Relationship Service Manager (Team Head) - Hang Seng Bank (HK) (Central, Hong Kong Island, HK)

HSBC
America/Chicago
Workplace: OnsiteFull timeFunction: Administration & Executive AssistanceEducation: bachelorsSkills: ["People leadership","Communication","Stakeholder management","Analytical problem-solving","Customer-centric mindset"]

Lead Corporate Relationship Service Management (RSM) teams to deliver consistent, high-quality support to corporate clients and relationship managers. Manage relationship support officers and ensure capacity aligns to SLAs, intervening to resolve service performance issues. Drive process improvements to reduce turnaround time, handle escalations with internal stakeholders, and produce MI/performance reporting. Coach and develop team members while continuously identifying opportunities to add value for clients and RMs.

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FursaFursa
HSBC
HSBC
3 hours ago

Relationship Service Manager (Team Head) - Hang Seng Bank (HK) (Central, Hong Kong Island, HK)

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Source: Company careers pageValidated by: Fursa AI
Last checked: 3 hours agoStatus: Live

Job Summary

Lead Corporate Relationship Service Management (RSM) teams to deliver consistent, high-quality support to corporate clients and relationship managers. Manage relationship support officers and ensure capacity aligns to SLAs, intervening to resolve service performance issues. Drive process improvements to reduce turnaround time, handle escalations with internal stakeholders, and produce MI/performance reporting. Coach and develop team members while continuously identifying opportunities to add value for clients and RMs.
Location: America/Chicago
Workplace: Onsite
Employment Type: Full time
Job Function: Administration & Executive Assistance
Seniority: Manager level

Key Responsibilities

  • •Lead Corporate Relationship Service Management teams to deliver consistent, high-quality support to corporate clients and relationship managers.
  • •Manage and deploy Relationship Support Officers to align capacity and ways of working with agreed SLAs; intervene to address service or performance issues.
  • •Drive value-add support by identifying opportunities for process improvements, workload rebalancing, and service enhancements.
  • •Partner with internal stakeholders to resolve client and relationship manager queries, escalations, and service issues in a timely manner.
  • •Review end-to-end processes, streamline initiatives to reduce turnaround time, and produce periodic status tracking, MI, and performance reporting; coach and develop team members.

Key Requirements

  • •Bachelor’s degree in Business Administration, Finance, Accounting, Economics, or related field (or equivalent).
  • •Proven experience in customer relationship support, preferably within commercial banking.
  • •Strong people leadership skills, including performance management, prioritisation, and leading through change.
  • •Strong interpersonal, communication, and stakeholder management skills; able to influence across teams.
  • •Analytical and structured problem-solving, comfortable working with data, MI, and service metrics; proficient in Microsoft Office (advanced Excel preferred).
Experience:Commercial banking
Education:Bachelor's in Business Administration, Finance, Accounting, Economics (or related)
Skills:People leadershipCommunicationStakeholder managementAnalytical problem-solvingCustomer-centric mindset
Certifications:Enhanced Competency Framework (ECF)Certified Banker (CB)
Languages:EnglishChinesePutonghua
Tech Stack:Microsoft OfficeExcel

Company Brief

HSBC
Global banking and financial services organisation offering retail, commercial, corporate and investment banking, wealth management, and global markets services across Europe, Asia, the Americas and the Middle East.
Industry: Banking
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: London, United Kingdom
Founded: 1865
Glassdoor
Glassdoor: 3.6
WebsiteLinkedIn