VP, Customer Onboarding & Specialist, Business Banking - Hang Seng bank (HK)

Some careers have more impact than others.

If you’re looking for a career where you can make a real impression, join Hang Seng and discover how valued you’ll be. Whether you want a career that could take you to the top, or simply take you in an exciting new direction, Hang Seng offers opportunities, support and rewards that will take you further.

Commercial Banking

Hang Seng’s Commercial Banking business provides customized one-stop financial solutions to our corporate customers, from prime small and medium-sized businesses to publicly listed companies.
For customers conducting business locally or around the world, we offer a comprehensive range of services including corporate lending, trade and receivables finance, structured loan, cash management, investment, treasury services, insurance and e-Banking services. As a reliable financial partner, we attend to the specific business needs of our customers and provide efficient tailor-made banking solutions through our relationship managers and dedicated specialists.
We are currently seeking a high caliber professional to join our team as VP, Customer Onboarding & Specialist, BBD

Principal responsibilities

• Manage end-to-end onboarding for commercial customers, ensuring complete and accurate documentation, timely processing, and full compliance with the Bank’s AML/KYC standards and applicable regulatory requirements.
• Perform detailed quality reviews of onboarding submissions, identify gaps and risks, and provide clear, well-reasoned recommendations to support consistent decision-making across onboarding cases.
• Act as the dedicated, customer-facing point of contact throughout the account-opening journey, engaging clients professionally to confirm requirements, providing proactive status updates, and resolving queries promptly.
• Identify opportunities to support customers’ broader banking needs during onboarding and refer clients to appropriate products and services in line with business objectives.
• Track case progress against agreed service benchmarks, proactively escalating delays, risks, and documentation shortfalls, and driving actions to maintain momentum and meet turnaround expectations.
• Collaborate with internal stakeholders and cross-functional teams to coordinate approvals, align on requirements, and deliver a seamless onboarding experience that strengthens customer satisfaction.
• Contribute to a positive onboarding experience by maintaining clear, timely communication and managing issues effectively through to resolution.
• Maintain accurate, timely system updates and comprehensive case records (notes, document checklists, and approvals) to ensure auditability and support seamless case continuity.
• Lead case governance and manage escalations, ensuring timely resolution of exceptions and clear audit trails for decisions and approvals.
• Coach and support team members through on-the-job guidance and best-practice sharing, building capability in corporate onboarding processes.
• Demonstrated ability to manage and actively engage a cross-functional onboarding ecosystem (e.g., Relationship Management, Operations, Compliance/KYC, Product, Technology and external partners), influencing stakeholders to align priorities, remove blockers, and deliver timely, high-quality customer onboarding outcomes.

Requirements

• University degree in Business Administration or related disciplines
• Proven years of work experience in providing high standard of customer service preferred
• Knowledge in commercial banking and Know Your Customer (KYC) regulatory requirements on corporate customers
• Passes in the Hong Kong Securities and Investment (HKSI) Paper 1, 7 and 8
• Experience in handling CDD review for corporate customers preferred
• Good communication and interpersonal skills
• Proficiency in both spoken and written English and Chinese
• High level of customer centricity mindset with dedication to deliver exceptional quality services for customers
• Professional qualifications such as Enhanced Competency Framework (ECF) and/or Certified Banker (CB) under Hong Kong Institute of Bankers (HKIB) would be an advantage.
• The employment is subject to Mandatory Reference Checking Scheme (MRCS) as per regulatory requirement. For details, please refer to Mandatory Reference Checking Scheme Phase 2 | The Hong Kong Association of Banks.