Your new company
- An International Bank is seeking a seasoned and dynamic Head of Client Service to lead their Client Service team within the Custody Services business. This team‑head role manages a group of 10 experienced professionals, focused on delivering high‑quality support to institutional clients across all enquiries related to post sales activities, including settlements, corporate actions, and front‑office-related service needs.
Your new role
- Lead day‑to‑day handling of client enquiries on settlement, corporate actions, account maintenance, and other custody operations.
- Act as the senior escalation point for complex or urgent client issues, ensuring timely and effective resolution.
- Promote service excellence and drive continuous improvements in client experience.
- Manage, coach, and develop a team of 10 client service professionals.
- Oversee staffing, workflow prioritisation, performance management, and capability development.
- Create a collaborative, accountable, and solution‑focused team culture.
- Partner closely with Operations teams to resolve issues, enhance processes, and strengthen risk and control standards.
- Work with Front Office / Relationship Management teams on client onboarding, service reviews, and strategic client discussions.
- Liaise with Product, Technology, and regional service partners to ensure consistency and high‑quality client delivery.
What you'll need to succeed
- 15+ years of working experiences in the Client Servicing function within the Financial Services industry, with prior experience in Custody or Securities Services.
- Strong knowledge of the custody securities services industry, specifically in settlement processes, corporate actions, post‑trade operations and front‑office support
- Understanding of Hong Kong market practices; regional exposure is an advantage.
- Proven experience managing institutional client enquiries within a fast‑paced, high‑volume environment.
- Excellent stakeholder management and problem‑solving skills.
What you need to do now
- If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV, or call Keith Ho now @22307474. Alternatively, you can send Keith your CV to keith.ho@hays.com.hk. If this job isn't quite right for you, but you are looking for a new position, please contact us for a confidential discussion on your career.
