Client Service & Operations Lead (SME Banking)

Overview

Join a leading financial institution in Hong Kong as Client Service & Operations Lead (SME Banking), 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‑performing 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).

If you are an experienced SME banking service and operations professional ready to lead a client‑focused platform, please send your CV to Raymond Cheung for a confidential discussion about this opportunity.