About us
First Digital is a digital asset focused trust, custody, financial technology company at the vanguard of the emerging digitalization of assets, where the full value for your worldly assets can finally unite like other digital data. Our best-in-class custodian and near-banking layer enables previously unattainable options for payments, asset management and access to products that can help enhance financial inclusion.
Our infrastructure – including FDUSD, Asia’s 1st home grown blockchain-based USD stable-coin – Developed to help economies, institutions and developers gain access to technology breakthroughs and capitalize on the digital evolution of finance, trust, and technology.
We are currently seeking a high calibre professional to join our team at our Kuala Lumpur Office as the Client Success Lead with a Clear Mission: Deliver the holistic client experience & client relations strategy that can drive sustainable engagement, recommendations, retention and business growth.
Responsibilities:
- Drive the Listen, Act and Deliver the Client Experience Model to recover service issues, build NPS x complaint insights and actions with scale, speed and depth. This role listens to client voices, plans and leads the team to drive service resolutions to mitigate complaints and increase advocacy.
- Mobilize prioritized client journeys’ enhancements to pre-empt complaint and deepen ownership with stakeholders & journey owners (sales & compliance) to drive best in class client experience across the business.
- Drive strategic initiatives and CX projects that align with the long-term vision of business and client growth priorities.
- Deliver global Client Experience initiatives across key client interfaces or channels to ensure quality, consistent and sustainable client experience.
- Develop and lead a team of high performing CSMs and admins that embrace a culture of FD; excellence, partnership, innovation, and change.
- Establish CS operating rhythm that tracks, reports, and analyzes effectiveness of the team in achieving Strategic Objectives, Regional CSM KPIs and monitors client satisfaction/needs.
Requirements:
- 6+ years of leadership experience, knowledge of APAC region Fintech and Crypto landscape and a track record of creating a culture of operational excellence and consistency, performance excellence, and delivering against growth goals.
- Highly strategic and able to prioritize aligning functional priorities to the company’s commercial objectives.
- Exceptional and effective communication skills with ability to flex style based on audience and purpose.
- Demonstrated knowledge of client success, fintech and crypto markets, and wealth management workflows to shape retention strategies.
- Natural collaborator that can drive client advocacy and influence stakeholders.
- Innovator who utilizes data to inform decisions, simplify complex problems, improve the client experience and client lifecycle.
#LI-Onsite
We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. This job description is intended to convey information essential to understanding the scope of the job and the general nature and level of work performed by job holders within this job. However, this job description is not intended to be an exhaustive list of qualifications, skills, efforts, duties, responsibilities or working conditions associated with the position. First Digital Trust reserves the right to amend this job description at any time.
Top Skills
What We Do
First Digital is your trusted guardian delivering next-generation financial services for global businesses and individuals to thrive in the digital asset economy.
First Digital specialises in providing bespoke multi-asset Custodial, Trust, Payments and Stablecoin solutions to businesses, financial institutions and family offices navigating the next frontier in finance.
MULTI-ASSET CUSTODY & SAFEKEEPING
Fortify your treasury operations with First Digital's multi-asset custody solutions—streamlined for global reach, rapid settlement, and a host of value-added services.
STRUCTURED TRUST & ADVISORY
Unlock a wealth of financial engineering and strategic regulatory expertise with tailored structuring and consulting services.
STABLECOIN SOLUTIONS
Optimize your financial operations by harnessing the power of our deeply liquid and zero-fee stablecoin portfolio. First Digital is the home of FDUSD, a fully backed stablecoin issued out of Asia.
PAYMENTS AND SETTLEMENTS
Streamline everyday expenses, cross-border payments and global payroll and enhance your financial fluidity.
WHO WE SERVE
Headquartered in Hong Kong and with a presence in the UK, Middle East, Singapore and Malaysia, First Digital’s clients comprise regulated financial institutions and fintech innovators including blockchain start-ups, money service businesses, token issuers, market makers, digital asset exchanges and family offices.
OUR COMMITMENT TO REGULATORY COMPLIANCE
Fully aligned with Hong Kong’s Anti-Money Laundering and Counter-Terrorist Financing Ordinance, First Digital is licensed under the Trust Ordinance Section 8 of Hong Kong, is SOC1 Type 2 and SOC2 Type 2, ISO 27001 Certified as well as FATCA and AEoI Compliant.
Get in touch for your multi-asset servicing needs:
https://1stdigital.com/contact-us/
