HSBC Group

A Career with Hang Seng Bank 

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. 

Head of Client Services and CAO

Strategic Change, Business Risk and Client Services, Commercial Banking

Hang Seng’s Commercial Banking (CMB) 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 high caliber individual to join us as Head of Client Services and CAO.

Principal responsibilities

• Lead the Client Services and CAO function within HASE on behalf of the Commercial Banking business
• Responsible for managing the customer journey of new account onboarding and post-onboarding customer due diligence reviews such that the process delivery is within the service pledge.
• Take ownership on the delivery of seamless customer experience by acting as the focal point of Commercial Banking in addressing the changes from the evolving internal as well as external landscape.
• Ensure effective collaboration with the onshore and offshore service teams for the provision of superior service, maintaining high standards of internal control and driving process efficiency through on-going streamlining initiatives.
• Manage  ongoing activities across Commercial Banking including budget ownership, headcount management, oversight of change initiatives (e.g. regulatory, technological, operational), identifying and responding to performance trends and managing engagement with partner functions and key stakeholders.
• Drive Commercial Banking employee value propositions and people agenda; accountable for driving various business management activities
• Act as the focal point in Commercial Bankingfor service management, operation performance oversight and governance
• Monitor direct and indirect cost spend of Commercial Banking and ensure cost discipline is upheld
• Accountable in ensuring all objectives and key outcomes are met by self and team in line with Business requirements / targets.

• Outstanding understanding of HSBC Group and HASE structures, values, behaviors, processes and objectives.
• Thorough understanding of the Group and HASE GB and CMB businesses, including products, propositions, services, systems, sales process, relationship management models, the financial services landscape and competitor developments.
• A flexible attitude which aligns well with the fluidity of a large team, to be able to think strategically from a business perspective and be capable of challenging existing practices / processes, leveraging on data insights.
• Strong knowledge of the external environment with sound understanding of the Financial Services industry including latest developments on government, regulators, media and investors’ fronts and its corresponding impact on HASE.  Support key executives in making informed business decisions.
• Strong knowledge of operationalizing policies and procedures for managing or minimizing risks - including credit, operational, regulatory and reputational risks - in accordance with the Group Standards Manual, Risk FIM; relevant guidelines and standards.
• Successful experience in developing and retaining critical talent and building an effective leadership team.
• Proven ability in analytical rigor, including being able to contextualize data into business activities and conclusions.
• Strong sense of ownership and servicing mindset to ensure efficient and effective customer service processes

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