Head of Client Service Management - Client Services

Business Function

DBS’ Private Banking offers a one-stop, full-service touch-point for total banking requirements and provides the highest level of personalised banking. We have a team of dedicated, experienced investment advisors who identify opportunities in the various asset classes and employ the best strategies and product vehicles to cater to each client’s needs. Coupled with partnerships within the DBS network and with global institutions, we strive to build long-term relationships with our Private Banking clients in Asia by providing them with high quality, timely and extensive wealth management, investment and financial solutions.

The Head of Client Service Management (CSM) leads the Client Service Management and Onboarding Team, aiming for exceptional client experience, operational excellence, efficient account onboarding, robust risk governance, and sustainable business support for Private Banking and Treasures Private Client. This role involves strategic partnership with various internal stakeholders to support business growth while maintaining high standards of control, regulatory compliance, and client service.

The successful candidate will develop a highly capable CSM, ARM, and Onboarding specialist team, enhance ARM productivity, drive digital and AI adoption, improve client onboarding effectiveness, foster collaboration, and cultivate a strong risk and control culture across the Front Office support ecosystem.

Responsibilities

Leadership and People Management

• Lead the Client Service Management and Onboarding team to establish a high-performing operating model.
• Manage, develop, and coach CSMs, ARMs, and Onboarding Specialists through structured performance management, succession planning, and career development programs.
• Build a sustainable talent pipeline.
• Foster a culture of continuous learning, innovation, accountability, collaboration, and strong PRIDE values.
• Drive employee engagement and create a positive working environment.
• Champion AI readiness, digital literacy, and future-skills development.

Front Office Support and Client Service Excellence

• Partner with the Front Office to provide responsive operational support and deliver a seamless client experience.
• Oversee client servicing activities across the client lifecycle.
• Ensure the CSM team delivers timely, accurate, and efficient support to Front Office teams.
• Act as the primary escalation point for complex matters.
• Support business acquisition efforts.
• Drive service quality improvements and enhance the client journey.
• Establish service standards, governance routines, and performance metrics.

Oversight of Client Onboarding, KYC, and AML Governance

• Lead the Onboarding Team and ensure effective management of end-to-end client onboarding.
• Provide strategic oversight and guidance on KYC, AML/CFT, and customer due diligence requirements.
• Ensure onboarding specialists provide quality advisory support to Front Office.
• Monitor onboarding productivity, turnaround times, submission quality, approval rates, and stakeholder satisfaction.
• Oversee complex and high-risk onboarding cases.
• Drive initiatives to improve KYC quality, reduce rework, strengthen documentation standards, and improve first-time approval rates.
• Partner with Compliance, Financial Crime Risk Management, and regulatory stakeholders.
• Ensure Onboarding Specialists remain updated on regulatory developments.

ARM Management, Development, and Capability Building

• Oversee the ARM management framework and support the development of a highly competent ARM population.
• Collaborate with HR, Finance, Learning & Development, and business stakeholders on ARM recruitment, onboarding, career pathways, and succession planning.
• Ensure delivery of structured ARM induction programmes and continuous skills development initiatives.
• Address ARM productivity challenges and drive initiatives to reduce administrative burden.
• Promote adoption of digital capabilities, AI-enabled tools, and new servicing models.
• Actively engage ARMs through mentoring, coaching, and capability-building programmes.

Risk, Control, and Governance

• Champion a proactive risk culture across the CSM, ARM, and Onboarding ecosystem.
• Ensure adherence to all regulatory requirements, AML/CFT obligations, banking secrecy standards, data privacy requirements, and internal policies.
• Support Front Office governance activities.
• Partner with ORM, Compliance, Audit, Legal, and other control functions.
• Ensure timely completion of mandatory learning, attestations, and compliance requirements.
• Drive awareness of risk trends, control observations, and best practices.
• Ensure timely escalation and resolution of operational incidents, compliance breaches, and governance concerns.

Stakeholder Management and Regional Collaboration

• Serve as the key coordination point between Front Office and support functions.
• Build strong relationships with Senior Market Heads, Team Leads, Compliance, Operations, Technology, ORM, WMO, PPS, Legal, and regional stakeholders.
• Provide support to Singapore and other booking-centre stakeholders regarding Hong Kong operational processes, onboarding requirements, and governance matters.
• Support Team Leads and Senior Market Heads on Delegation of Authority (DOA), approval workflows, management reporting, and governance reviews.
• Represent the voice of the Front Office and operational support teams in cross-functional forums.
• Promote consistency of standards, best practices, and collaboration across booking centres and regional teams.

Strategic Projects, Transformation, and Innovation

• Lead and contribute to strategic business, regulatory, and transformation initiatives.
• Drive adoption of digital platforms, workflow automation, AI solutions, and data-driven operating models.
• Participate in project governance.
• Identify opportunities to simplify processes and improve service delivery.
• Provide feedback on policy enhancements, workflow redesign, system improvements, and operational controls.
• Establish meaningful management information and reporting dashboards.
• Act as a change leader and advocate for innovation.

Job Requirements

• Private Banking and Wealth Management operations expertise.
• Deep knowledge of KYC, AML/CFT, client onboarding, and regulatory requirements.
• Strong understanding of Front Office operating models and client lifecycle management.
• Leadership, coaching, and organizational development capabilities.
• Strategic thinking and business acumen.
• Stakeholder management and influencing skills.
• Strong risk and control mindset.
• Project management and transformation leadership.
• Process improvement, digitalization, and AI adoption capabilities.
• Excellent presentation, communication, and change management skills.

Apply Now

We offer a competitive salary and benefits package and the professional advantages of a dynamic environment that supports your development and recognises your achievements.

We regret only shortlisted candidates will be notified.

Location:

The Center

Job:

Customer Service

Schedule:

Regular

Employee Status:

Full time