Relationship Service Manager

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 department as Relationship Service Manager (Team Head) . Principal responsibilities:

• Lead Corporate Relationship Service Management (RSM) teams to deliver quality and consistent support service to Corporate clients and relationship managers (RM).
• Ensure the relationship support members (RSO) under his/her management are managed and deployed in a consistent manner and sufficiently aligned to the SLAs (service level agreement) of various processes, undertaking directed team interventions as necessary to resolve issues and drive performance.
• Ensure fungibility under a pooled and centalised structure through better allocation of resources.
• Proactively identify tasks that RSM teams could provide more support / added value.
• Communicate and liaise with internal parties to resolve internal/external customer concerns/issues.
• Actively review and work with stakeholders to push forward streamlining ideas to shorten processing time.
• Gatekeep reports consolidated from RM/RSO and compile periodic status tracking reports, management information and performance statistics for management oversight.
• Provide training and coaching to team members to uplift service quality.
• Undertake all required activities as directed by line manager or as agreed in annual goals in support of the development of Corporate Banking.

Requirements:

University degree in Business Administration, Finance, Accounting, Economics or a related discipline or other relevant qualifications Minimum of 5 years' experience in customer due diligence, preferably in banking or financial institutions Strong leadership and management talents with good interpersonal and analytical skills Ability to work under pressure with strong self-motivation. Good attitude, open-minded with strong problem solving skills. Strong PC user with good MS Office or Excel skills Proficiency in both English and Chinese, with fluency in Putonghua preferred. High level of customer centricity mindset with dedication to deliver exceptional quality services for customers.