Manager - SME Operations, Controls and Client Services

Overview Join a leading financial institution in Hong Kong as Manager – SME Operations, Controls & Client Services. You will lead the delivery of client servicing and operational support for the SME banking business, overseeing onboarding, account maintenance, transaction servicing and control activities that enable a seamless client experience and scalable growth. About the Role This is a senior leadership opportunity for a hands-on banking operations professional who can combine client-service excellence with sound operational governance. You will manage frontline service and operations teams, resolve complex SME-client matters and partner with Relationship Management, Product, Compliance and other stakeholders to strengthen service quality, efficiency and control discipline. Key Responsibilities

• Lead and develop SME client-services and operations teams, establishing service standards, workflow priorities and KPIs for turnaround time, accuracy, client satisfaction and control effectiveness.
• Oversee the SME client lifecycle, including onboarding, KYC and document collection, account maintenance and day-to-day transaction servicing for payments, remittances, deposits and related banking services.
• Build, maintain and enhance procedures, operating frameworks and control measures to improve efficiency, manage operational and regulatory risks and support the expansion of the SME banking platform.
• Serve as the escalation point for complex client cases, complaints and higher-risk servicing matters, partnering with Relationship Managers, Product teams and internal support functions to achieve timely, well-documented resolutions.
• Drive digitization, workflow automation and service-improvement initiatives, using performance dashboards and operational data to identify bottlenecks, strengthen controls and enhance the customer experience.
• Build a capable and engaged team through coaching, performance management, knowledge sharing and succession development, fostering a collaborative, accountable and client-focused culture. Requirements
• University degree in Finance, Business Administration, Banking, Economics or another relevant discipline.
• At least 10 years of banking operations, client-service or business-banking experience, including several years leading people, processes and service-delivery activities within an SME, commercial or corporate banking environment.
• Solid front-to-back knowledge of SME banking processes, including account opening, KYC/CDD, account servicing, payments, remittances, deposits, cash management and basic trade or treasury support.
• Proven experience developing and maintaining operational controls, managing regulatory and reputational risk, and ensuring service processes comply with internal standards and applicable requirements.
• Demonstrated ability to set and manage service and operations KPIs, interpret data, resolve performance gaps and lead continuous improvement or digitization initiatives.
• Strong leadership, stakeholder-management and communication skills, with fluent written and spoken English and Chinese, including Cantonese and Mandarin. Apply Now If you are an experienced SME banking operations and client-services leader ready to strengthen service delivery, controls and customer experience within a growing banking platform, please send your CV to Raymond Cheung for a confidential discussion about this opportunity.