Client Service & Operations Lead (SME Banking)

All Star Agency; Hong Kong; On-site; HKD 900,000 - 1,800,000; Full time

Job summary

All Star Agency in Hong Kong is seeking a Client Service & Operations Lead for SME Banking to oversee end-to-end service delivery and back-office support for SME clients. You will manage frontline teams and ensure fast, accurate, and compliant handling from onboarding to ongoing servicing.

The role demands senior leadership, deep SME product knowledge, and a track record of improving processes while meeting regulatory requirements.

Qualifications

• Degree in Finance, Business, Economics or related discipline.
• 10+ years in banking operations or client service with SME exposure.
• Deep knowledge of SME banking products and front-to-back processes.
• Proven ability to design control frameworks and manage regulatory risk.
• Strong KPI setting, data analysis and customer experience improvement skills.
• Fluent in English and Chinese (Cantonese and Mandarin).

Responsibilities

• Lead SME customer service and operations, set service standards and KPIs.
• Oversee onboarding, account maintenance and transaction processing for SME clients.
• Design and optimize procedures to increase efficiency and reduce risk.
• Escalate complex issues to collaborating teams and deliver timely resolutions.
• Drive system and workflow improvements with data-driven monitoring.
• Build and coach a high-performing SME service and operations team.

Skills

Leadership

KPIs

Stakeholder management

Communication

Cantonese

Mandarin

Regulatory risk

SME banking knowledge

Team leadership

Education

Degree in Finance/Business/Economics

Job description

Join a leading financial institution in Hong Kong as Client Service & Operations Lead (SME Banking), responsible for end‑to‑end service delivery and operational support for small and medium‑sized enterprise (SME) clients. You will manage frontline service and back‑office operations teams, ensuring SME customers receive fast, accurate and compliant support from onboarding through ongoing account and transaction servicing.

Key Responsibilities

• Lead the SME customer service and operations function, defining service standards, KPIs and performance targets around turnaround time, quality and SME client satisfaction.
• Oversee day‑to‑day SME account lifecycle activities, including onboarding, documentation, account maintenance and transaction processing (payments, remittances, deposits, trade‑related services), in line with internal policies and regulatory requirements.
• Design and continuously improve operating procedures, workflows and control measures to enhance efficiency, reduce operational risk and support growth in the SME banking segment.
• Act as the key escalation point for complex SME client issues, working closely with Relationship Managers, product specialists and other support teams to deliver timely and practical resolutions.
• Drive service and process improvements, including system enhancements, workflow optimization and data‑driven monitoring of performance metrics to strengthen the SME client experience.
• Build and develop a high‑performing SME service and operations team, fostering a collaborative culture and strong capability in SME banking products and processes.

Requirements

• Degree in Finance, Business, Economics or a related discipline.
• 10+ years’ experience in banking operations and/or client service, with substantial exposure to SME or business banking clients and several years in a team‑lead or managerial capacity.
• Solid understanding of SME banking processes and products (account opening, payments, deposits, trade and cash‑management services) and how they flow through front‑to‑back operations.
• Proven experience in designing and operating control frameworks and managing operational, regulatory and reputational risks in line with bank standards.
• Demonstrated ability to set and manage KPIs, analyze performance data and drive process and customer‑experience improvements for SME client segments.
• Strong leadership, stakeholder‑management and communication skills, with fluent written and spoken English and Chinese (Cantonese and Mandarin).