Wealth Management - Client Digital Service Specialist

CICC; Hong Kong; On-site; HKD 400,000 - 550,000; Full time

Job summary

CICC in Hong Kong seeks a results-oriented specialist to lead digitalization of client onboarding and service processes. You will map workflows, translate business needs into clear specifications, and drive UAT and changes with IT and frontline staff.

You will develop training materials and monitor system adoption post-launch, ensuring compliance with KYC/AML/GDPR standards and maintaining documentation to support ongoing optimizations. Proficiency in English and Mandarin is essential.

Qualifications

• Bachelor’s degree or above in Business Administration, Information Systems, Finance, or a related field.
• 3–5 years of experience in client service operations, digital transformation, or business analysis in financial services, banking, or fintech.
• Strong ability to translate business requirements into technical specs and create detailed documentation.
• Experience with UAT, system rollouts, and change management; Agile/Scrum familiarity preferred.
• Familiarity with regulatory requirements (e.g., KYC, AML, GDPR/PIPL).
• Excellent communication and stakeholder management; able to bridge business and IT teams.
• Fluent in English and Chinese (Mandarin) in written and spoken form.

Responsibilities

• Lead end-to-end digitalization of client onboarding and service processes.
• Map and redesign workflows into streamlined digital solutions.
• Translate business needs into functional requirements and user stories.
• Coordinate and execute UAT, including test cases and defect tracking.
• Develop training materials, SOPs, and conduct training sessions for staff.
• Monitor system performance and adoption post-launch; act as escalation point for issues.
• Gather user feedback to drive iterative enhancements and optimizations.
• Ensure compliance with internal policies and regulatory standards; maintain version control.

Skills

Stakeholder management

Communication

Business analysis

UAT testing

Education

Bachelor’s degree or higher

Tools

Visio

Lucidchart

Job description

1. Lead the end-to-end digitalization of client account-related processes, covering the full spectrum of Client Onboarding (account opening, KYC, documentation, due diligence) and Client Service (online portal inquiries, service requests, issue resolution).

2. Map existing workflows and redesign them into streamlined, user-centric digital solutions.

3. Collaborate with back-office and IT teams to translate business needs into clear functional requirements, producing detailed requirement documents, user stories, flowcharts, and wireframes. 4. Coordinate and execute User Acceptance Testing (UAT), including test case preparation, defect tracking, and validation of fixes.

5. Develop training materials, SOPs, and quick-reference guides, delivering training sessions and briefings to frontline staff and stakeholders prior to system go-live.

6. Monitor system performance, user adoption, and operational metrics post-launch; act as the first escalation point for digital service issues, troubleshooting and coordinating with IT for timely resolutions.

7. Gather feedback from end users and clients to drive iterative enhancements and functional optimizations, ensuring digital solutions flexibly adapt to evolving onboarding requirements and client service scenarios.

8. Ensure all digital solutions comply with internal policies, regulatory requirements, and data privacy standards; maintain proper documentation and version control for all process and system changes.

Qualification

1. Bachelor’s degree or above in Business Administration, Information Systems, Finance, or a related field.

2. 3–5 years of relevant experience in client service operations, digital transformation, or business analysis within the financial services, banking, or fintech sectors, with a proven track record in digitalizing client-facing processes (e.g., account opening, CRM, client portals).

3. Solid understanding of client lifecycle management and frontline service workflows, with a strong ability to translate business requirements into technical specifications.

4. Hands-on experience with UAT, system rollout, and change management; familiarity with Agile/Scrum methodologies is preferred.

5. Proficient in process mapping tools (e.g., Visio, Lucidchart) and basic data analysis; knowledge of regulatory requirements (e.g., KYC, AML, GDPR/PIPL) is a strong plus.

6. Excellent communication and stakeholder management skills, with the ability to bridge business and IT teams; strong analytical and problem-solving mindset with exceptional attention to detail.

7. Self-motivated, results-oriented, and capable of managing multiple projects simultaneously in a fast-paced, evolving environment; able to remain calm and effective under pressure, demonstrating strong resilience when handling urgent issues.

8. Client-centric and a strong team player with a collaborative attitude; fluent in both English and Chinese (Mandarin), written and spoken.

Disclaimer:

CICC is committed to fostering an environment of equity and diversity. We recognize the importance of fair treatment in all aspects of our business, from recruitment and hiring to professional development and advancement.

CICC aims to build an inclusive workplace that values the diverse backgrounds, ideas, and cultures of our employees. We strive to create an environment where every employee feels heard, supported, and empowered to contribute to the company's growth and success. By leveraging our collective strengths, we aim to drive innovation and achieve excellence in the industry.

It is CICC’s responsibility to provide equal employment opportunities to all prospective employees, regardless of race, ethnicity, gender, age, disability, or any other characteristics protected by law.

The preceding job description has been designed to indicate the general nature and level of the work to be performed by employees within this classification. It is not intended to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job.