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MY - Head of Client Experience

Permanent employee, Full-time · Malaysia

About the role
We are looking for a Head of Client Experience who is a strong leader with a mindset that allows them to build strong teams and processes that put our customers first, while providing continuous feedback from customers to internal teams (e.g. Product, Technology, Business Development).

You will think with a customer-first mindset and work to secure resources with the different functions (Marketing, Compliance, Technology, Business Intelligence etc) to improve the client experience. Being in a client-facing role and leading a regional team across different time zones, you should also always be ready to assist your team on issues they have to escalate, even outside working hours. You should work well under stress and pressure while having the empathy to deal with the most difficult of clients. You will also prioritise the career growth of your Client Experience team members and work closely to guide them towards achieving their career goals. 

We work in a high volume, fast-paced environment with a focus on our customers’ experience, strong relationships, company values, and a passion for StashAway's mission.

If you believe that you’re a great fit, we would love to receive your application to share more about the StashAway team and this opportunity. 

Responsibilities:
  • Serve our clients to keep StashAway as the most loved wealth management platform available
  • Build scalable processes that would complement our growing Client Experience team; we have 30 team Client Experience team members in 2 countries which will grow to 200 in 5-7 countries in the next 4 years
  • Develop a team of managers and team leads while continuously empowering them build strong teams
  • Excite and motivate a large number of Client Experience team members
  • Help team leads and report against monthly and quarterly performance targets
  • Work closely with other departments to improve client experience while reducing confusion through product changes
  • Build the team’s culture by living and breathing our values on a daily basis
Requirements
Must-haves:
  • Minimum of 4 years of relevant experience in a client or external stakeholder-facing role
  • Minimum of 2 years of relevant experience leading a team
  • A personal interest in investing, leading to a knowledge of financial planning and investing basics 
  • An innate passion for helping other people
  • A genuine drive to build clean and scalable tech-enabled processes
  • Ability to multi-task and take responsibility in challenging situations as well as the ability to manage, delegate and oversee cross-team projects
  • Ability to dive into numbers to support process improvements, prioritisation, and forecasting
  • Proven track record of taking individual ownership and responsibilities beyond your main daily duties as well as being a great team player
  • Great communication and listening skills
Good-to-haves:
  • Background in advising retail customers on investment strategies and asset allocation
  • A financial planning background and/or CMFAS, CFA, CFP, and/or FRM certificates
  • Tertiary education with a strong academic track record in the related disciplines of Banking and Finance, Economics, Mathematics, and Accounting.
About us
What We Do

StashAway is the faster way to reach your financial goals. As a digital wealth management platform, we design personalised portfolios and monthly investment plans based on your unique characteristics, and manage your portfolio with highly advanced investment strategies.

The company was founded in Singapore in 2016 with the ambition of expanding to other fast-growing Asia Pacific markets since 2018.

StashAway is led by its three founders, Michele Ferrario, former CEO of ZALORA Group; Freddy Lim, former Global Head of Derivatives Strategy of Nomura; and Nino Ulsamer, founder of several technology companies around the world.

Why We Do

We deliver sophisticated, personalized advice at a fraction of the cost of existing, basic solutions. Our advanced technology enables us to deliver to each investor a sophisticated investment strategy that was once only available to institutions and high net-worth individuals.

Traditional investment products charge between 1.25% and 5% in annual fees. At 0.2% to 0.8% in annual management fees, StashAway offers a convenient, digital user experience with personalised portfolios with no minimum balance, no restrictions for withdrawals, and real-person customer service. We encourage individuals of all net worths with portfolios of any size to build their wealth.


Who We Are

Supported by prominent advisors, the StashAway team is committed to providing investment advice and customer experience of the highest quality. Our team is made up of top-tier developers, designers, fund managers, creatives, and managers with diverse backgrounds from all over the world – currently representing Canada, China, France, Germany, India, Indonesia, Italy, Malaysia, Singapore, the United Kingdom, the United States, and Vietnam.

In July 2020, StashAway raised US$16 million through a Series C round led by Square Peg, the largest venture capital fund in Australia. Burda Principal Investments, the growth capital arm of German media and tech company Hubert Burda Media, as well as existing investor Eight Roads Ventures, the global investment firm backed by Fidelity, both also participated in the round.

We write our own rules, and do whatever it takes to build a substantial, meaningful product and service. We work hard, don’t cut corners, and love bonding over (lots of) food.

With regards to our culture, we want StashAway to (i) have a rewarding, diverse, radically candid and cooperative growth environment; (ii) where people work hard, take responsibilities and grow as individuals and as a team; (iii) embrace an open-minded meritocracy, and (iv) are ethical and compliant.
Your application
Thank you for considering a career at StashAway. Please fill out the following form. In case you are experiencing problems with the document upload, mail your documents to jointheteam@stashaway.com.

*** Applications without the required documents submitted will be regarded as incomplete ***

Required Documents

  • Résumé or Curriculum Vitae
  • Cover Letter

Optional Documents

  • Portfolio (if applicable)
  • Educational Transcript
  • Reference Letter

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