Client Digital Service Specialist(J19523)

Responsibilities

1. Lead the end-to-end digitalization of client account-related processes, covering the full spectrum of Client Onboarding (account opening, KYC, documentation, due diligence) and Client Service (online portal inquiries, service requests, issue resolution).
2. Map existing workflows and redesign them into streamlined, user-centric digital solutions.
3. Collaborate with back-office and IT teams to translate business needs into clear functional requirements, producing detailed requirement documents, user stories, flowcharts, and wireframes.
4. Coordinate and execute User Acceptance Testing (UAT), including test case preparation, defect tracking, and validation of fixes.
5. Develop training materials, SOPs, and quick-reference guides, delivering training sessions and briefings to frontline staff and stakeholders prior to system go-live.
6. Monitor system performance, user adoption, and operational metrics post-launch; act as the first escalation point for digital service issues, troubleshooting and coordinating with IT for timely resolutions.
7. Gather feedback from end users and clients to drive iterative enhancements and functional optimizations, ensuring digital solutions flexibly adapt to evolving onboarding requirements and client service scenarios.
8. Ensure all digital solutions comply with internal policies, regulatory requirements, and data privacy standards; maintain proper documentation and version control for all process and system changes.

工作职责

1. 负责客户账户相关流程的端到端线上化工作，全面覆盖客户开户准入（开户、KYC、资料收集、尽职调查）与客户服务（网厅咨询、服务请求、问题处理）两大业务领域，梳理现有流程并重新设计为高效、以用户为中心的数字化方案；
2. 与后台团队及IT团队协作，将业务需求转化为清晰的功能需求，撰写需求文档、用户故事、流程图及界面线框图；
3. 协调并执行用户验收测试（UAT），包括测试用例编写、缺陷追踪及修复验证；
4. 编写培训材料、SOP及速查指南，并在上线前面向一线服务人员及相关方开展培训与宣导；
5. 上线后监控系统表现、用户使用情况及运营指标，作为数字化服务问题的第一升级对接人，排查问题并协调IT及时解决；
6. 收集终端用户与客户在开户及客服方面的反馈，推动功能迭代与持续优化，确保数字化方案灵活适应不断变化的开户要求与服务场景；
7. 确保所有数字化方案符合内部政策、监管要求及数据隐私规范，并对所有流程及系统变更保持规范的文档与版本管理。

Qualifications

1. Bachelor’s degree or above in Business Administration, Information Systems, Finance, or a related field.
2. 3–5 years of relevant experience in client service operations, digital transformation, or business analysis within the financial services, banking, or fintech sectors, with a proven track record in digitalizing client-facing processes (e.g., account opening, CRM, client portals).
3. Solid understanding of client lifecycle management and frontline service workflows, with a strong ability to translate business requirements into technical specifications.
4. Hands-on experience with UAT, system rollout, and change management; familiarity with Agile/Scrum methodologies is preferred.
5. Proficient in process mapping tools (e.g., Visio, Lucidchart) and basic data analysis; knowledge of regulatory requirements (e.g., KYC, AML, GDPR/PIPL) is a strong plus.
6. Excellent communication and stakeholder management skills, with the ability to bridge business and IT teams; strong analytical and problem-solving mindset with exceptional attention to detail.
7. Self-motivated, results-oriented, and capable of managing multiple projects simultaneously in a fast-paced, evolving environment; able to remain calm and effective under pressure, demonstrating strong resilience when handling urgent issues.
8. Client-centric and a strong team player with a collaborative attitude; fluent in both English and Chinese (Mandarin), written and spoken.

任职资格

1. 本科及以上学历，工商管理、信息系统、金融或相关专业优先；
2. 3–5年金融机构、银行或金融科技领域客户服务运营、数字化转型或业务分析经验，具有面向客户的流程（如开户、CRM、客户门户）线上化落地经验者优先；
3. 深入理解客户生命周期管理与一线客户服务流程，具备将业务需求转化为技术规格的较强能力；
4. 具有UAT、系统上线及变更管理实操经验，熟悉敏捷/Scrum模式者优先；
5. 熟练使用流程绘制工具及基础数据分析，了解KYC、反洗钱、GDPR/PIPL等监管要求者更佳；
6. 优秀的沟通与利益相关方管理能力，能有效衔接业务与IT团队，具备较强的分析与解决问题能力，注重细节；
7. 自驱力强，以结果为导向，能在快节奏变化环境中同时推进多个项目；抗压力强，能够在压力下保持冷静与高效，妥善处理紧急问题；
8. 以客户为中心，具备良好的团队合作精神与协作意识，中英文（普通话）流利，书面与口语俱佳。