Head of Customer Services

Longbridge Singapore; Hong Kong; On-site; HKD 1,200,000 - 2,000,000; Full time

Job summary

Longbridge is seeking a senior leader to oversee regulatory operations and client services for its SFC-licensed Hong Kong unit. Reporting to senior management, you will own P&Ps, ensure SFC compliance, and partner with Compliance, Product, and Technology to elevate service through AI integration.

You will lead a team of licensed client support professionals, manage onboarding, KYC/CDD, and escalation handling, while driving KPIs, audits, and training to maintain licensing standards.

Qualifications

• Current SFC Licensed Representative for Type 1 (Dealing in Securities); Type 4 license is advantageous.
• 7+ years in financial services or brokerage within an SFC-licensed firm; 3+ years in senior leadership managing licensed client-facing teams.
• Deep knowledge of the SFO, SFC Code of Conduct, AML/CFT guidelines, and related regulatory standards.
• Proven track record managing complex escalations, handling client complaints, and driving KPI improvements.

Responsibilities

• Lead, coach, and develop a team of SFC-licensed client support professionals across all channels.
• Oversee day-to-day servicing during Hong Kong trading hours, including onboarding, KYC/CDD, account maintenance, and trade/enquiry handling.
• Set and monitor service KPIs and SLAs; manage workforce planning, coverage, and quality assurance.
• Act as final escalation authority for complex, sensitive, or high-value cases, including disputes and AML alerts.

Skills

Licensing & Regulatory Standing

Industry Experience

Compliance & Technical Expertise

Leadership & Dispute Resolution

Language Proficiency

Personal Attributes

Job description

About UsLongbridge is an AI-powered online brokerage built for global investors — combining world-class trading infrastructure with a product-first approach to the client experience. Founded in 2019 and holding financial licenses across Hong Kong, Singapore, the United States, New Zealand, and other markets, Longbridge has secured over US$150 million in strategic investment from major financial institutions. Our Hong Kong subsidiary, Longbridge Securities (Hong Kong) Limited (CE No.: BPX066), is licensed by the SFC for Type 1, 2, 4, and 9 regulated activities.

Job Description About UsLongbridge is an AI-powered online brokerage built for global investors — combining world-class trading infrastructure with a product-first approach to the client experience. Founded in 2019 and holding financial licenses across Hong Kong, Singapore, the United States, New Zealand, and other markets, Longbridge has secured over US$150 million in strategic investment from major financial institutions. Our Hong Kong subsidiary, Longbridge Securities (Hong Kong) Limited (CE No.: BPX066), is licensed by the SFC for Type 1, 2, 4, and 9 regulated activities. The RoleReporting directly to senior management, you will lead a team of licensed client support professionals, own and maintain operational policies and procedures (P&Ps) to ensure continuous SFC compliance, act as the senior escalation authority for complex client matters, and partner closely with Compliance, Product, and Technology teams to elevate service standards through AI integration. Key Responsibilities Compliance & Regulatory Operations

• Policies & Procedures (P&P) Ownership: Draft, implement, and maintain the client service function's P&Ps end-to-end — covering client onboarding, CDD/KYC, account opening/maintenance, order and enquiry handling, record keeping, and communication archiving — ensuring execution in practice, not just on paper.
• Continuous Review & Optimization: Continuously monitor regulatory updates, operational feedback, and business changes; review, update, and revise existing P&Ps as seen fit to ensure ongoing alignment with SFC expectations and internal best practices.
• Complaint-handling framework Ownership: Ensure disputes are investigated and resolved within required timelines. Perform root-cause analysis and report management information (MI) to senior management and Compliance.
• Regulatory Inspections & Audits: Support regulatory inspections, internal/external audits, license variations, and ad-hoc SFC communications in close coordination with Legal and Compliance.
• Team Competence & Training: Deliver ongoing regulatory and product training to licensed team members while monitoring licensing status, CPT compliance, and overall regulatory competence.

Team Leadership & Operations Oversight

• Team Leadership: Lead, coach, and develop a team of SFC-licensed client support professionals across all channels
• Operations Oversight: Oversee day-to-day servicing across Hong Kong trading hours, including document verification, funding/withdrawals, corporate actions, trade/settlement enquiries, and stock transfers.
• Performance Management & KPIs: Establish and monitor service KPIs and SLAs across all channels, managing workforce planning, coverage, and quality assurance to drive continuous operational improvement.
• Escalation & Dispute Resolution: Act as the final escalation authority for complex, sensitive, or high-value cases, including client disputes, suspected fraud/AML alerts, and vulnerable client management under pressure.

Client Experience & Cross-Functional Innovation

• Client Advocacy: Translate complaint and enquiry patterns into actionable product, workflow, and operational improvements.
• Technology & AI Modernization: Collaborate with Product and Engineering teams to integrate AI-driven tools, enhance self-service channels, and modernize the digital client journey while reducing contact volume.
• Operational Resilience: Partner with internal stakeholders to contribute to the firm's operational resilience, business continuity planning, and incident management protocols affecting client servicing.

What You Bring

• Licensing & Regulatory Standing: Current SFC Licensed Representative for Type 1 (Dealing in Securities) regulated activity; Type 4 (Advising on Securities) license is highly advantageous.
• Industry Experience: Minimum 7 years in financial services or brokerage within an SFC-licensed corporation, including at least 3 years in a senior leadership role managing licensed client-facing teams.
• Compliance & Technical Expertise: Deep working knowledge of the SFO, SFC Code of Conduct, AML/CFT Guidelines, and related regulatory standards (client identity, agreements, and record keeping). Direct experience drafting, implementing, reviewing, and continuously updating compliance P&Ps within a licensed broker or asset manager.
• Leadership & Dispute Resolution: Proven track record of managing complex escalations, handling client complaints, resolving disputes under pressure, and driving operational KPI and client satisfaction enhancements.
• Language Proficiency: Professional fluency (spoken and written) in Cantonese, English, and Mandarin.
• Personal Attributes: Uncompromising integrity, sound judgment, meticulous attention to detail, strong stakeholder management capabilities, and a calm, structured approach to problem-solving.