Customer Service and Operations Manager - SME Banking

Overview Join a leading financial institution in Hong Kong as Customer Service & Operations Manager – SME Banking. You will lead the delivery of client service and operational support for small and medium-sized enterprise customers, ensuring onboarding, account servicing and transaction requests are handled efficiently, accurately and in line with the Bank's control standards. About the Role This is a leadership role for an experienced business-banking operations professional who can combine strong service management with disciplined operational governance. You will oversee frontline service and support teams, manage key client escalations and work with Relationship Managers, Product, Risk and Operations partners to improve the SME customer journey. Key Responsibilities

• Manage SME customer service and operations teams, setting clear service standards, workload priorities and performance measures for accuracy, turnaround time, client satisfaction and control quality.
• Oversee the processing of SME account opening, account maintenance and transaction-servicing requests, including payments, remittances, deposits, cash-management and trade-related activities.
• Establish, review and enhance operating procedures, service workflows and control measures to improve efficiency, reduce operational risk and support the growth of the SME banking business.
• Act as the senior escalation point for complex customer issues and service requests, partnering with Relationship Managers, Product teams and internal support functions to deliver timely resolutions.
• Lead digitisation, automation and continuous-improvement initiatives, including system enhancements, workflow redesign and performance-data analysis to improve service delivery and operational effectiveness.
• Develop and retain a capable service and operations team through coaching, performance management, knowledge sharing and a collaborative, customer-focused working culture. Requirements
• University degree in Finance, Business Administration, Economics, Banking or another relevant discipline.
• At least 10 years of banking operations, client-service or business-banking experience, including several years in a team-lead, supervisory or managerial position.
• Strong understanding of SME or business-banking services, including client onboarding, account servicing, payments, deposits, trade finance and cash-management processes.
• Proven experience managing operational controls, regulatory requirements, client escalations and service-quality standards within a banking environment.
• Demonstrated ability to manage KPIs, interpret performance data and deliver process, customer-experience and productivity improvements.
• Strong leadership, stakeholder-management and communication skills, with fluency in written and spoken English and Chinese, including Cantonese and Mandarin. Apply Now If you are an experienced SME banking service and operations leader ready to improve client experience and operational performance within a growing business-banking platform, please send your CV to Raymond Cheung for a confidential discussion about this opportunity.