Job Description

Main Duties:

• Coordinate and facilitate trainings (system, process, policies/procedures) for Front Office and business support staff, ensuring all team members are up to date with the latest systems, operational processes, and policy/regulatory requirements. Maintain accurate attendance records and follow up with staff to ensure mandatory training is completed within required timeframes. Prepare and submit monthly training completion reports to PBCOO and HR.

• Manage and oversee onboarding training for new Front Office hires by tracking their completion of mandatory trainings. Liaise with relevant departments to ensure timely granting of system access rights upon successful completion of onboarding requirements, supporting a smooth transition into their roles.

• Organize monthly CRO/CSO meetings and collaborate with Department Heads to schedule and coordinate monthly meetings for Front Office. Prepare meeting materials/training deck and ensure that Front Office staff are informed of any updates or changes to policies, procedures, regulations, or systems that impact Private Banking operations.

• Partner with Market Group Heads on CRO/CSO cost allocation reporting to collect, review, and consolidate data for monthly CRO/CSO cost allocation reports. Ensure accuracy and timely submission of reports, supporting effective financial management and transparency within the Private Banking division.

• Handle and respond to ad-hoc requests for customized statements, reference letters, and perform reviews of operational incidents. Ensure all requests from Front Office are handled efficiently, accurately, and in accordance with internal policies and regulatory requirements.

• Provide prompt and professional support to Front Office staff and serve as a primary contact point for non-KYC related queries received via the PBS group mailbox. Deliver high-quality, timely support to enable Front Office staff to operate efficiently and effectively.

• Perform ex-ante compliance reviews of deposits initiated by Front Office staff, verifying compliance with regulatory requirements and internal guidelines. Ensure all checks are completed before daily cut-off times to mitigate operational and compliance risks.

• Participate in and contribute to special assignments, process improvement initiatives, and system enhancement projects as designated by Management. Where the PBCOO function serves as process owner, leads and manage change initiatives to optimize workflows and enhance system functionality.

• Support User Acceptance Testing (UAT) for system changes and participate in UAT activities for new system implementations or enhancements. Organize the nomination of Front Office testers, provide guidance on testing procedures, and ensure thorough documentation and feedback to support successful system rollouts.

• Manage and oversee a range of administrative duties, such as distributing faxes, reassigning name screening tasks, and translating documents as needed. Ensure all administrative processes are handled efficiently to support the smooth operation of Private Banking activities.

• Monitor and manage the Client Enquiry and Feedback mailbox, ensuring all general client inquiries are acknowledged and responded to promptly and professionally. Escalate complex issues as necessary and maintain high standards of client service.

• Conduct data analysis and compile management information system (MIS) reports to support management reporting requirements. Provide analytical insights and data support to various risk and governance committees, facilitating informed decision-making within the Private Banking division.

• Support corporate governance initiatives and assist in the implementation and monitoring of corporate governance frameworks and practices within Private Banking. Ensure adherence to internal policies, regulatory requirements, and industry best practices. Contribute to the preparation of materials for governance committees and facilitate communication between stakeholders to promote accountability and transparency.

Requirements:

• University degree with a minimum of 8 years’ experience in financial services, preferable within Private Banking. Keen interest in the financial industry and wealth management.

• Strong understanding of relevant regulatory and compliance frameworks and comprehensive knowledge of banking operations

• Excellent command of both written and spoken English and Chinese (Cantonese & Putonghua)

• Proficiency in Microsoft Office applications, including Outlook, Word, PowerPoint, and Excel.

• Experience in coordinating cross-functional projects or initiatives within a financial institution is an advantage, including process improvement, change management, or system implementation projects

• Collaborative team player with the ability to work independently in a fast-paced environment.

• Able to perform well under pressure and possess strong organizational skills including ability to meet tight deadlines, manage multiple priorities concurrently and adapt to changing business needs.

• Strong analytical and problem-solving skills, with the ability to think out-of-the-box and develop innovative solutions. Proactive, highly self-motivated and result-oriented individual with attention to detail.

• Eager-to-learn with a service-oriented mindset and committed to delivering high-quality service