SME Banking: Client Service & Operations Leader

All Star Agency; Hong Kong; On-site; HKD 900,000 - 1,800,000; Full time

Job summary

All Star Agency in Hong Kong is seeking a Client Service & Operations Lead for SME Banking to oversee end-to-end service delivery and back-office support for SME clients. You will manage frontline teams and ensure fast, accurate, and compliant handling from onboarding to ongoing servicing.

The role demands senior leadership, deep SME product knowledge, and a track record of improving processes while meeting regulatory requirements.

Qualifications

• Degree in Finance, Business, Economics or related discipline.
• 10+ years in banking operations or client service with SME exposure.
• Deep knowledge of SME banking products and front-to-back processes.
• Proven ability to design control frameworks and manage regulatory risk.
• Strong KPI setting, data analysis and customer experience improvement skills.
• Fluent in English and Chinese (Cantonese and Mandarin).

Responsibilities

• Lead SME customer service and operations, set service standards and KPIs.
• Oversee onboarding, account maintenance and transaction processing for SME clients.
• Design and optimize procedures to increase efficiency and reduce risk.
• Escalate complex issues to collaborating teams and deliver timely resolutions.
• Drive system and workflow improvements with data-driven monitoring.
• Build and coach a high-performing SME service and operations team.

Skills

Leadership

KPIs

Stakeholder management

Communication

Cantonese

Mandarin

Regulatory risk

SME banking knowledge

Team leadership

Education

Degree in Finance/Business/Economics

Job description

All Star Agency in Hong Kong is seeking a Client Service & Operations Lead for SME Banking to oversee end-to-end service delivery and back-office support for SME clients. You will manage frontline teams and ensure fast, accurate, and compliant handling from onboarding to ongoing servicing.

The role demands senior leadership, deep SME product knowledge, and a track record of improving processes while meeting regulatory requirements.