customer services manager - securities firm.

A reputable financial institution in Hong Kong, offering comprehensive securities and derivatives trading services. Known for its commitment to regulatory excellence and client satisfaction, the firm provides a dynamic, stable, and highly collaborative environment for financial professionals to grow and thrive in a competitive market.

about the team.You will lead a dedicated and professional customer service team, working collaboratively in a fast-paced environment. The team maintains close communication with front-line sales, the trading desk, settlement, and IT departments, ensuring a seamless and supportive middle-and-back-office operation.

about the job.

• Lead and guide the Customer Service team; fully supervise daily account operations, including online/offline account opening verification, fund deposits and withdrawals, information updates, and stock transfers.
• Formulate, implement, and continuously optimise the department’s Standard Operating Procedures (SOPs) and service workflows to enhance operational efficiency and service quality.
• Plan and execute internal team training to ensure members master securities and derivatives product knowledge, system operations, and the latest regulatory updates.
• Handle customer inquiries via hotline, email, and live chat to provide daily operational support.
• Properly handle major client complaints and disputes, and establish subsequent improvement plans.
• Assist in maintaining strong relationships with retail and institutional clients, delivering professional and personalised support services.
• Ensure all customer service workflows strictly comply with Hong Kong Securities and Futures Commission (SFC) regulatory requirements and internal company policies.
• Rigorously execute Know Your Customer (KYC), Anti-Money Laundering (AML), and Customer Due Diligence (CDD) procedures to ensure the authenticity and completeness of client data.
• Cooperate with Compliance and Internal Audit teams on periodic business reviews; properly manage client agreements, account opening documents, call recordings, and other record archives.
• Maintain close cross-departmental communication to ensure seamless alignment of middle-and-back-office operations.
• Participate in testing and upgrading the company’s mobile trading App and CRM system, providing product requirements based on client feedback.
• Collaborate with senior management to drive cross-departmental projects.

skills & experiences required.

• Bachelor’s degree in a relevant field with hands-on experience in customer service and daily operations.
• Holder of an active SFC Type 1 (Dealing in Securities) Representative Licence.
• Client-centric, proactive, self-driven, and detail-oriented, with a strong teamwork spirit.
• Excellent communication and presentation skills, with the ability to work effectively under pressure.
• Proficient in Microsoft Office (especially Excel) and Chinese word processing.
• Fluent in English and Chinese (both Cantonese and Mandarin).