ANZ

Head of Client Service Relationship

ANZ

full-time

Posted on:

Location Type: Office

Location: Hong Kong • Hong Kong

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Job Level

Lead

About the role

  • Manage daily operations of the Service and Onboarding activities in Hong Kong, including workload prioritization, team meetings, and handing performance feedback
  • Develop and maintain a training framework and skills matrix to ensure team capabilities, skills and knowledge uplift and cross-training.
  • Lead process reviews and foster a culture of continuous improvement to enhance service delivery.
  • Act as the first escalation point for service and onboarding issues and represent the business in operational initiatives.
  • Oversee offshored functions in Group Capability Centres, ensuring incident management, performance monitoring, and governance participation.
  • Ensure smooth KYC onboarding through personalized client interactions, maintaining compliance with internal and regulatory standards.
  • Facilitate product onboarding and training to drive adoption and effective usage of services.
  • Build and maintain strong client relationships, acting as the primary contact for onboarding and issue resolution.
  • Collaborate with internal teams, business stakeholders and Head of Service & Onboarding, resolve issues, ensure retention of clients, and also the possible identification of cross-sell opportunities through operational interactions.
  • Represent service in business forums, promote segment knowledge, and align operations with business needs.
  • Lead complaint handling for the Hong Kong entity, including documentation, monitoring, and reporting.
  • Promote a client-centric culture and cross-functional collaboration to enhance customer experience and business outcomes

Requirements

  • Extensive experience in a financial institution managing Onboarding/KYC and/or client facing/servicing experience (including significant experience in a managerial capacity)
  • Experience in leading a team and in managing the execution of transactions/activities within the committed turnaround
  • Demonstrated knowledge and understanding of the various banking products and system capabilities of the bank including compliance and bank policies
  • Payments and Cash, Trade Finance in addition to Onboarding, account maintenance, KYC and the corresponding operational process / activities
  • Proven skills in collaboration and communication (written and verbal) and the ability to work effectively with customers and internal teams to achieve customer success
  • Strong problem-solving resolution skills and the ability to manage customer escalations and swiftly resolve issues, ensuring minimal disruption.
  • Data Analytics skills and the ability to use data and metrics to deliver improved client experiences, support to business line and improve process efficiencies
  • Customer Education & Self-Service Advocacy – Skills to educate customers on self-service solutions, helping them maximize product usage and efficiency.
  • Self-motivated with strong organizational abilities, a team player, who demonstrates our New Ways of Working and our ICARE values and behaviours.
  • Proficiency in spoken English, Cantonese, and Mandarin.
  • Excellent written communication skills in English, Traditional Chinese, and Simplified Chinese.
Benefits
  • access to health and wellbeing services
  • discounts on selected products and services from ANZ

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
OnboardingKYCData AnalyticsPayments and CashTrade FinanceBanking productsComplianceOperational processesPerformance monitoringIncident management
Soft skills
CollaborationCommunicationProblem-solvingOrganizational abilitiesClient-centric cultureTeam playerCustomer educationSelf-service advocacyLeadershipContinuous improvement