[Fintech] Senior VIP Relationship Manager

About the Opportunity:

We are seeking a  Senior VIP Relationship Manager to provide high-quality support and relationship management for our most valued clients. This role does not require extensive industry experience and is well-suited for candidates with backgrounds in customer service, hospitality (e.g., hotel guest relations), luxury retail, airline customer relations, or other high-end service industries. The ideal candidate is highly responsive, detail-oriented, and proactive, ensuring VIP clients receive an exceptional experience.

• VIP Relationship Ownership: Cultivate strong, trusted relationships with high-value clients by understanding their needs and delivering proactive, white-glove service.
• Real-Time Client Support: Respond to VIP inquiries with speed, accuracy, and professionalism across various channels (chat, email, and calls).
• Issue Tracking & Resolution: Manage and follow up on client requests end-to-end, ensuring timely resolution and high client satisfaction.
• Client Experience Enhancement: Anticipate VIP needs and provide customized, concierge-level support with a solutions-oriented mindset.
• Cross-Functional Coordination: Act as the bridge between clients and internal stakeholders (Customer Support, Business Development, Product), ensuring seamless issue escalation and resolution.
• Service Improvement Initiatives: Contribute to the refinement of internal processes and play a key role in shaping the VIP operations framework.

• At least 5 years of experience in premium service environments such as hotel guest relations, luxury retail, private banking support, or airline VIP services.
• Excellent communication skills in both English and Chinese (written and spoken), with the ability to serve a global client base.
• Strong interpersonal and client-handling skills, with a passion for delivering best-in-class service under pressure.
• Highly detail-oriented and organized, with the ability to multitask and manage competing priorities effectively.
• Demonstrated maturity, discretion, and professionalism when dealing with confidential or sensitive client matters.

We prioritize employee well-being through a comprehensive benefits package:

• Health & Wellness Benefits: Comprehensive health insurance, annual check-ups and onsite wellness initiatives.
• Flexible Work Arrangements (Role-Dependent): We support flexibility while ensuring effective team collaboration.
• Growth Opportunities: Career advancement opportunities in a rapidly expanding industry with international exposure.
• Comprehensive Leave Benefits: Enjoy paid volunteer time, Christmas Day and birthday leave, on top of annual leave, paid sick leave, enhanced maternity/paternity leave.
• Employee Engagement: Enjoy weekly lunches, team-building activities, and a dynamic and collaborative work environment.

我們通過全面的福利計劃優先考慮員工福祉：

• 健康福祉：完善的團體健康保險、年度健康檢查，並提供職場健康活動，保障您的身心健康。
• 彈性工作安排(視職務而定)：彈性上班，同時確保團隊高效合作。
• 成長機會：在快速成長的產業中拓展國際實務經驗，幫助職涯成長。
• 完善的休假福利：除了優於法規的年度休假、帶薪病假、產假/陪產假外，還享有帶薪志工假、聖誕假及生日假，讓您兼顧工作與生活。
• 員工參與：每週兩次免費午餐、定期團隊建設活動，打造多元合作的工作環境。