilities

Leadership and People Management

• Lead the Client Service Management and Onboarding team to establish a high-performing operating model.
• Manage, develop, and coach CSMs, ARMs, and Onboarding Specialists through structured performance management, succession planning, and career development programs.
• Build a sustainable talent pipeline.
• Foster a culture of continuous learning, innovation, accountability, collaboration, and strong PRIDE values.
• Drive employee engagement and create a positive working environment.
• Champion AI readiness, digital literacy, and future-skills development.

Front Office Support and Client Service Excellence

• Partner with the Front Office to provide responsive operational support and deliver a seamless client experience.
• Oversee client servicing activities across the client lifecycle.
• Ensure the CSM team delivers timely, accurate, and efficient support to Front Office teams.
• Act as the primary escalation point for complex matters.
• Support business acquisition efforts.
• Drive service quality improvements and enhance the client journey.
• Establish service standards, governance routines, and performance metrics.

Oversight of Client Onboarding, KYC, and AML Governance

• Lead the Onboarding Team and ensure effective management of end-to-end client onboarding.
• Provide strategic oversight and guidance on KYC, AML/CFT, and customer due diligence requirements.
• Ensure onboarding specialists provide quality advisory support to Front Office.
• Monitor onboarding productivity, turnaround times, submission quality, approval rates, and stakeholder satisfaction.
• Oversee complex and high-risk onboarding cases.
• Drive initiatives to improve KYC quality, reduce rework, strengthen documentation standards, and improve first-time approval rates.
• Partner with Compliance, Financial Crime Risk Management, and regulatory stakeholders.
• Ensure Onboarding Specialists remain updated on regulatory developments.

ARM Management, Development, and Capability Building

• Oversee the ARM management framework and support the development of a highly competent ARM population.
• Collaborate with HR, Finance, Learning & Development, and business stakeholders on ARM recruitment, onboarding, career pathways, and succession planning.
• Ensure delivery of structured ARM induction programmes and continuous skills development initiatives.
• Address ARM productivity challenges and drive initiatives to reduce administrative burden.
• Promote adoption of digital capabilities, AI-enabled tools, and new servicing models.
• Actively engage ARMs through mentoring, coaching, and capability-building programmes.

Risk, Control, and Governance

• Champion a proactive risk culture across the CSM, ARM, and Onboarding ecosystem.
• Ensure adherence to all regulatory requirements, AML/CFT obligations, banking secrecy standards, data privacy requirements, and internal policies.
• Support Front Office governance activities.
• Partner with ORM, Compliance, Audit, Legal, and other control functions.
• Ensure timely completion of mandatory learning, attestations, and compliance requirements.
• Drive awareness of risk trends, control observations, and best practices.
• Ensure timely escalation and resolution of operational incidents, compliance breaches, and governance concerns.

Stakeholder Management and Regional Collaboration

Serve as the key coordination point between Front Office and support functions. Build strong relationships with Senior Market Heads, Team Leads, Compliance, Operations, Technology, ORM, WMO, PPS, Legal, and regional stakehold