AI-Driven Retail Banking Process & Service Manager

CMB Wing Lung Bank Limited; Hong Kong; On-site; HKD 720,000 - 960,000; Full time

Job summary

CMB Wing Lung Bank Limited in Hong Kong seeks a Manager for Business & Service Management at Retail Finance Headquarters. You will drive end-to-end process reengineering to improve service efficiency and referral capabilities, and apply AI, low-code, or RPA to digitize operations and reduce costs.

You will manage projects from requirements through testing, training, and rollout, while analyzing frontline feedback to inform optimization strategies and ensure compliant, innovative solutions.

Qualifications

• Holder of degree in Business, Finance, Information Technology, or related disciplines
• Minimum 3 years of experience in retail banking, process optimization, or FinTech projects
• Familiar with AI tools, knowledge of prompt engineering
• MS Excel, Word, and PowerPoint skills. Knowledge of VBA is a plus
• Experience in RPA and low-code development is a plus
• Possess a strong “Business + Technology” mindset
• Proven practical ability to write Business Requirement Documents and design test cases
• Excellent cross-departmental communication skills; able to act as a bridge between Business and IT departments to effectively translate business requirements into technical solutions
• Strong awareness of banking compliance and risk control while driving innovation
• Candidates with more experience will be considered as Assistant Vice President.

Responsibilities

• End-to-end process reengineering to resolve customer and retail banking pain points
• Apply AI, low-code, or RPA technologies to automate, digitize, and bring intelligence to services and operations
• Manage project implementation, covering requirements analysis, comprehensive test strategies and planning, independent test case writing, execution of functional and regression testing, user training, issue resolution, and system rollout
• Assist in analyzing frontline service feedback (voice of the customer/staff), support the formulation of optimization strategies

Skills

Business + Tech mindset

Cross-departmental communication

BRD writing & test design

Education

Bachelor's degree in Business/Finance/IT

Tools

MS Excel

PowerPoint

Word

VBA

Job description

CMB Wing Lung Bank Limited in Hong Kong seeks a Manager for Business & Service Management at Retail Finance Headquarters. You will drive end-to-end process reengineering to improve service efficiency and referral capabilities, and apply AI, low-code, or RPA to digitize operations and reduce costs.

You will manage projects from requirements through testing, training, and rollout, while analyzing frontline feedback to inform optimization strategies and ensure compliant, innovative solutions.