Senior Manager - Customer Service & Operations Manager (SME Banking)

OverviewJoin a leading financial institution in Hong Kong as Senior Manager - Customer Service & Operations (SME Banking), overseeing service delivery and day‑to‑day operations for small and medium‑sized enterprise (SME) clients. You will lead frontline service and operations teams, ensuring SME customers receive responsive, high‑quality support from onboarding through ongoing account and transaction servicing.Key ResponsibilitiesLead and manage SME customer service and operations teams, setting direction, priorities and KPIs around service quality, turnaround time, accuracy and SME client satisfaction.Oversee SME account onboarding, maintenance and transaction servicing (e.g. payments, remittances, deposits, trade transactions), ensuring processes run smoothly and comply with internal policies and regulatory requirements.Design and refine operating procedures, workflows and control frameworks to enhance efficiency, reduce operational risk and support growth in the SME banking segment.Act as the escalation and resolution point for SME client issues and complex servicing requests, working closely with Relationship Managers, product teams and other support functions to deliver timely, practical solutions.Drive continuous improvement and digitization initiatives across SME customer service and operations, including system enhancements, workflow optimization and data‑driven monitoring of performance metrics.Develop, coach and retain talent within the SME service and operations function, building a collaborative, high‑performance culture aligned with the institution’s values.RequirementsDegree in Finance, Business, Economics or a related discipline.10+ years’ experience in banking operations and/or client service, with significant exposure to SME or business banking clients and several years in a team‑lead or managerial role.Strong understanding of front‑to‑back processes for SME banking (account opening, payments, deposits, trade and cash‑management services) and SME‑focused service models.Proven track record in designing and operating robust control frameworks and managing operational, regulatory and reputational risks in accordance with bank standards.Demonstrated ability to set and manage KPIs, analyze performance trends and drive process and customer‑experience improvements for SME client segments.Excellent leadership, stakeholder‑management and communication skills, with fluent written and spoken English and Chinese (Cantonese and Mandarin), and the ability to influence cross‑functional teams.If you are an experienced SME banking service and operations leader looking to take ownership of a client‑focused platform, please send your CV to Raymond Cheung for a confidential discussion about this opportunity.