Head of VIP Client Experience Global

Jobstreet Malaysia; Kuala Lumpur; On-site; MYR 180,000 - 240,000; Full time

Job summary

A leading financial services provider is seeking a Head of VIP Client Experience in Kuala Lumpur. The role involves leading a specialized team to deliver a seamless, high-touch service experience for high-net-worth clients. The ideal candidate has extensive experience in VIP Banking or Premium FinTech with exceptional leadership skills. Key responsibilities include defining service standards, managing operations, and driving data-driven growth. The position offers an opportunity to impact client retention and satisfaction significantly.

Qualifications

• 8–15 years in VIP/Priority Banking or Premium FinTech, with 4+ years in leadership.
• Strong understanding of financial markets and regulatory landscapes.
• Exceptional presentation and crisis-management skills.

Responsibilities

• Define service standards to ensure a white-glove experience for clients.
• Lead a global team and promote customer-centric culture.
• Oversee VIP support operations and resolve client issues.

Skills

Leadership

Communication

Data Analysis

Stakeholder Management

Job description

The Head of VIP Client Experience will lead a world-class service organization dedicated to our highest-value global users. You will manage a specialized team of service partners who support our Relationship Managers in delivering a seamless, "concierge-style" experience. This role is ideal for a leader from Private Banking, Premium FinTech, or High-Touch Trading environments who excels at managing senior stakeholders and complex client operations.

Key Responsibilities

• Service Strategy: Define and uphold elite service standards (SLAs/CSAT) to ensure a frictionless, white-glove experience for HNW and institutional clients.
• Team Leadership: Lead and develop a global team of senior service professionals across multiple regions, fostering a culture of urgency and customer-centricity.
• Operational Excellence: Oversee end-to-end VIP support, from rapid issue resolution and risk monitoring to complex escalations (liquidity, compliance, and trading).
• Stakeholder Management: Act as the primary bridge between regional Market Directors and internal teams (Product, Risk, and Compliance) to advocate for the VIP user.
• Data-Driven Growth: Analyze service trends and friction points to influence the product roadmap and optimize operational workflows.

What We’re Looking For

• Experience: 8–15 years in VIP/Priority Banking, Wealth Management, or Premium FinTech support, with at least 4 years in a senior leadership capacity.
• Domain Knowledge: Strong understanding of global financial markets, trading flows, and the regulatory landscape (e.g., AML/KYC, risk controls).
• Leadership: Proven ability to influence executive leadership and lead remote, multi-market teams.
• Communication: Exceptional presentation and crisis-management skills; able to handle sensitive matters with total discretion.
• Adaptability: Thrives in a high-growth, fast-paced environment where proactive problem-solving is essential.

Success Metrics

• Exceptional VIP retention and satisfaction (CSAT/NPS).
• Reduced turnaround times for high-value case resolutions.
• Successful optimization of service workflows and cross-functional partnerships.