Head of VIP Client Experience Global

Private Advertiser; Kuala Lumpur; On-site; MYR 200,000 - 300,000; Full time

Job summary

A leading financial services company is seeking a Head of VIP Client Experience in Kuala Lumpur to lead a specialized team dedicated to delivering exceptional service to high-value clients. The ideal candidate will have 8-15 years of experience in VIP Banking, with a strong focus on team leadership, operational excellence, and stakeholder management. This role requires exceptional communication skills, adaptability in a fast-paced environment, and a proven track record of enhancing client satisfaction and retention.

Qualifications

• 8-15 years in VIP/Priority Banking or Wealth Management.
• At least 4 years in a senior leadership role.
• Strong understanding of financial markets and regulations.

Responsibilities

• Define and uphold elite service standards.
• Lead a global team of senior service professionals.
• Oversee end-to-end VIP support processes.
• Act as a bridge between regional Market Directors and internal teams.
• Analyze service trends to optimize operations.

Skills

Leadership

Crisis management

Data analysis

Stakeholder management

Adaptability

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.