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

The Head of Client Service Relationship supports the Head of Service & Onboarding in ensuring clients gain maximum value from the company’s offerings—driving loyalty and repeat business. You will lead a team across Trade Operations, Cash and Payments, Onboarding, and KYC, delivering exceptional service while enabling business goals such as revenue growth, client retention, cross-sales, and increased adoption of self-service tools.

This client and business-facing role bridges front and back-office functions to meet customer needs. It involves direct engagement with clients to understand their requirements and ensure operational teams are aligned, enhancing satisfaction and business outcomes.

This role will also be responsible for identifying client pain points and ensuring compliance with regulatory standards, particularly around Anti-Money Laundering and Counter-Terrorism Financing.

In today's competitive market, customer satisfaction and retention are critical for the success of any business. 

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

What will your day look like?

As the Head of Client Service Relationship, you will: 

• Manage daily operations of the Service and Onboarding activities in Hong Kong, including workload prioritization, team meetings, and handing performance feedback
• Develop and maintain a training framework and skills matrix to ensure team capabilities, skills and knowledge uplift and cross-training.
• Lead process reviews and foster a culture of continuous improvement to enhance service delivery.
• Act as the first escalation point for service and onboarding issues and represent the business in operational initiatives.
• Oversee offshored functions in Group Capability Centres, ensuring incident management, performance monitoring, and governance participation.
• Ensure smooth KYC onboarding through personalized client interactions, maintaining compliance with internal and regulatory standards.
• Facilitate product onboarding and training to drive adoption and effective usage of services.
• Build and maintain strong client relationships, acting as the primary contact for onboarding and issue resolution.
• Collaborate with internal teams, business stakeholders and Head of Service & Onboarding, resolve issues, ensure retention of clients, and also the possible identification of cross-sell opportunities through operational interactions.
• Represent service in business forums, promote segment knowledge, and align operations with business needs.
• Lead complaint handling for the Hong Kong entity, including documentation, monitoring, and reporting.
• Promote a client-centric culture and cross-functional collaboration to enhance customer experience and business outcomes

What will you bring?

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

• Extensive experience in a financial institution managing Onboarding/KYC and/or client facing/servicing experience (including significant experience in a managerial capacity) 
• Experience in leading a team and in managing the execution of transactions/activities within the committed turnaround
• Demonstrated knowledge and understanding of the various banking products and system capabilities of the bank including compliance and bank policies Payments and Cash, Trade Finance in addition to Onboarding, account maintenance, KYC and the corresponding operational process / activities 
• Proven skills in collaboration and communication (written and verbal) and the ability to work effectively with customers and internal teams to achieve customer success 
• Strong problem-solving resolution skills and the ability to manage customer escalations and swiftly resolve issues, ensuring minimal disruption.
• Data Analytics skills and the ability to use data and metrics to deliver improved client experiences, support to business line and improve process efficiencies 
• Customer Education & Self-Service Advocacy – Skills to educate customers on self-service solutions, helping them maximize product usage and efficiency.
• Self-motivated with strong organizational abilities, a team player, who demonstrates our New Ways of Working and our ICARE values and behaviours. 
• Proficiency in spoken English, Cantonese, and Mandarin. Excellent written communication skills in English, Traditional Chinese, and Simplified Chinese. These language skills are essential for effectively interacting with clients and stakeholders who speak Mandarin and Cantonese, and for accurately reviewing and interpreting documents written in Chinese

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 102983.

Job Posting End Date

23/01/2026 , 11.59pm, (Melbourne Australia)