Head of Client Service & Onboarding (Private Banking)

DBS Bank (Hong Kong) Limited; Hong Kong; On-site; HKD 1,000,000 - 1,800,000; Full time

Job summary

DBS Bank (Hong Kong) Limited is seeking a Head of Client Service Management for Private Banking to lead the CSM, Onboarding, and ARM teams in delivering superior client experience and risk governance. You will drive onboarding excellence, digital initiatives, and a strong control culture in a fast-paced environment.

Based at The Center in Hong Kong, you will partner with Front Office and regional teams to optimize client journeys, compliance, and performance metrics, while developing talent and

Qualifications

• Private Banking operations expertise.
• Deep knowledge of KYC, AML/CFT, client onboarding, and regulatory requirements.
• Strong understanding of Front Office operating models and client lifecycle management.
• Leadership, coaching, and organizational development capabilities.
• Strategic thinking and business acumen.
• Stakeholder management and influencing skills.
• Strong risk and control mindset.
• Project management and transformation leadership.
• Process improvement, digitalisation, and AI adoption capabilities.
• Excellent presentation, communication, and change management skills.

Responsibilities

• 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.
• Partner with 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.
• Lead the Onboarding Team with effective KYC/AML governance guidance.
• Provide strategic oversight on KYC, AML/CFT, and customer due diligence requirements.
• Monitor onboarding productivity and approval rates.
• Partner with Compliance and Regulatory stakeholders.

Skills

Leadership

KYC

AML/CFT

Client lifecycle management

Regulatory knowledge

Stakeholder management

Project management

Digitalisation & AI adoption

Communication & change management

Education

Bachelor's degree

Job description

DBS Bank (Hong Kong) Limited is seeking a Head of Client Service Management for Private Banking to lead the CSM, Onboarding, and ARM teams in delivering superior client experience and risk governance. You will drive onboarding excellence, digital initiatives, and a strong control culture in a fast-paced environment.

Based at The Center in Hong Kong, you will partner with Front Office and regional teams to optimize client journeys, compliance, and performance metrics, while developing talent and