SME Client Service & Operations Lead

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

Join a leading financial institution in Hong Kong as SME Client Service & Operations Lead, responsible for end-to-end service delivery and operational support for small and medium-sized enterprise (SME) clients. You will manage frontline service and back-office operations teams, ensuring SME customers receive fast, accurate and compliant support from onboarding through ongoing account and transaction servicing.

Key Responsibilities

• Lead the SME customer service and operations function, defining service standards, KPIs and performance targets around turnaround time, quality and SME client satisfaction.
• Oversee day-to-day SME account lifecycle activities, including onboarding, documentation, account maintenance and transaction processing (payments, remittances, deposits, trade-related services), in line with internal policies and regulatory requirements.
• Design and continuously improve operating procedures, workflows and control measures to enhance efficiency, reduce operational risk and support growth in the SME banking segment.
• Act as the key escalation point for complex SME client issues, working closely with Relationship Managers, product specialists and other support teams to deliver timely and practical resolutions.
• Drive service and process improvements, including system enhancements, workflow optimization and data-driven monitoring of performance metrics to strengthen the SME client experience.
• Build and develop a high-performance SME service and operations team, fostering a collaborative culture and strong capability in SME banking products and processes.

Requirements

• Degree in Finance, Business, Economics or a related discipline.
• 10+ years’ experience in banking operations and/or client service, with substantial exposure to SME or business banking clients and several years in a team‑lead or managerial capacity.
• Solid understanding of SME banking processes and products (account opening, payments, deposits, trade and cash-management services) and how they flow through front-to-back operations.
• Proven experience in designing and operating control frameworks and managing operational, regulatory and reputational risks in line with bank standards.
• Demonstrated ability to set and manage KPIs, analyze performance data and drive process and customer‑experience improvements for SME client segments.
• Strong leadership, stakeholder‑management and communication skills, with fluent written and spoken English and Chinese (Cantonese and Mandarin).