Manager, Account Operations (New-to-Bank Operations) (Fintech)

Location: Quarry Bay, Hong Kong, with leadership of teams in Hong Kong and Shenzhen and occasional travel to Shenzhen.

Company

hirify.global is a pan-Asian fintech platform operating digital banks and online financial services in Hong Kong, Mainland China, and Indonesia.

What you will do

• Own end-to-end customer onboarding, account maintenance, and customer due diligence operations for retail banking customers.
• Oversee standard, complex, and exceptional cases, including escalated operational matters, service delivery, productivity, backlogs, capacity utilization, and SLA performance.
• Lead, coach, and develop cross-border teams in Hong Kong and Shenzhen, including workforce planning, performance management, succession planning, and employee engagement.
• Ensure compliance with AML/CFT, KYC/CDD, Hong Kong banking regulations, internal policies, audits, regulatory reviews, and operational risk controls.
• Drive process improvement, workflow automation, AI adoption, digital transformation, and system enhancement initiatives.
• Partner with FCC, Product, Technology, Operations Risk, Compliance, and Customer Service teams on solution design, UAT, implementation, operational readiness, and post-launch reviews.

Requirements

• Bachelor’s degree or above in Business Administration, Finance, Accounting, or a related discipline.
• At least 8 years of banking operations experience, including at least 3 years in a supervisory or managerial capacity.
• Solid experience in retail banking operations, customer onboarding, account maintenance, and customer due diligence.
• Sound knowledge of Hong Kong banking regulations, AML/CFT requirements, and KYC/CDD frameworks.
• Proven experience in people management, stakeholder management, and operational risk management.
• Strong analytical, problem-solving, and project management skills.
• Excellent communication and interpersonal skills.
• Proficiency in English, Cantonese, and Mandarin.

Nice to have

• Experience in digital banking, virtual banking, or fintech environments.
• Experience leading workflow automation, digital transformation, or operational excellence initiatives.
• Experience managing system enhancement projects and UAT activities.
• Familiarity with capacity planning, productivity management, and workforce optimization.
• Experience managing cross-border teams.
• Experience using AI-powered productivity tools, workflow automation platforms, data analytics solutions, or emerging technologies to improve operational performance.
• Demonstrated ability to use technology and innovation to drive operational transformation and improve customer experience.

Culture & Benefits

• Flat and agile organization with opportunities to make an impact and deliver change.
• Learning and development stipend supporting lifelong learning.
• Flexible time off for personal matters and family time, with wellness and wellbeing activities.
• Open-plan office, thinking pods, free food and drinks, and social areas.
• Team activities including hiking, yoga, badminton, board games, and ping pong.