Head of Customer Services

Long Bridge HK Limited; Hong Kong Island; On-site; HKD 900,000 - 1,500,000; 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 regulatory P&Ps, and serve as the senior escalation authority for complex client matters. You will collaborate with Compliance, Product and Technology to raise service standards through AI-enabled solutions, ensure SFC compliance, and drive operational resilience across trading hours.

This role requires deep regulatory knowledge, a track record in leadership within an

Qualifications

• Current SFC Licensed Representative for Type 1 (Dealing in Securities) and Type 4 (Advising on Securities) would be advantageous.
• Minimum 7 years in financial services or brokerage within an SFC-licensed organization, including 3+ years in a senior leadership role managing licensed client-facing teams.

Responsibilities

• Draft, implement, and maintain the client service function's P&Ps end-to-end for onboarding, KYC/CDD, accounts, and inquiries.
• Oversee day-to-day servicing during Hong Kong trading hours including document verification, funding/withdrawals, corporate actions, and settlements.
• Establish and monitor service KPIs and SLAs, driving continuous improvement and regulatory compliance.
• Act as final escalation authority for complex client disputes, fraud/AML alerts, and vulnerable clients.

Skills

Leadership

SFC Licensing

Regulatory Compliance

Cross-functional Collaboration

Team Management

Communication Skills

Bilingual Cantonese/English/Mandarin

Job description

Head of Customer Services

About Us

Longbridge 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 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.