Senior Manager - Customer Service & Operations Manager (SME Banking)

ALL-STAR AGENCY; Hong Kong; On-site; HKD 1,000,000 - 1,800,000; Full time

Job summary

ALL-STAR AGENCY in Hong Kong seeks a Senior Manager - Customer Service & Operations (SME Banking) to lead frontline service and day‑to‑day SME client operations, from onboarding to ongoing account servicing.

Overseeing performance, ensuring high‑quality, timely support. You will build KPIs, design efficient workflows, manage risks, and coach teams while collaborating with Relationship Managers, product teams and compliance to deliver reliable SME banking services.

Qualifications

• Degree in Finance, Business, Economics or a related discipline.
• 10+ years’ experience in banking operations and/or client service, with significant exposure to SME or business banking clients and several years in a team‑lead or managerial role.
• Strong understanding of front‑to‑back processes for SME banking (account opening, payments, deposits, trade and cash‑management services) and SME‑focused service models.
• Proven track record in designing and operating robust control frameworks and managing operational, regulatory and reputational risks in accordance with bank standards.
• Demonstrated ability to set and manage KPIs, analyze performance trends and drive process and customer‑experience improvements for SME client segments.
• Excellent leadership, stakeholder‑management and communication skills, with fluent written and spoken English and Chinese (Cantonese and Mandarin), and the ability to influence cross‑functional teams.

Responsibilities

• Lead and manage SME customer service and operations teams, setting direction, priorities and KPIs around service quality, turnaround time, accuracy and SME client satisfaction.
• Oversee SME account onboarding, maintenance and transaction servicing (payments, remittances, deposits, trade transactions), ensuring processes run smoothly and comply with internal policies and regulatory requirements.
• Design and refine operating procedures, workflows and control frameworks to enhance efficiency, reduce operational risk and support growth in the SME banking segment.
• Act as the escalation and resolution point for SME client issues and complex servicing requests, working closely with Relationship Managers, product teams and other support functions to deliver timely, practical solutions.
• Drive continuous improvement and digitization initiatives across SME customer service and operations, including system enhancements, workflow optimization and data‑driven monitoring of performance metrics.
• Develop, coach and retain talent within the SME service and operations function, building a collaborative, high‑performance culture aligned with the institution’s values.

Job description

Join a leading financial institution in Hong Kong as Senior Manager - Customer Service & Operations (SME Banking), overseeing service delivery and day‑to‑day operations for small and medium‑sized enterprise (SME) clients. You will lead frontline service and operations teams, ensuring SME customers receive responsive, high‑quality support from onboarding through ongoing account and transaction servicing.

Key Responsibilities

• Lead and manage SME customer service and operations teams, setting direction, priorities and KPIs around service quality, turnaround time, accuracy and SME client satisfaction.
• Oversee SME account onboarding, maintenance and transaction servicing (e.g. payments, remittances, deposits, trade transactions), ensuring processes run smoothly and comply with internal policies and regulatory requirements.
• Design and refine operating procedures, workflows and control frameworks to enhance efficiency, reduce operational risk and support growth in the SME banking segment.
• Act as the escalation and resolution point for SME client issues and complex servicing requests, working closely with Relationship Managers, product teams and other support functions to deliver timely, practical solutions.
• Drive continuous improvement and digitization initiatives across SME customer service and operations, including system enhancements, workflow optimization and data‑driven monitoring of performance metrics.
• Develop, coach and retain talent within the SME service and operations function, building a collaborative, high‑performance culture aligned with the institution’s values.

Requirements

• Degree in Finance, Business, Economics or a related discipline.
• 10+ years’ experience in banking operations and/or client service, with significant exposure to SME or business banking clients and several years in a team‑lead or managerial role.
• Strong understanding of front‑to‑back processes for SME banking (account opening, payments, deposits, trade and cash‑management services) and SME‑focused service models.
• Proven track record in designing and operating robust control frameworks and managing operational, regulatory and reputational risks in accordance with bank standards.
• Demonstrated ability to set and manage KPIs, analyze performance trends and drive process and customer‑experience improvements for SME client segments.
• Excellent leadership, stakeholder‑management and communication skills, with fluent written and spoken English and Chinese (Cantonese and Mandarin), and the ability to influence cross‑functional teams.