SME Banking Services Lead - Operations & Client Experience

ALL-STAR AGENCY; Hong Kong; On-site; HKD 900,000 - 1,300,000; Full time

Job summary

ALL-STAR AGENCY in Hong Kong seeks a seasoned leader to head SME Client Service & Operations, ensuring end-to-end delivery for SME clients. You will manage frontline service and back-office teams, aligning onboarding, account servicing and payments with regulatory standards and client needs.

The role requires 10+ years in banking operations or client service, strong KPI skills, and fluency in English and Cantonese/Mandarin.

Qualifications

• 10+ years in banking operations or client service.
• Substantial SME/business banking exposure.
• Experience designing and managing KPI-driven performance improvements.
• Fluent English and Cantonese/Mandarin communication.

Responsibilities

• Lead SME customer service and operations function with defined KPIs and targets.
• Oversee onboarding, account maintenance and transaction processing for SME clients.
• Design and improve procedures to reduce risk and increase efficiency.
• Escalate complex SME issues to cross-functional teams for timely resolutions.
• Drive system enhancements and data-driven monitoring to improve client experience.
• Build and develop a high-performance SME service and operations team.

Skills

SME Banking

Operations Leadership

KPI Management

Cross-functional teamwork

Education

Bachelor's degree in Finance/Business

Job description

ALL-STAR AGENCY in Hong Kong seeks a seasoned leader to head SME Client Service & Operations, ensuring end-to-end delivery for SME clients. You will manage frontline service and back-office teams, aligning onboarding, account servicing and payments with regulatory standards and client needs.

The role requires 10+ years in banking operations or client service, strong KPI skills, and fluency in English and Cantonese/Mandarin.