About Us

At ANZ, we're shaping a world where people and communities thrive, driven by a common goal: to improve the financial wellbeing and sustainability of our customers. Our Institutional bank helps our largest customers move trade and capital around the region, providing our people with great opportunities to build their technical expertise and their careers.

About the Role

As a Client Service Relationship Associate in Institutional Operations team in Hong Kong you will play a vital role in enhancing customer satisfaction, retention, and engagement by supporting the Head of Service Client Relationship. This client and business-facing role bridges operational teams and customer needs, ensuring seamless service, onboarding, and KYC activities. With a focus on delivering best-in-class service, the associate proactively manages client relationships, resolves service-related issues, and drives business objectives such as revenue growth, supports identification of potential cross-sell opportunities, and increased adoption of self-service solutions. Additionally, they ensure regulatory compliance in areas like Anti-Money Laundering (AML) and Financial Terrorism Financing (FTF), reinforcing trust and operational excellence.

Banking is changing and we’re changing with it, giving our people great opportunities to try new things, learn and grow. Whatever your role at ANZ, you’ll be building your future, while helping to build ours. 

Role Location: Hong Kong
Role Type: Full-time, Permanent

What will your day look like?

As a Client Service Relationship Associate you will;

• Conduct face-to-face interactions to ensure seamless KYC onboarding for new clients while maintaining compliance with bank policies and regulations.

• Facilitate product onboarding, arrange training sessions, and support effective adoption of products and services.

• Oversee assigned accounts, ensuring clients receive consistent value and service excellence.

• Build and maintain strong customer relationships, acting as the primary contact for onboarding and service escalations.

• Support customer retention strategies by proactively resolving issues and identifying upselling or cross-selling opportunities.

• Collect data and collaborate with the Head of Client Service Relationship for performance metrics and KPI reporting.

• Proactively gather customer feedback, work with stakeholders to address concerns, and enhance customer experience.

• Act as a key liaison for business stakeholders, providing expertise on assigned business segments and service-related matters.

• Promote a deep understanding of business expectations across HK Operations and GCC teams, fostering operational efficiency.

• Engage in business forums to discuss pipelines, challenges, organizational updates, and track action plans for continuous improvement.

What will you bring?

To grow and be successful in this role, you will ideally bring the following:

• Strong experience in a financial institution, specialising in Onboarding, KYC, or client-facing service roles.

• Deep knowledge of banking products, systems, and compliance requirements, including account maintenance, KYC, Cash, and Trade Finance.

• Excellent communication skills (written and verbal) to effectively engage with customers and internal teams, including Coverage, Transaction Banking, Product, and Processing.

• Strong problem-solving abilities, ensuring quick resolution of escalations and minimal disruption to client operations.

• Customer education expertise, advocating self-service solutions to help clients maximise product adoption and efficiency.

• Self-motivated, highly organised team player, demonstrating New Ways of Working and embodying ICARE values and behaviours.

You’re not expected to have 100% of these skills. At ANZ a growth mindset is at the heart of our culture, so if you have most of these things in your toolbox, we’d love to hear from you.
 

So why join us?

From the moment you join ANZ, you'll be doing meaningful work that will shape a world where people and communities thrive.

But it's not just our customers who'll feel your impact. you'll feel it too. Because at ANZ, you'll have the resources, opportunities, and support you need to take the next big step in your career.

We're a diverse bunch at ANZ in different roles, different locations, doing different things. That's why we have a range of flexible working arrangements, so our people can 'make work, work for them'. We also provide a range of benefits including access to health and wellbeing services and discounts on selected products and services from ANZ and more.

At ANZ, you'll be part of an organisation where the different backgrounds, perspectives and life experiences of our people are celebrated. That's because we're committed to building a workplace that reflects the diversity of the communities we serve. We welcome applications from everyone and encourage you to talk to us about any adjustments you may require to our recruitment process or the role itself. If you are a candidate with a disability or access requirement, let us know how we can provide you with additional support.

To find out more about working at ANZ, visit https://www.anz.com.au/careers. You can apply for this role by visiting ANZ Careers and searching for reference number 94232.

Job Posting End Date

14/05/2025 , 11.59pm, (Melbourne Australia)