Securities Customer Service Manager — SFC Licensed Leader

Randstad Hong Kong Limited; Hong Kong; On-site; HKD 900,000 - 1,300,000; Full time

Job summary

Randstad Hong Kong Limited is seeking a capable Customer Service Leader for a leading financial institution. You will oversee the daily account operations, verify online/offline openings, process deposits and withdrawals, and ensure accurate data handling while maintaining strong client relationships.

You will develop and refine SOPs, deliver regular team training on securities and derivatives knowledge, regulatory updates, and ensure compliance with SFC rules, KYC/AML/CDD procedures, and

Qualifications

• Bachelor's degree in a relevant field, with hands-on customer service experience.
• Holder of an active SFC Type 1 Licence.
• Client-centric, proactive, self-driven, and detail-oriented with strong teamwork.
• Excellent communication and presentation skills under pressure.
• Proficient in MS Office, especially Excel, and Chinese word processing.
• Fluent in English and Chinese (Cantonese and Mandarin).

Responsibilities

• Lead and supervise daily account operations including online/offline account opening verification, fund deposits and withdrawals, information updates, and stock transfers.
• Formulate, implement, and continuously optimise the department's SOPs and service workflows to enhance operational efficiency and service quality.
• Plan and execute internal team training to ensure members master securities and derivatives product knowledge, system operations, and regulatory updates.
• Handle customer inquiries via hotline, email, and live chat to provide daily operational support.
• Properly handle major client complaints and disputes, and establish subsequent improvement plans.
• Assist in maintaining strong relationships with retail and institutional clients, delivering professional and personalised support services.
• Ensure all customer service workflows strictly comply with Hong Kong SFC regulatory requirements and internal company policies.
• Rigorously execute KYC, AML, and CDD procedures to ensure the authenticity and completeness of client data.
• Cooperate with Compliance and Internal Audit teams on periodic business reviews; properly manage client agreements, account opening documents, call recordings, and other record archives.
• Maintain close cross-departmental communication to ensure seamless alignment of middle-and-back-office operations.
• Participate in testing and upgrading the company's mobile trading App and CRM system, providing product requirements based on client feedback.
• Collaborate with senior management to drive cross-departmental projects.

Skills

Client focus

Communication skills

Excel / MS Office

Bilingual English & Chinese

Teamwork

Education

Bachelor's degree in a relevant field

Tools

SFC Type 1 Licence

Job description

Randstad Hong Kong Limited is seeking a capable Customer Service Leader for a leading financial institution. You will oversee the daily account operations, verify online/offline openings, process deposits and withdrawals, and ensure accurate data handling while maintaining strong client relationships.

You will develop and refine SOPs, deliver regular team training on securities and derivatives knowledge, regulatory updates, and ensure compliance with SFC rules, KYC/AML/CDD procedures, and