Your new company

• A reputable retail banking group in Hong Kong is seeking a highly experienced banking professional to lead as Head of Centralised Branch Operations, Control & Services Management. This senior leadership role will oversee a workforce of 90+ employees, managing end-to-end branch operations, service quality, control functions, and facilities management across the retail banking network. The successful candidate will ensure operational excellence, robust governance, and superior customer service delivery of the bank.

Your new role

• Lead and streamline retail banking branch operations to ensure efficiency, consistency, and scalability.
• Drive process standardisation and automation initiatives across multiple branches.

• Oversee branch control functions, including operational risk management, fraud prevention, and compliance monitoring.
• Ensure audit readiness and effective coordination with internal and external auditors.
• Implement and monitor internal control frameworks to safeguard assets and mitigate risks.
• Establish and track KPIs for compliance, operational efficiency, and service quality.

• Champion service quality management, ensuring customer satisfaction and continuous improvement.
• Develop and enforce service standards across all branches.
• Foster a culture of accountability, customer focus, and operational excellence.

• Manage branch facilities teams to maintain operational readiness and workplace standards.
• Provide strategic leadership, coaching, and development for a large, diverse team.
• Collaborate with senior management to align branch operations with overall business objectives.

What you'll need to succeed

• Minimum 15 years of relevant experience in branch operations within a reputable and sizeable bank.
• Proven track record in people management, with experience leading large teams.
• Strong expertise in retail banking operations, compliance, risk management, and service excellence.
• Demonstrated ability to design and implement internal controls, governance frameworks, and audit processes.
• Exceptional leadership, communication, and problem-solving skills.
• Ability to drive operational improvements and manage change effectively.

What you need to do now

• If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV, or call Keith Ho no at +85222307474. Alternatively, you can send Keith your CV to Keith.Ho@hays.com.hk . If this job isn't quite right for you, but you are looking for a new position, please contact us for a confidential discussion on your career.