Role Summary
The Customer Experience Officer plays a critical role in delivering a seamless, compliant, and high-quality client experience across different platforms. The role ensures that client interactions are handled with precision, responsiveness, and professionalism while safeguarding regulatory compliance and operational integrity. By bridging client needs with internal execution, the role contributes directly to client trust, retention, and the overall strength of the Channel Management Group's service delivery.
What Business Outcomes The Role Is Responsible For
- Client Experience & Service Excellence: Delivers a consistently high-quality client experience by ensuring timely, accurate, and complete resolution of inquiries and requests across Prime and PERA platforms, strengthening client trust, satisfaction, and long-term engagement.
- Regulatory Compliance & Risk Mitigation: Protects the organization from regulatory and reputational risk by ensuring full adherence to AML requirements, account documentation standards, and audit expectations, resulting in clean audit outcomes and sustained regulatory confidence.
- Operational Efficiency & Business Support: Drives operational reliability and business continuity by ensuring accurate execution of account onboarding, transaction processing, reporting, and data management, enabling smooth client servicing and supporting scalable business growth.
Minimum Qualifications
What we're looking for in a successful candidate
- Relevant Experience & Industry Knowledge: Demonstrates a solid background in asset management, banking, or financial services, with hands-on experience in client servicing and a working understanding of investment products and account management processes.
- Regulatory & Technical Readiness: Holds MF, UITF, and PERA licenses or shows strong readiness to obtain them, with the ability to operate confidently within AML requirements and regulatory standards.
- Client-Centric Execution & Communication: Delivers high-quality client experiences through strong attention to detail, effective problem-solving, and clear, professional communication, enabling timely resolution of client needs and seamless coordination with stakeholders.
