Client Experience Lead - Chubb Investment Management
Client Experience Lead - Chubb Investment Management
Posted on :
12-09-2025
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1 Vacancy
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Job Description
Description
Qualifications
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
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.
Employment Type
Full-Time
Key Skills
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