Client Servicing Team Lead (Fintech)

Location: Office-based in Hong Kong

Company

hirify.global operates in the financial technology industry, with a focus on investment accounting, investment operations, and client servicing.

What you will do

• Lead and manage a team of client servicing professionals, allocating work and ensuring high-quality client delivery.
• Coach team members through regular one-on-ones, performance reviews, training, and career development.
• Design and track quantitative and qualitative metrics covering NPS, CSAT, SLA delivery, retention, churn, automation improvements, and employee attrition.
• Lead steering committees and client relationship reviews while serving as an escalation point for client issues.
• Partner with product management, development, and sales teams to improve client offerings, operational tooling, and scalable processes.
• Support the transition of newly onboarded clients into steady-state servicing operations and monitor performance through Salesforce, Workday, and Power BI.

Requirements

• 9+ years of directly applicable experience in reconciliation, accounting, or finance.
• 4+ years of demonstrated success in a people management role.
• Bachelor’s degree in accounting, finance, business, mathematics, sciences, or a related field.
• Experience in finance or FinTech, with knowledge of investment accounting or investment operations.
• Knowledge of insurance and/or investment management concepts, with an understanding of fixed-income investments preferred.
• Strong communication, documentation, organizational, interpersonal, problem-solving, Microsoft Office, and Microsoft Excel skills, including VLOOKUP, SUMIF, PivotTables, and VBA.

Culture & Benefits

• Build a culture of teamwork, collaboration, continuous improvement, empowerment, and accountability.
• Participate in strategic planning, hiring decisions, team structure, and succession planning.
• Drive operational excellence through process optimization, best practices, knowledge management, and measurable performance metrics.