Retail Customer Service & Operations Lead

KGI SECURITIES (SINGAPORE) PTE. LTD.; Shenton Way; On-site; SGD 80,000 - 100,000; Full time

Job summary

A premier financial institution in Singapore seeks a Customer Service & Operations Lead to design operational frameworks for a regional trading platform. The role involves creating a high-touch onboarding experience and managing client support. Candidates should have over 5 years in brokerage operations or fintech support, showcasing expertise in high-stakes environments and process implementation. The position promises a unique opportunity to shape service delivery for modern traders.

Qualifications

• 5+ years of experience in brokerage operations, customer success, or fintech support.
• Ability to thrive in high-stakes environments.
• Expertise in implementing processes to prevent issues.
• Understanding of futures markets and related mechanics.

Responsibilities

• Design and implement client onboarding and KYC processes for key Asian markets.
• Own the customer support tech stack and develop the service model playbook.
• Ensure compliance with MAS standards while maintaining efficiency in operations.
• Provide expertise in the client portal and CRM to assist traders effectively.

Skills

Brokerage operations experience

Customer success knowledge

Fintech support expertise

High-stakes environment management

Process implementation skills

Market mechanics understanding

Tools

CRM systems

Live Chat software

Ticketing systems

Job description

We are not just hiring a manager. We are looking for an operations architect and a trust builder; someone who can design a seamless, high-stakes support ecosystem from the ground up.

As Customer Service & Operations Lead, you will be the backbone of KGI’s next generation trading ecosystem. In the world of high velocity futures, every second counts. You’ll be responsible for ensuring that as we scale, our traders experience the agility of a fintech with the rock-solid reliability of a premier financial institution. This is a rare 0 to 1 opportunity to define what elite support looks like for the modern traders.

Why This Role Matters

You are the bridge between world-class technology and local trust. Your mission is to turn our promise of Institutional Trust and High-Velocity Tech into a lived reality. You will:

• Build the operational framework for a flagship regional futures trading platform.
• Design a concierge-level onboarding experience for thousands of ambitious traders, the Next Level is Futures.
• Lead a team that serves as the frontline of our brand’s credibility and precision.

What you will do

• Operations Architecture: Design and implement end-to-end client onboarding and KYC flows for key Asian markets such as SG, HK, SEA.
• Service Strategy: Own the customer support tech stack (CRM, Live Chat, Ticketing) and author the playbook for a high touch service model.
• Risk & Compliance: Partner with the Risk and Legal teams to ensure all operations meet MAS standards while maintaining a tech-first speed.
• Product Mastery: Become the internal expert on our client portal and CRM, assisting the trader’s journey, ensuring every critical touchpoint such as onboarding, funding, and withdrawals, is handled with institutional precision.

Who You Are

• 5+ Years Experience: in brokerage operations, customer success, or fintech support.
• The Troubleshooter: You thrive in high-stakes environments and remain calm during periods of intense market volatility.
• Process-Driven: You don't just solve problems. You implement processes that prevent them from reoccurring.
• Subject Matter Expertise: You speak the language of the markets. You understand the mechanics of Futures.