Client Service Manager

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. Private Banking and Trust Services Hang Seng's Private Banking provides services for people who have successfully built their asset base and now want to place their wealth in the hands of experts who know how to nurture it. Our banking services and products are bespoke, ranging from tailored investment advice and capital solutions to holistic health and personal protection and trustee services. Our team offers professional wealth management advice at both a local level and on a global scale. Should you join our Private Banking business, you will focus on building close relationship with our high-net-worth customers, providing professional advice and premium service to them and contribute to the profitability of the Bank. We are currently seeking a high caliber professional to join our team as Client Service Manager, reporting to Head of Platform Management. Principal Responsibilities Lead the team of Assistant Client Service Manager (ACSM) to deliver high quality and consistent services to Private Banking Clients Coach, mentor and develop ACSMs to acquire the same level of skills and knowledge in execution and the adoption of best practices ACSM resources management, RM/ACSM ratio monitoring, mapping and backup arrangement Be a Point of Escalation for client’s complaints, operational incidents and on-ground issues Represent the Front Office in the Bank’s change management initiatives and projects Act as the primary liaison for the FO, ensuring alignment between daily operational activities and overarching business goals. Support Head of Platform Management in the implementation of Business Strategies/ Initiatives; identify streamlining opportunities and initiate procedural changes and/ or system enhancements to cope with internal or external requirements/ changes and ensure control effectiveness Conduct regular review on internal guidelines, work processes and service levels to enhance operational efficiencies Provide Business Management support, undertake other assignments/projects as required by Management from time to time Monitor, analyze, and report on relevant Key Performance Indictor to access the effectiveness of processes and team performance. Provide regular updates and actionable insights to management. Promote knowledge sharing by documenting and disseminating successful strategies and process improvements across multiple teams, ensuring consistent adoption of best practices. Requirements Bachelor degree or above Passes in HKSI and IIQE Licensing Examinations Proven years in the relevant role in banking sector Exceptional team leader with exceptional communication skill and navigation skills Good analytics and logic to prioritise and work effectively under pressure Able to lead, motivate and mobilise a large team of assistants to deliver the day‑to‑day role an ad‑hoc projects Able to adapt and react to new regulations efficiently and collaborate with various departments Able to act without supervision for time critical issues Able to drive improvements in process and provide positive suggestions to related departments 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 . You’ll achieve more when you join Hang Seng Bank Limited. Hang Seng is committed to service excellence. Our people are our most important asset and play a vital role in our efforts to continually enhance our performance for customers and provide best-in-class products and services. We seek to attract high-calibre talent by offering a dynamic working environment, good career development opportunities and competitive compensation packages. Issued by Hang Seng Bank Limited #J-18808-Ljbffr