Retail KYC & Onboarding Ops Manager

Andrea Mak; Hong Kong; On-site; HKD 558,000 - 781,000; Full time

Job summary

Andrea Mak in Hong Kong is seeking a Retail COB/KYC Ops Manager to lead high-throughput, digital onboarding and verification for individual and wealth management clients, balancing seamless customer experience with strict regulatory identity checks and non-face-to-face onboarding compliance.

This role covers account opening, NFTF compliance per SFC guidelines, sanctions screening, data cleansing, customer support collaboration, and workflow optimization with IT for OCR and onboarding

Qualifications

• Bachelor's degree or diploma in Finance, Business, Information Systems, or related field.
• 5-10+ years of experience in retail account opening, client onboarding, or operations within a retail securities brokerage, virtual bank, or digital wealth platform.
• Familiarity with SFC retail onboarding rules, personal data privacy laws, and anti-fraud controls.
• High attention to detail with the ability to handle high-volume transaction queues under TAT targets.
• Tech-savvy with an analytical mindset toward process streamlining.
• Fluency in Cantonese, English, and Mandarin.

Responsibilities

• Retail Account Opening & Verification: Review and process daily retail account applications submitted via mobile apps and online portals, verifying identity documents, proof of address, and accredited investor documentation.
• Non-Face-to-Face (NFTF) Compliance: Ensure all digital onboarding aligns strictly with SFC guidelines on non-face-to-face account opening (e.g., designated bank account transfers, certified true copies, e-signatures, and approved biometric e-KYC authentication).
• Sanctions & PEP Screening: Perform initial automated/manual screening against global sanctions lists, PEP databases, and internal blacklists; escal around suspicious hits to the AML Compliance team.
• Name & Data Cleansing: Conduct regular data cleansing, maintain client account master data, and update client records (e.g., address changes, tax status shifts, risk tolerance profile updates).
• Customer Support & Issue Resolution: Liaise with the Customer Service and Retail Sales teams to resolve rejected applications, missing documentation, or deposit-matching exceptions.
• Workflow & Process Optimization: Partner with product and IT teams to conduct User Acceptance Testing (UAT) for app-based KYC workflow optimizations, automated OCR document recognition, and digital onboarding enhancements.

Skills

Languages: Cantonese, English, andMand

Education

Bachelor's degree or diploma in Finance, Business, Information Systems, or related field

Job description

Andrea Mak in Hong Kong is seeking a Retail COB/KYC Ops Manager to lead high-throughput, digital onboarding and verification for individual and wealth management clients, balancing seamless customer experience with strict regulatory identity checks and non-face-to-face onboarding compliance.

This role covers account opening, NFTF compliance per SFC guidelines, sanctions screening, data cleansing, customer support collaboration, and workflow optimization with IT for OCR and onboarding