Head of Customer Services

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

Head of Customer Services

About Us

Longbridge is an AI-Powered online brokerage that serves global investors with optimal trading experiences through building worldwide trading infrastructure and networks. Longbridge Securities was founded in March 2019 and is headquartered in Singapore. The company holds 22 financial licenses and qualifications across the United States, Hong Kong, Singapore and other regions, having secured over USD150 million in strategic investments from major financial and investment institutions. Its subsidiary, Long Bridge HK Limited (CE No.: BPX066), holds Type 1, 2, 4, and 9 licenses issued by the Hong Kong Securities and Futures Commission (SFC).

The Role

Reporting 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.