AVP, 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 AVP, Customer Onboarding & Specialist, Business Banking

Principal responsibilities

• Manage clients through the full onboarding ecosystem & journey, ensuring complete and accurate documentation, timely processing and driving disciplined follow-ups with ecosystem, customers & target persona  ensuring complete and accurate documentation, timely processing, and full compliance with the Bank’s AML/KYC standards and applicable regulatory requirements.,
• Serve with understanding of the industry movements, common business model and policy changes involving China Nexus Customers while 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.

Qualifications - External

• University degree in Business Administration or related disciplines
• Demonstrate understanding of the prevailing industry operating models and risk/complexity drivers
• 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
• Proficiency in both spoken and written English and Chinese
• Good communication and interpersonal skills to engage Mandarian speaking customers & external parties 
• 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.
• Subject to the assessment and selection process, candidate may also be considered as AVP, Customer Onboarding, BBD or AVP, Onboarding & Servicing, BBD

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.