Relationship Service Manager (Team Head)

A Career with Hang Seng Bank Some careers have more impact than others. If you’re looking for a career where you can make a real impression, join Hang Seng and discover how valued you’ll be. Whether you want a career that could take you to the top, or simply take you in an exciting new direction, Hang Seng offers opportunities, support and rewards that will take you further. Strategic Change, Business Risk and Client Services 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 team as Relationship Service Manager (Team Head). Principal responsibilities Lead Corporate Relationship Service Management (RSM) teams to deliver consistent, high-quality support to Corporate clients and Relationship Managers (RMs). Manage and deploy Relationship Support Officers (RSOs) effectively, ensuring capacity and ways of working are aligned to agreed Service Level Agreements (SLAs); step in with targeted interventions to address performance or service issues. Drive fungibility within a pooled, centralised operating model through effective resource planning and allocation. Proactively identify opportunities for the RSM teams to increase value-add support to RMs and clients (e.g., process improvements, workload rebalancing, service enhancements). Partner with internal stakeholders to resolve client and RM queries, escalations, and service issues in a timely and professional manner. Review end-to-end processes with stakeholders and champion streamlining initiatives to reduce turnaround time and improve client experience. Consolidate and quality-check inputs from RMs/RSOs; produce periodic status tracking, management information (MI), and performance reporting to support management oversight and decision-making. Coach, develop, and train team members to uplift service quality, capability, and consistency of execution. Complete other duties as assigned by the line manager or agreed in annual objectives, supporting the development of Corporate Banking. Requirements Bachelor’s degree in Business Administration, Finance, Accounting, Economics, or a related discipline (or equivalent relevant qualification). Proven experience in customer relationship support, preferably within commercial banking. Strong people leadership skills, with proven ability to manage performance, prioritise work, and lead through change. Strong interpersonal, communication, and stakeholder management skills; able to influence across teams. Analytical and structured problem-solving approach; comfortable working with data, MI, and service metrics. Resilient and able to work under pressure with strong personal drive and accountability. Proficient PC skills, including strong Microsoft Office capability (advanced Excel preferred). Proficient in English and Chinese; Putonghua fluency preferred. Strong customer-centric mindset with a commitment to delivering high-quality service and outcomes. Professional qualifications such as Enhanced Competency Framework (ECF) and/or Certified Banker (CB) under Hong Kong Institute of Bankers (HKIB) would be an advantage You’ll achieve more when you join Hang Seng Bank Limited. www.hangseng.com/careers https://www.linkedin.com/company/hang-seng-bank/ Hang Seng is committed to service excellence. Our people are our most important asset and play a vital role in our efforts to continually enhance our performance for customers and provide best-in-class products and services. We seek to attract high-calibre talent by offering a dynamic working environment, good career development opportunities and competitive compensation packages. Issued by Hang Seng Bank Limited Visit Hang Seng Career Page and sign up with our Talent Community to receive the latest information about our career opportunities in Hang Seng Hong Kong. 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