Head of Client Services & Regulatory Operations

Longbridge; Hong Kong; On-site; HKD 1,000,000 - 2,000,000; Full time

Job summary

Longbridge is seeking a Head of Customer Services in Hong Kong to lead a team of licensed client support professionals, own P&Ps to ensure SFC compliance, and serve as the senior escalation authority for complex client matters.

You will partner with Compliance, Product and Technology to elevate service standards through AI integration, manage day-to-day operations during HK trading hours, and drive KPI improvements while maintaining high ethical standards.

Qualifications

• Current SFC Licensed Representative for Type 1 (Dealing in Securities) regulated activity; Type 4 license is advantageous.
• Minimum 7 years in financial services or brokerage within an SFC-licensed firm; at least 3 years in a senior leadership role.
• Deep knowledge of SFO, SFC Code of Conduct, AML/CFT guidelines, and related regulatory standards.
• Experience drafting and updating compliance P&Ps within a licensed broker or asset manager.
• Proven capability to manage complex escalations, disputes, and drive KPI improvements.
• Professional fluency in Cantonese, English, and Mandarin.

Responsibilities

• Policies & Procedures Ownership: Draft, implement, and maintain client service P&Ps end-to-end including onboarding, KYC/CDD, accounts, and communications.
• Review regulatory updates and optimize P&Ps for ongoing SFC alignment.
• Manage complaint-handling framework and report MI to senior management.
• Support regulatory inspections, audits, license variations, and external communications with Legal and Compliance.
• Deliver regulatory and product training while monitoring licensing status and CPT compliance.
• Lead a team of SFC-licensed client support professionals across all channels.
• Oversee day-to-day servicing during Hong Kong hours: verifications, funding/withdrawals, corporate actions, inquiries, and stock transfers.
• Establish and monitor KPIs and SLAs; drive workforce planning and quality assurance.
• Serve as final escalation authority for complex or high-value cases including disputes and AML alerts.
• Translate client patterns into product/workflow improvements; collaborate with Product/Engineering on AI/tools integration.
• Support operational resilience and incident management affecting client servicing.

Skills

SFC Licensed Rep

Regulatory Compliance

Leadership

Dispute Resolution

Languages: Cantonese/English/Mandarin

Integrity & Judgment

Job description

Longbridge is seeking a Head of Customer Services in Hong Kong to lead a team of licensed client support professionals, own P&Ps to ensure SFC compliance, and serve as the senior escalation authority for complex client matters.

You will partner with Compliance, Product and Technology to elevate service standards through AI integration, manage day-to-day operations during HK trading hours, and drive KPI improvements while maintaining high ethical standards.