Client Services Manager

ABOUT THE ROLE

We are an international financial services group with regulated entities across multiple jurisdictions, including the UK (FCA) and Australia (ASIC). The group provides technology-driven trading and investment services to a global client base.

The organization is currently in the process of establishing a regulated presence in Singapore under the Monetary Authority of Singapore (MAS). This role offers a unique opportunity to join during the build phase and contribute directly to regulatory readiness, framework implementation, and business launch.

Further details about the organization will be shared with shortlisted candidates under confidentiality.

As Client Services Manager, you will build and lead the Singapore client-facing team from the ground up, owning service quality, regulatory adherence, and the day-to-day operational rhythm of the function. You will operate as the senior escalation point for client issues and serve as the key liaison between the front office, back office, compliance, and group CS leadership.

KEY RESPONSIBILITIES

Team Leadership & Development:

• Onboard and develop a team of Senior Client Service Specialists and Client Service Specialists.
• Set performance objectives, conduct regular reviews, and manage day-to-day welfare and productivity.
• Build and maintain a training programme covering product knowledge, regulatory obligations, and soft skills.
• Foster a culture of accountability, client-first thinking, and continuous improvement.

Client Operations:

• Oversee all inbound client communications across email, chat, and phone for the Singapore entity.
• Serve as the internal escalation point for complex, sensitive, or high-value client matters.
• Manage the end-to-end complaints handling process in line with MAS Fair Dealing Guidelines and internal policy.
• Coordinate with back office and compliance on KYC/AML queries, account lifecycle events, and withdrawal holds.

Compliance & Regulatory:

• Ensure all client interactions comply with MAS Notice SFA 04-N12 (Fair Dealing), PDPA requirements, and internal conduct policies.
• Oversee adherence to the firm's complaints register and mandatory reporting timelines.
• Collaborate with the Compliance function on audit findings, regulatory queries, and policy updates.
• Maintain working knowledge of SF(LCB)R client money rules and escalate anomalies appropriately.

Reporting & Quality Assurance:

• Define and track KPIs including first-response time, resolution rate, CSAT, and complaint volumes.
• Produce weekly and monthly service quality reports for Chief Operating Officer, Singapore.
• Conduct regular call/ticket QA reviews and implement corrective actions where standards are not met.
• Identify process gaps and drive improvements in tooling, workflows, and macros in partnership with group CS teams.

REQUIREMENTS

Essential:

• Minimum 5 years of experience in client services or operations, with at least 2 years in a team lead or managerial capacity.
• Prior experience in a regulated financial services environment — brokerage, bank, or wealth management preferred.
• Solid understanding of MAS licensing and consumer protection obligations for CMS licensees.
• Demonstrated ability to manage escalations and resolve complex client disputes professionally.
• Strong written and verbal communication skills in English; additional Asian language proficiency is an advantage.
• Experience with CRM/ticketing platforms (Zendesk or equivalent).

Preferred:

• Naturally warm and personable, with a positive disposition that puts clients at ease.
• Experience working within a group structure, coordinating with global teams.
• Familiarity with CFDs, leveraged products, and/or physical equities trading.
• Prior use of Zendesk, Salesforce, or similar CRM/ticketing tools.
• Second Asian language (Mandarin, Malay, or Tamil) to support local client base.
• CMFAS RES-1B, RES-2B, CM-EIP and CM-SIP qualification, or willingness to obtain.

WHAT WE OFFER

• Competitive base salary with performance bonus.
• Opportunity to build and shape the Singapore client services function.
• Access to global group resources, tools, and training platforms.
• MAS-licensed, stable and growing operating environment.
• Hybrid work arrangement upon team stabilisation.