Operations Manager

Retail Distribution RBW

Hang Seng's Retail Distribution focuses on personal wealth management and financial services. Our one-stop wealth management initiatives are designed for both our affluent and mass integrated account customers. With around 250 branches and automated banking centres, including around 50 Prestige Banking Centres for our high-end personal customers, we serve over half of the adult population in Hong Kong while offering an extensive range of products to our valued customers.

We are currently seeking a high caliber professional to join our team as Operations Manager, reporting to Area Manager.

Principle Responsibilities

• Assist Area Manager in ensuring that operation stream staff have a clear understanding of the area's business direction and objectives
• Assist Area Manager in developing and coordinating activities to foster services culture in the area
• Monitor the sales quality and services performance of the branches
• Plan and monitor the capacity of the branch in the area to ensure optimal utilization of resources
• Review staffing levels requirement and ensure efficient deployment of human resources to branches, recommend appropriate staff transfers or headcount reshuffle to Area Manager if needed
• Act as relief Assistant Branch Manager when necessary, performs regulated activity(ies) specified under the Securities and Futures Ordinance in respect of Dealing in Securities and Providing Automated Trading Services which should be limited to handling customer enquiries regarding to investment services upon the confirmation as a "Relevant Individual"
• Pay irregular visit to branches to improve communications and enhance teamwork
• Set clear performance objectives for staff and monitor their progress regularly
• Provide field coach and mentorship to new join or newly promoted ABM
• Adhere to operation standard/ audit requirement when implement new working procedures in branches

Requirements

• University degree is preferred
• Proven retail banking experience, sound business knowledge, well versed in regulatory requirements and guidelines
• Assistant Branch Manager experience in managing a team of branch operation staff
• Proven leadership and coaching abilities, and able to interpret and solve complex issues
• Good communication and influencing skills
• High proficiency in English, Chinese and Putonghua
• Great sense of ownership and servicing mindset to ensure efficient and effective customer service processes
• 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.

RBW