Client Service Trainer, Private Banking

Key Responsibilities:

• Assisting Client Service Management team in developing comprehensive training curriculum for ARMs across Onboarding, Investment, Cross Border, Service Administration, Retail, Digital support etc

• Designing and delivering high-impact learning experiences to improve ARM effectiveness and confidence.
• Drive and or provide inputs on relevant procedures with ARM touch-points
• Conducting training sessions for technology rollouts, change in processes into practical learning experiences for ARMs.
• Able to represent ARMs in various bank forums, be it Transformation, Control, Business Management etc
• Coaching ARMs to ensure they have required expertise in KYC, banking products, regulatory requirements, risk practices, AI knowledge etc
• Develop Client Service first mentality and foster a service-oriented mindset within the ARM team.

• Ensuring ARMs are confidence in all bank’s operational processes and able to provide client with best in class servicing
• Identifying skill gaps within the team and designing solutions to improve performance.

• Contributing to the overall business priorities by identifying and delivering all relevant training needs, be it technical or non-technical

Qualifications:

• Education: A Bachelor's degree in Business Studies, Finance, Economics, or a related discipline is typically required.
• Experience:
• Minimum of 3-5 years of relevant experience as an ARM in a private bank setting.
• Experience in learning design, facilitation, coaching, or consulting is valuable for training-focused roles.
• Licenses and Certifications: Relevant financial industry licenses (e.g., HKMA / SFC licenses, CACS Papers 1 and 2, CMFAS Modules) are preferred

• Communication and Interpersonal Skills: Excellent communication (written and spoken), presentation, and interpersonal skills are essential for interacting with ARMs, RMs, clients, and internal stakeholders.
• Leadership and Coaching: Ability to lead, mentor, coach, and motivate a team. Strong team spirit and a proactive approach.
• Organizational and Time Management: Strong organizational skills, attention to detail, the ability to manage multiple priorities, and work under pressure.
• Technical and Product Knowledge:
• Good understanding of relevant products and services in Private Banking.
• Basic knowledge of global financial markets and current developments.
• Working knowledge of core banking systems (e.g. Avaloq) and Microsoft Office applications.
• Strong knowledge of Private Bank’s regulatory framework
• Risk and Compliance: High level of risk awareness and understanding of compliance requirements, including KYC and AML.
• Analytical and Problem-Solving: Strong analytical and problem-solving skills to identify issues and propose effective solutions.
• Client-Centricity: Highly service-oriented and passionate about client servicing, with the ability to maintain client/ internal stakeholder confidence.
• Integrity: High level of integrity and ethical behavior.

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