Strategic Lead: SME Banking Operations & Client Services

ALL-STAR AGENCY; Hong Kong; On-site; HKD 1,200,000 - 1,600,000; Full time

Job summary

ALL-STAR AGENCY in Hong Kong is seeking a seasoned banking operations and client services leader to own the SME service and operations platform. You will manage frontline service and operations teams, shape end-to-end client journeys from onboarding through ongoing servicing, and embed strong controls to support scalable growth.

Lead a cross-functional team across RM, Product and Compliance, drive digitization and KPI performance, and ensure regulatory and reputational risk standards are met

Qualifications

• 10+ years in banking operations or client services, with leadership experience.
• Strong knowledge of SME banking processes and client service models.
• Experience designing/operating control frameworks and managing risks.
• Proven ability to set/manage KPIs and use data to improve client experience and efficiency.
• Excellent English and Cantonese & Mandarin communication; able to influence senior management.

Responsibilities

• Lead and coach client services and operations teams with clear KPIs.
• Oversee SME account lifecycle: onboarding, KYC, maintenance, payments and deposits.
• Design operating frameworks and control enhancements with RM, Product and Compliance.
• Serve as escalation point for complex issues; deliver timely, well-documented resolutions.
• Drive digitization and dashboards to monitor performance and identify improvements.
• Build talent and leadership pipeline aligned with bank values and objectives.

Skills

Leadership

Client Services

Banking Operations

KYC/CDD

Process Improvement

Data-Driven Decision Making

English

Cantonese

Mandarin

Education

Degree in Finance/Business/Economics

Job description

ALL-STAR AGENCY in Hong Kong is seeking a seasoned banking operations and client services leader to own the SME service and operations platform. You will manage frontline service and operations teams, shape end-to-end client journeys from onboarding through ongoing servicing, and embed strong controls to support scalable growth.

Lead a cross-functional team across RM, Product and Compliance, drive digitization and KPI performance, and ensure regulatory and reputational risk standards are met