Client Experience Executive

Providend is looking for a Client Experience Executive to join our Group Client Experience team. In this role, you will be at the heart of how our wealth advisory and insurance advisory businesses deliver service to clients — making sure every touchpoint, from onboarding to ongoing engagement, reflects the professionalism and care our clients expect from us. You will work closely with various teams across Providend and Havend to keep clients’ journeys smooth, consistent, and personalised.

What You'll Do

• Partner with internal departments to coordinate and streamline onboarding for new clients
• Ensure a seamless, professional and personalised onboarding experience for clients
• Work with the advisory teams across both entities to keep client meetings, communications, and advisory recommendations clear, effective, and aligned with service expectations
• Build and maintain strong relationships with clients through professional and timely communication
• Coordinate client communications and follow-ups across different touchpoints to ensure a consistent client experience
• Support client retention initiatives and contribute to the firm’s long-term relationship management objectives
• Execute feedback programmes and coordinate corporate gifting initiatives
• Support CRM system implementation, user testing, workflow design and process optimisation
• Maintain client information, service preferences, and interaction histories in the CRM to support consistent, personalised engagement
• Recommend CRM enhancements to improve operational efficiency and reporting capabilities
• Collaborate with internal departments to resolve client’s complaint and ensure timely service recovery
• Promote service standards and Service Level Agreements (SLAs), and track adherence using CRM data to flag when corrective action is needed
• Assist in monitoring service levels and following up with relevant teams on outstanding client requests and actions
• Analyse client feedback, complaint trends and operational bottlenecks and support the implementation of client experience enhancement initiatives

What We're Looking For

• Diploma or Bachelor's degree in Business, Finance, Marketing, Communications, or a related field (equivalent professional experience also considered)
• 2–3 years of experience in client experience, client service, or operations — ideally within financial services with exposure to wealth advisory and/or insurance advisory contexts
• Display a strong client-centric mindset with the ability to balance client needs, commercial priorities, and regulatory obligations
• Demonstrate strong analytical and analytical skills, comfortable working with data to spot trends and develop data-driven recommendations
• Able to handle client and corporate information with integrity and discretion
• Able to communicate clearly and professionally, even in sensitive or escalated situations
• Have excellent interpersonal skills and strong in building trust-based relationships with different stakeholders
• Possess initiative, drive and exceptional attention to detail
• Is an independent worker, able to work without much guidance
• Is driven, tenacious and possess a strong work ethic
• Is a strong team player