Senior SME Operations & Client Experience Manager

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

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.