Senior Branch Operations Management Manager

Retail Distribution

Hang Seng's Retail Distribution focuses on personal wealth management and financial services. Our one-stop wealth management initiatives are designed for both our affluent and mass integrated account customers. With around 260 branches and automated banking centres, including around 50 Prestige Banking Centres for our high-end personal customers, we serve over half of the adult population in Hong Kong while offering an extensive range of products to our valued customers. 

We are currently seeking a high caliber professional to join our department as Senior Branch Operations Management Manager, reporting to Head of Service and Operation.

Principal responsibilities:

• Plan and execute procedures related to Branch network to identify improvement opportunities for streamlining, Branch operations improvement and controls 
• Manage daily branch operation and operational risk with effective measures in place to ensure adherence to Group and local standards  
• Execute measures in support of Anti-Money Laundering, Sanctions, Anti-Bribery & Corruption and Financial Crime Risk policies and ensure implementation excellence 
• Responsible for driving remedial actions from periodic assessments, internal and external audits  
• Manage and perform incident management, central cashier support and regulatory risk activities  
• Obtain staff and customer feedback through regular meetings, branch visits, complaints and NPS to enhance staff and customer satisfaction 
• Support the Head of Service and Operation and collaborate closely within Retail Distribution and wider business units including 2nd & 3rd line-of-defense 
• Support Retail Distribution Management in deploying control measures to adhere to the emerging risk  

Requirements

• Solid retail banking experience, with exposure in retail distribution 
• Proven track record in operation management, branch process, control and workflow design
• Good people leadership to engage, motivate and develop team
• Strong self-motivation and ability to work independently
• Strong sense of ownership and servicing mindset to ensure efficient and effective customer service processes
• University degree in Business or related disciplines is preferred
• Proficiency in both spoken and written English and Chinese
• Professional qualifications such as Enhanced Competency Framework (ECF) and/or Certified Banker (CB) under Hong Kong Institute of Bankers (HKIB) would be an advantage.