• Dynamic and fast-paced work environment
• Supportive & Collaborative Work Culture
• Excellent compensation and beneift

Our client—a leading international bank with a strong presence across Asia, Africa, and the Middle East—is looking for Digital Relationship Managers (Wealth Management) to join their expanding team. They are actively seeking candidates with fluency in Cantonese and/or Mandarin.

Job Summary

Digital Relationship Manager plays a critical role in amplifying the Wealth & Retail Banking (WRB) Contact Centre’s ambition to deliver an “International Wealth Manager” experience, servicing multi-market relationships and treating every client interaction as an opportunity to create value. 

The Digital RM will serve the premium, priority and private client segments on a cross-border basis to play a critical frontline role in delivering high quality servicing, troubleshooting client queries, and providing sales support. The role provides personalised, insight led client interactions within a virtual servicing model, while protecting service continuity and managing risk. The role combines good relationship management, sound product and process knowledge, and effective use of digital and AI enabled tools to deliver a trusted client experience across markets. The role will work closely with team leaders, RMs, technology support and the operations team to perform responsibilities.

Key Responsibilities

Client Service & Experience

• Deliver a high-quality, trusted frontline service for clients by resolving client queries in a timely and accurate manner across inbound virtual channels, with minimal hand-offs and in accordance with KPIs.
• Support the function’s digital enablement by monitoring the automated processes and requests across multi-market systems and ensure timely intervention where required. Requests include account and transaction, card service (credit/debit), wealth management service, personal and contact data service, and password and security service.
• Support continuous improvement by tracking and acting on client feedback, service insights and recurring pain points to ultimately enhance the end-to-end client experience.

Sales Process Execution 

• Ensure the function’s operational efficiency and a smooth cross-border client experience through product set-up walkthroughs and the documentation process, facilitate documentation signing, and resolve client queries around KYC outreach, transaction confirmation and follow-ups.
• For automated processes, oversee and monitor the sales closure (document management, contract signing, product set up status), KYC outreach, and transaction confirmation, ensuring timely intervention where cross-border, market-specific or documentation-related complexities arise.
• Enhance the client and stakeholder experience, and comply with governance requirements by tracking and raising process gaps, emerging trends and improvement opportunities.

Sales Support & Value Creation

• Contribute to value creation by supporting service‑to‑sales opportunities, including documentation support, product set‑up walkthroughs and follow‑ups initiated through service interactions.
• Identify clear opportunities to deepen client relationships and route appropriately to RMs or specialist channels in line with segment strategy and regulatory requirements.
• Contribute to affluent growth priorities by supporting upgrades, engagement and retention through high‑quality virtual interactions (where within role scope).

Digital & AI Fluency 

• Deliver an efficient and consistent client service through digitally enabled tools and technologies (e.g. CRM systems, agentic AI, speech analytics, guided workflows, insights, quality monitoring).
• Inform personalised client interactions  by leveraging real-time data-driven insights provided through digital and AI tools.
• Improve service quality and productivity by demonstrating learning agility and continuously building confidence and capability in new digital, AI and agentic tools.

Risk Management, Governance & Compliance

• Maintain strong risk and control discipline by complying with all regulatory, compliance and control requirements including KYC, AML, sanctions, fraud prevention and information security, while applying these in cross-border servicing and sales contexts. 
• Protect clients and the Bank through secure handling of customer data, accurate audit-ready documentation, and timely escalation of disputes, unusual activity or control weaknesses 

Key Competencies

• Digital, tech and AI literacy
• Product and process knowledge
• Risk, compliance & conduct
• Banking processes & procedures
• Communication
• Industry knowledge – financial services
• Accountability
• Critical thinking and problem-solving
• Learning agility
• Relationship building
• Resilience and adaptability 

Motivations

• Energised by solving client problems proactively, with consideration for customer personas, cultural nuances, macroeconomic factors, and the broader context shaping client priorities.
• Thrives in a virtual, fast-paced environment that requires use of digital, technology and AI fluency, alongside sound human judgment, in support of high-quality outcomes.
• Motivated by building trust and deepening client confidence through virtual interactions, drawing on strong relationship-building skills to sustain engagement without face-to-face contact. 

Experiences, Skills and Qualifications

• Minimum Educational Requirement: Diploma or above qualification .
• Paid training and exam sponsorship.
• Experience in managing Hong Kong and Greater China Market
• Candidates with experience in customer service, client engagement, or sales will be preferred.
• Excellent communication skills in English, Cantonese and/or Mandarin are required to support the relevant market, other language is a plus.
• Experience in banking and/or telesales, with exposure to general banking, retail operations, lending products, and audit requirements.