Bank of China (Hong Kong) (BOCHK) has showcased exceptional leadership in wealth management, delivering seamless solutions for local and cross-border customers. With AI-driven engagement and advanced analytics technology, it offers a wide range of personalised services tailored for high net worth (HNW) individuals. The bank also launched FamilyMAX and retirement propositions to address unique family and retirement planning needs through a bespoke approach. Its commitment to customer-centric solutions and continuous dedication to enhancing customers’ wealth management experience led to its recognition as the Best Wealth Management Bank in Hong Kong. BOCHK takes pride in its unique team of “1+10” professionals and experts, who are dedicated to providing guidance to affluent customers. At the core of the team is the relationship manager (RM), who serves as the primary point of contact and trusted advisor for each customer. Alongside the RM, the bank also has a diverse group of 10 experts who specialise in key areas such as foreign exchange, cross-border services, mortgage solutions, external legacy consulting and more. This comprehensive team ensures that customers have access to a wide range of expertise and support, enabling the bank to tailor its offerings to their specific needs. With their deep knowledge and experience, the “1+10” team forms the backbone of its exceptional service and are ready to assist customers every step of the way. As client expectations shift, BOCHK has responded with digital innovation. The artificial intelligence (AI)-enabled RM Chat platform has registered a significant increase in engagement, offering direct access to relationship managers (RM) and product specialists. Tools such as EaseFund and FX Smart offer goal-based investment planning and foreign exchange (FX) analytics. BOCHK has strengthened its advisory capabilities and positioned itself as a leader in omnichannel wealth services. Hong Kong’s wealth management market pivots to cross-border and client-centric services Hong Kong continues to serve as a critical hub for wealth management in Asia, but the competition landscape is shifting. Demand is reshaped by both demographic and regulatory changes, and the deepening financial integration within the Greater Bay Area (GBA). Clients now seek tailored advice, seamless cross-border support, and technology that enhances the overall experience. The rise of younger, digitally fluent investors and expanding family offices have created new expectations around transparency, intergenerational planning and financial education. Regulatory initiatives such as Wealth Management Connect 2.0 have lowered barriers to capital movement between Hong Kong, Macau and nine mainland Chinese cities, creating a more integrated GBA financial market. This shift has made cross-boundary capabilities a key differentiator for institutions serving the affluent segments. Against this backdrop, local and regional players must now balance breadth of offering with local relevance, all while maintaining advisory credibility. In this evolving environment, BOCHK has emerged as a leading institution that effectively combines its regional network, technological investment and client-centric model. BOCHK’s “1+10” model and digital tools BOCHK’s unique “1+10” service model features a dedicated RM supported by 10 specialists in areas such as foreign exchange, cross-border banking, mortgage solutions, and external legacy consulting. This expert team delivers personalised, comprehensive support to affluent clients, ensuring tailored financial solutions every step of the way. The model is reinforced by digital infrastructure that enables seamless client engagement. RM Chat—which is embedded within the mobile banking app—has evolved into a core client advisory channel. It now supports real-time consultations, transactions and personalised communications. Over 98% of RMs actively use the platform, and client adoption has increased by 30% year-on-year. Complementing this hybrid model are tools such as “PickAStock” and “PlanAHead”. “PickAStock” offers customers stock analysis function with two main features of Pattern Analysis and Overall Rating, which help customers trade easily. “PlanAHead”, on the other hand, provides a one-stop wealth planning service that helps customers plan different financial goals. It also provides personal financial analysis, gap analysis, professional asset allocation reference information, and a variety of product choices, assisting customers in achieving their life goals. Together, these solutions support both adviser-led and self-directed engagement. Family-focused wealth planning BOCHK has embedded intergenerational planning into its advisory approach through the FamilyMAX suite, a comprehensive platform designed to support families across different life stages and needs. The suite includes JuniorAccount, which promotes financial literacy among children; FamilyWealth, offering long-term investment and inheritance solutions; and FamilyHealth, which provides bespoke protection services. The bank has created a holistic client experience through initiatives such as “RetireCation”, a retirement planning programme developed in collaboration with BOC Life. It offers curated lifestyle options designed to help senior clients enjoy a high quality of life after retirement. Another initiative, “Giant Panda Pride”, combines family engagement with education on environmental responsibility and financial literacy. These initiatives reinforce client trust and contribute to long-term relationship building across generations. Enhancing client onboarding and retention BOCHK’s onboarding process is designed to be both efficient and personalised. Clients are welcomed through a curated experience that includes digital nudges, targeted product suggestions and direct communication with advisers. Behavioural segmentation is used to identify clients with high investment potential and tailor services accordingly. An investment behaviour model enables proactive engagement by RMs, who are alerted when clients show signals of readiness to invest. The bank also deploys automated prompts when financial instruments mature, encouraging reinvestment and supporting asset retention. These enhancements deepen engagement and improve sales efficiency, particularly in the mass affluent segment. Strengthening cross-border services BOCHK’s cross-border capabilities are underpinned by structural advantages. As Hong Kong’s sole renminbi (RMB) clearing bank and an integral part of Bank of China Group’s global network, the bank offers seamless access to wealth and banking services across Hong Kong, mainland China and Southeast Asian markets. Its GBA Account Opening Service and Attestation service for overseas clients simplify cross-jurisdictional banking, enabling clients to manage assets without the need for in-person visits. These services are particularly relevant for HNW clients with overseas property, education or business interests. BOCHK’s leadership in implementing Wealth Management Connect 2.0 has further strengthened its role in facilitating cross-boundary investment flows. Its position in RMB-denominated investment and property services enhances its appeal to clients looking to diversify regionally. Expanding client engagement BOCHK recognises that long-term loyalty is built on more than just financial outcomes. The bank has developed a range of engagement initiatives to strengthen client relationships and foster community among its affluent client bases. Its partnership with Sun Hung Kai Properties’ “The Point” loyalty programme integrates retail and banking incentives, expanding customer touchpoints and driving co-branded engagement. Meanwhile, a curated calendar of client events—ranging from investment briefings to lifestyle workshops—provides opportunities for RMs and clients to connect in meaningful ways. These initiatives help differentiate BOCHK in a market where client experience is becoming as important as product innovation. Positioned for future growth BOCHK’s 2024 financial results showed muted profit growth in personal banking and stable asset under management. However, these short-term indicators only tell part of the story. The bank has been investing in infrastructure, advisory capability and digital tools required to support long-term value creation for clients across Hong Kong and the GBA. By focusing on integrated advisory, scalable technology and cross-border relevance, BOCHK is building a platform that is well placed to capture the next wave of opportunity in wealth management—driven by demographic shifts, regulatory alignment and rising demand for personalised, family-oriented services. As capital becomes more mobile and clients more discerning, the ability to deliver trusted advice across borders, generations and digital channels will become a decisive factor. BOCHK is not only responding to this shift—it is helping to define it. With its relationship-led model, regional reach and forward investment in digital advisory, BOCHK is positioning itself not only as a leader in today’s market, but also as a long-term partner for the evolving needs of tomorrow’s wealth management clients. Contact details: Bank of China (Hong Kong) https://www.bochk.com/
