Location: Kwun Tong, Kowloon, Hong Kong

Help shape how a critical client-facing service runstoday and for the future. Youll lead strategic improvements that raise capacity, quality, and resiliency across complex workflows. Well look to you to bring structure to ambiguity, align senior partners, and turn ideas into outcomes. Youll have visibility, autonomy, and the opportunity to grow your leadership scope. If you enjoy building operating models and delivering change at scale, wed like to meet you.

As a Senior Operations Manager within Client Account Services team, you will lead strategy, governance, and cross-functional delivery to improve service performance and enable sustainable operating gains. Youll translate business priorities into a clear roadmap, drive operating model reviews, and ensure execution discipline across milestones, risks, and benefits realization. Youll partner with senior leaders across technology, product, risk, compliance, finance, and the business to align priorities and unblock decisions. Youll embed a strong controls mindset while continuously improving processes and ways of working. Youll also lead and develop managers and teams, reinforcing accountability and inclusive leadership.

Client Account Services supports core account servicing capabilities and operational processes that enable a strong client experience. We work across functions to improve throughput and quality while strengthening governance, controls, and transparency. Our work blends day-to-day operational excellence with multi-year modernization through process and technology change.

Job responsibilities: 

• Define and evolve the Client Account Services strategy aligned to business priorities and translate it into a measurable multi-year roadmap
• Identify emerging trends and apply automation, artificial intelligence, process mining, and data modernization to deliver measurable operating gains
• Lead end-to-end operating model reviews and redesign across roles, workflows, governance, and metrics to improve throughput, quality, and resiliency
• Represent Client Account Services in senior steering committees by clearly communicating progress, risks, dependencies, and decisions needed
• Establish and run a disciplined governance cadence, including decision logs, ownership clarity, and follow-through across forums and working groups
• Drive execution rigor across milestones, risks, assumptions, issues, dependencies, capacity, financials, and benefits realization to ensure outcomes land
• Build trusted partnerships across technology, product, risk, compliance, finance, and business stakeholders to align priorities and deliver change
• Produce executive-ready narratives, updates, and decision memos tailored to senior decision-makers
• Own service performance by defining key performance indicators and service levels, embedding controls, and enabling continuous improvement
• Lead cross-functional delivery (direct and matrixed) to implement process and technology change at scale
• Coach and develop managers and teams by setting clear objectives, reinforcing accountability, and building an inclusive high-performance culture

 

Required qualifications, capabilities, and skills:

• Bachelor's degree
• At least 10 years of experience in operations, transformation, and/or change management roles within financial services industry
• Prior experience in team management is required
• Experience leading operations, transformation, and/or large-scale program delivery in a complex, regulated environment
• Ability to influence senior executive forums with decision-oriented communication and clear recommendations
• Demonstrated success leading through ambiguity and delivering measurable outcomes
• Experience leading cross-functional stakeholders and driving alignment in matrixed organizations
• Knowledge of operational risk, controls, performance management, and process optimization
• Skill creating executive-ready materials, including updates, narratives, and decision memos
• People leadership experience coaching managers and building accountable, outcomes-focused teams

 

Preferred qualifications, capabilities, and skills:

• Experience modernizing operations through digital transformation, including automation, workflow tools, analytics, and artificial intelligence or machine learning
• Familiarity with Lean, Six Sigma, process mining, and continuous improvement practices
• Experience managing budgets, vendors, and multi-year investment roadmaps
• Advanced structured problem-solving and data-driven management practices
• Strong negotiation and conflict management skills in cross-functional environments

Lead operational transformation and governance to modernize Client Account Services and deliver measurable results.