Manager, Centralized Branch Operations

Leadingnation; Hong Kong; On-site; HKD 800,000 - 1,200,000; Full time

Job summary

A prominent banking institution in Hong Kong is looking for a leader to drive the Centralized Branch Operations Team. The role focuses on optimizing branch processes, ensuring compliance, and enhancing customer experience through innovation and technology. Candidates should possess extensive retail banking operations experience, strong knowledge of regulations, and excellent communication skills in English and Chinese. The position offers the opportunity to lead and develop a centralized team in a dynamic environment.

Qualifications

• At least 7 years of retail banking operations experience with a university degree, or 10 years with secondary education.
• Strong knowledge of retail banking regulations and branch operations.
• Experience in leading process improvement initiatives.

Responsibilities

• Lead the Centralized Branch Operations Team to reduce branch workload.
• Optimize branch processes to enhance efficiency.
• Ensure compliance with internal policies and external regulations.
• Work with stakeholders and IT on automation initiatives.
• Supervise and develop the centralized team.
• Compile data on efficiency and service quality.
• Handle ad hoc assignments as required.

Skills

Retail banking knowledge

Interpersonal skills

Process improvement

Fluent in English and Chinese

Presentation skills

Education

University degree or secondary education in a relevant field

Tools

Microsoft Office

Chinese word processing

Job description

Job Purpose:

• Lead the Centralized Branch Operations Team to reduce branch workload by transferring process from branches to the centralized team.
• Improve efficiency, strengthen controls, and ensure compliance with policies and regulations. Support branches directly to enhance customer experience, enabling branch staff to focus more on customer service and relationship deepening.
• Drive continuous improvement and innovation to increase overall branch performance.

Main Responsibilities:

• Process Centralization & Efficiency: Centralize and optimize branch process to improve efficiency and reduce branch workload.
• Branch Support & Customer Experience: Assist branch with service requests and complex customer issues. Provide timely support to enhance customer experience.
• Compliance & Control: Ensure compliance with internal policies and external regulations. Strengthen control effectiveness in centralized process.
• Technology & Innovation: Work with stakeholders and IT to support automation initiatives. Encourage innovation to improve service quality.
• Team Leadership: Supervise and develop the centralized branch operations team. Promote professionalism and accountability.
• Compilation of Data and Management Information: Compile data on efficiency, control, and service quality. Provide insights to refine operations and customer engagement.
• Ad Hoc Projects: Handle and complete ad hoc assignments as and when required.

To meet the challenge, you should have the following qualifications and attributes:

• University degree with at least 7 years’ or secondary education with at least 10 years’ retail banking operations experience
• Strong knowledge in retail banking regulations, branch operations, products and services
• Solid and wealth experience in driving process improvement initiatives and leading centralized processing team
• Self-motivation with excellent interpersonal, communication and presentation skills
• Fluent in spoken and written English and Chinese, preferably including Putonghua
• PC Literate with good knowledge of Microsoft Office and Chinese word processing

Please note that only shortlisted candidates will be notified.