Customer Onboarding & Account Maintenance Manager - Customer Support & Operations Excellence

Responsibilities

• Assist the Section Head in the strategic planning, operational management, and governance of the Corporate Account Onboarding function, serving as the Subject Matter Expert (SME) for Corporate Customer Due Diligence (CDD) and KYC requirements.
• Ensure all account onboarding and maintenance activities, including corporate, remote, and cross-border accounts, are executed accurately, efficiently, and in full compliance with the Bank's policies, regulatory requirements, and HKMA standards.
• Act as the key liaison among Business Units (BU), 2nd Line of Defense (2LoD), IT, FCCD, and offshore teams, providing expert guidance on complex KYC/CDD cases, resolving issues and conflicts, and ensuring seamless stakeholder coordination and customer onboarding experiences.
• Maintain oversight of operational activities across Hong Kong and offshore teams, ensuring effective workload management, SLA adherence, timely escalation of issues, and consistent delivery of high-quality service standards.
• Utilize Tableau, data analytics, and management reporting tools to monitor team productivity, backlog status, operational trends, quality assurance results, and performance metrics, providing meaningful insights and executive updates to senior management.
• Lead quality assurance and risk management activities, including monitoring offshore outputs, conducting sampling reviews, managing risk escalations, performing root-cause analysis, and implementing corrective actions to strengthen operational controls.
• Drive operational excellence through process re-engineering, continuous improvement initiatives, and the migration of suitable activities to offshore teams, enhancing efficiency, scalability, and service quality.
• Lead and manage section-related projects, system enhancements, and new initiatives, including project planning, requirement gathering, timeline management, milestone tracking, stakeholder coordination, status reporting, and successful delivery of business outcomes.
• Oversee all aspects of the System Development Life Cycle (SDLC), including User Requirements Specification (URS), User Acceptance Testing (UAT), implementation planning, deployment support, and post-implementation reviews.
• Supervise, coach, and develop both Hong Kong and offshore staff through regular performance feedback, formal appraisals, training, knowledge-sharing initiatives, and employee engagement activities to build a high-performing and collaborative team.
• Identify operational risks, ensure adherence to established risk control frameworks, and proactively assess, report, mitigate, and monitor risks arising from daily operations.
• Comply with all applicable regulatory requirements, internal policies, codes, guidelines, and standards, while performing duties with the highest level of integrity and professionalism.

Requirements

• University degree or above in Business Administration, Finance, or other relevant disciplines
• Professional certification in AML (e.g., CAMS, AAMLP) is highly preferred
• Minimum 7 years of relevant experience in Business/Commercial Banking, with at least 3 years in a supervisory or leadership role focusing on Client Onboarding or KYC.
• Proven track record in managing complex corporate structures (e.g., MSO, SPVs, Trusts, Funds).
• Experience in managing or coordinating with offshore service providers and local HK support teams is highly advantageous
• Strong understanding of operational risk management and regulatory remediation exercise
• Ability to manage day-to-day operations while simultaneously leading projects or regulatory remediation exercises.
• Proficient in written and spoken Chinese (Cantonese & Mandarin) and English
• Advanced proficiency in Microsoft Office (Excel, PowerPoint, Word) and strong data reporting/analytical skills to monitor team performance and KPIs.
• Project management experience or Business Analyst expertise in process re-engineering (e.g., Lean Six Sigma, Agile certification) is a plus
• Advanced proficiency in Tableau for developing dashboards, tracking KPIs, and visualizing operational metrics is a plus