Client Experience Lead - Chubb Investment Management

Key Responsibilities:

• Lead mentor and coach the team ensuring staff performance aligns with company goals and objectives.
• Organize training sessions and workshops to educate team members on best practices in client service.
• Oversee client onboarding and act as the gatekeeper of Know Your Client (KYC) procedures ensuring all client documentation is accurate and complete and ensure compliance with regulatory requirements.
• Develop and implement strategies to enhance the overall client experience across various touchpoints and validate client journey processes for increased efficiency and satisfaction.
• Partner closely with internal stakeholders (e.g. Compliance Technology etc.)
• Address and resolve client complaints promptly and effectively maintaining client trust and document and analyze complaints to identify trends and areas for improvement.
• Perform quality checks on team deliverables to maintain high standards of client service.
• Track and optimize performance metrics for the team continuously identifying areas for improvement.
• Analyze client feedback and performance metrics to identify trends and areas for improvement and prepare regular reports on client satisfaction team performance and operational efficiency for senior management.
• Gather and relay client feedback to internal teams to support continuous product/platform improvement.
• Assist the Head of Investment Operations in overseeing daily operational tasks where appropriate.
• Lead and implement Business Continuity Planning (BCP) initiatives to ensure service resilience.
• Manage office administrative tasks related to the Investment Operation Team ensuring smooth day-to-day operations.
• Conduct client face-to-face meetings where required and represent the team at conferences and events.

Qualifications

• Bachelors degree in Business Administration Finance or a related field.
• Proven experience in client service or a similar role within a digital wealth platform with a background in fund dealing or relevant experience.
• Strong leadership and team management skills.
• Excellent interpersonal skills.
• Fluent in English Traditional Chinese and Simplified Chinese with strong writing skills in all three languages.
• Ability to analyze data and generate actionable insights.
• Knowledge of regulatory requirements and KYC procedures.
• Strong organizational and problem-solving skills.