Executive/ Assistant Manager, Operations Support & Services, HK

Malayan Banking Berhad ('Maybank'); Hong Kong; On-site; HKD 201,000 - 335,000; Full time

Job summary

Maybank in Hong Kong is seeking an operations professional to support account opening and client instruction handling. You will work with Relationship Managers and onboarding teams to ensure accurate processing and data setup, while maintaining high service standards.

The role requires strong attention to detail, solid banking regulations knowledge, and excellent English, Cantonese and Mandarin communication. You will participate in audits, reviews, and daily team coordination to meet SLAs.

Qualifications

• 3-5 years of relevant experience in account opening and account maintenance.
• Knowledge of regulatory requirements relating to banking.
• Strong customer service awareness and attention to detail.
• Excellent command of written and spoken English, Cantonese and Mandarin.
• Strong PC skills and data management proficiency.

Responsibilities

• Deliver quality customer services through accurate and efficient counter transactions.
• Collaborate with Relationship Managers and other stakeholders in handling client instructions (cash/cheque processing, deposits, fund transfers, etc.).
• Assist in account opening services including review of documentation and customer data setup.
• Respond to inquiries via phone or email in a timely manner.
• Perform call backs to verify client instructions are genuine.
• Upload, organize and archive records and documents.
• Support regulatory drills and annual reviews (HKMA, HKAB, DPB, IRD, etc.).
• Monitor service performance and provide coaching as needed.
• Ensure compliance with internal guidelines and regulatory requirements.

Skills

Customer service

Attention to detail

Interpersonal skills

English Cantonese Mandarin

Data management

Tools

MS Excel

Job description

Job Responsibilities

• Deliver quality customer services through accurate and efficient counter transactions
• Collaborate with Relationship Managers and other relevant stake holders in handling client’s instruction, including cash and cheque processing, time deposit, fund transfer, cashier’s order or demand draft issuing, audit confirmations etc.
• Collaborate with Relationship Managers, Client Onboarding team and other relevant stakeholders in account opening services including review of account opening documentation, FATCA, CRS, customer profile set up in systems, periodic and trigger review, customer information update etc.
• Respond to internal and external customers’ enquiries via phone or email timely
• Perform call back with customer to ensure the genuine of client’s instruction
• Upload, organize and archive records and documents
• Handle periodic HKICL contingency drills, regulatory annual review i.e. HKMA, HKAB, DPB, IRD etc.
• Monitor service performance of the team and provide coaching whenever required
• Prevent potential money laundering activities by adhering to relevant guidelines and procedures
• Manage and coordinate the team’s daily work to ensure the services meet with expectations and Service Level Agreements
• Monitor the daily operations of the team to ensure compliance with established internal guidelines and regulatory requirements
• Actively promote teamwork and cooperation among colleagues to achieve common goals
• Act as a backup for teammates when needed to ensure smooth workflow and continuity
• Assist in various tasks and projects as required, demonstrating flexibility and adaptability
• Prepare daily MIS and monthly KPI
• Liaising with IT to arrange periodic or ad-hoc simulation tests for clearing / FPS whenever requested by HKICL
• Review and update the department procedure manuals as assigned

Requirements

• 3-5 years of relevant experience in account opening and account maintenance
• Good knowledge of regulatory requirements relating to banking industry
• Highly self-motivated with good attention to details
• Strong sense of customer service awareness and interpersonal skill
• Good command of written and spoken English, Cantonese and Mandarin
• Strong PC skills especially in data management

(Personal data provided in the employment applications will be treated in strict confidential and used in strict confidence and used only for recruitment purpose. For unsuccessful Candidates, the Personal data will be kept for a period of no longer than 2 years, starting from the date we notify the potential candidates of the outcome of the most recent applications)

Humanising Financial Services has always been in our DNA. It is our mission to embed it in everything we do, from the initiatives to uplift communities close to our hearts to the continuous innovation of financial solutions that are simple, intuitive, and centered around the human experience, within the region and beyond. Above all, we understand our responsibility in ensuring that no one gets left behind.

Humanising Financial Services has always been in our DNA. It is our mission to embed it in everything we do, from the initiatives to uplift communities close to our hearts to the continuous innovation of financial solutions that are simple, intuitive, and centered around the human experience, within the region and beyond. Above all, we understand our responsibility in ensuring that no one gets left behind.