Head of HNW Case Management

Location: Singapore

This role leads a high-performing case management function supporting High Net Worth (HNW) clients within the industry. You will oversee end-to-end case workflows, ensuring exceptional client outcomes, robust governance, and consistent service standards across complex, high-value cases.

Key responsibilities

• Lead, coach and develop the HNW case management team, setting clear objectives, quality standards and performance measures.
• Own the case lifecycle from onboarding through resolution, including triage, prioritisation, escalation and closure.
• Act as senior escalation point for complex, sensitive or high-risk cases, ensuring timely and fair outcomes.
• Drive service excellence through continuous improvement, root-cause analysis and process optimisation.
• Establish and maintain controls to meet regulatory, compliance, KYC/AML and data protection requirements.
• Partner with Operations, Compliance, Risk, Legal and Front Office to ensure seamless delivery and consistent client communications.
• Maintain management information, reporting and dashboards; present insights and recommendations to senior stakeholders.
• Manage resourcing, capacity planning, training and quality assurance, including audits and case file reviews.

Requirements

• Proven leadership experience in HNW case management, client operations, service delivery or complex complaints/escalations.
• Strong knowledge of regulatory expectations and controls relevant to HNW clients (including KYC/AML and conduct risk).
• Demonstrable ability to handle confidential information with discretion and sound judgement.
• Excellent stakeholder management and communication skills, with the ability to influence across functions.
• Analytical mindset with experience using data to drive improvements and manage performance.
• Experience with case management systems/CRM tools and strong Microsoft Office skills (especially Excel and PowerPoint).
• Degree or equivalent professional experience; relevant certifications in compliance, risk or operations are advantageous.
• Willingness to work occasional extended hours to manage critical escalations.

What success looks like

• Consistently high client satisfaction, reduced turnaround times and improved first-time resolution.
• Strong audit outcomes and demonstrably effective governance and controls.
• A motivated, capable team with clear progression and development plans.