VP, Customer Onboarding & Specialist, Business Banking - Hang Seng bank (HK)

As a VP in Customer Onboarding at Hang Seng Bank, you will lead end-to-end onboarding for commercial customers, ensuring compliance with AML/KYC standards while delivering exceptional customer experience. This role involves managing quality reviews, coordinating with cross-functional teams, and coaching team members. You will act as a key point of contact for clients during account opening, contributing to the bank's business growth.

{"Manage end-to-end onboarding for commercial customers, ensuring complete and accurate documentation, timely processing, and full compliance with the Bank’s AML/KYC standards and applicable regulatory requirements.","Perform detailed quality reviews of onboarding submissions, identify gaps and risks, and provide clear, well-reasoned recommendations to support consistent decision-making across onboarding cases.","Act as the dedicated, customer-facing point of contact throughout the account-opening journey, engaging clients professionally to confirm requirements, providing proactive status updates, and resolving queries promptly.","Identify opportunities to support customers’ broader banking needs during onboarding and refer clients to appropriate products and services in line with business objectives.","Track case progress against agreed service benchmarks, proactively escalating delays, risks, and documentation shortfalls, and driving actions to maintain momentum and meet turnaround expectations.","Collaborate with internal stakeholders and cross-functional teams to coordinate approvals, align on requirements, and deliver a seamless onboarding experience that strengthens customer satisfaction.","Contribute to a positive onboarding experience by maintaining clear, timely communication and managing issues effectively through to resolution.","Maintain accurate, timely system updates and comprehensive case records (notes, document checklists, and approvals) to ensure auditability and support seamless case continuity.","Lead case governance and manage escalations, ensuring timely resolution of exceptions and clear audit trails for decisions and approvals.","Coach and support team members through on-the-job guidance and best-practice sharing, building capability in corporate onboarding processes.","Demonstrated ability to manage and actively engage a cross-functional onboarding ecosystem (e.g., Relationship Management, Operations, Compliance/KYC, Product, Technology and external partners), influencing stakeholders to align priorities, remove blockers, and deliver timely, high-quality customer onboarding outcomes."}

{"Proven years of work experience in providing high standard of customer service preferred","Experience in handling CDD review for corporate customers preferred","Professional qualifications such as Enhanced Competency Framework (ECF) and/or Certified Banker (CB) under Hong Kong Institute of Bankers (HKIB) would be an advantage."}