Manager – SME Operations, Controls & Client Services

All Star Agency; Hong Kong; On-site; HKD 1,200,000 - 1,800,000; Full time

Job summary

All Star Agency in Hong Kong is seeking a seasoned Manager - SME Operations, Controls & Client Services to lead SME banking client servicing, onboarding and transaction support, ensuring scalable growth and strong governance.

You will manage frontline teams, set KPIs, collaborate with Relationship Management, Product and Compliance, and drive digitization to deliver a seamless, compliant client experience across Cantonese and Mandarin markets.

Qualifications

• University degree in Finance, Business Administration, Banking, Economics or a related discipline.
• 10+ years in banking ops or client-service with SME/commercial banking leadership.
• Solid SME banking knowledge: onboarding, KYC/CDD, servicing, payments, remittances, deposits.
• Experience establishing operational controls and managing regulatory risk.
• Proven ability to set and manage KPIs and drive digitization.
• Strong leadership and bilingual English/Chinese skills (Cantonese & Mandarin).

Responsibilities

• Lead SME client-services and operations teams with defined KPIs and service standards.
• Oversee SME lifecycle: onboarding, KYC, account maintenance, transaction servicing.
• Develop procedures and control measures to enhance efficiency and manage risks.
• Escalation point for complex cases; collaborate with RMs, Product, Compliance.
• Drive digitization, dashboards and data-driven service improvements.
• Coach and develop teams to foster a collaborative, client-focused culture.

Skills

Leadership

Stakeholder management

Communication

Bilingual English/Chinese

KPI management

Education

University degree in Finance, Business Administration, Banking, Economics or related discipline

Job description

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.