Our client is a famous foreign invested bank with full range of product and service in China.

Head of Middle Office, Retail Banking

Location: Shanghai



  • This position supports the Business Head in formulating and executing the client experience strategy and change delivery optimization and maximizing transformational and continuous improvement initiatives.

  • The role is responsible for model setting, service delivery optimization, execution of transformational and continuous client experience improvement initiatives. The role is also responsible for overall governance over key risks of the business, including but not limited to AML CDD Sanctions and the first line of defence, this role strives to drive a good balance among client experience, efficiency and effective control across channels.



Strategy and model setting

  • Formulate & lead integrated service & operations proposition and strategy across channels

  • Set service delivery performance standards / targets across channels

  • Synchronize and coordinate cross channel execution of service delivery, and interface with GTO and other functional areas

  • Collectively own “deliver fast, friendly and accurate service" within the customer charter

  • Work with Segment, Product, Channel and relevant Functional Heads to drive the design, implementation, and maintenance of an optimized integrated servicing propositions, E2E delivery models, and overall standards across channels (TOM). Review and approve deviations, if any, from the TOM


Customer Experience & Relationship Management Service delivery

  • In collaboration with country and regional Retail Clients Head, to jointly set and own annual service performance targets, capacity planning and budgets to balance customer experience, operational efficiency, and control effectiveness

  • Standardize Service Delivery dashboard - consistent between Group and Country and aligned across channels to the extent possible

  • Monitor BAU service performance against targets via dashboard / review operating rhythm and maintain across-channel business / customer holistic views

  • Synchronize / coordinate cross-channel execution and migration of service delivery

  • Provide intervention on service delivery as needed

  • Provide service element inputs on corporate Way across Distribution

  • Work closely with channel heads, & country teams on service performance against service standards/targets, ensuring right balance of customer experience, operational efficiency and delivery quality.



  • Develop and lead CEC / SQR agenda across channels

  • Champion NPS planning, VOC & VOFL for Distribution

  • Lead the implementation of the actions arising thereof

  • Work with relevant parties to formulate and lead continuous improvement / transformational initiatives

  • Provide service element inputs on company Way 

  • Interface with GTO and other functional areas for key initiative implementation in Distribution


Leadership, People & Community Development

  • Equip servicing staff - Identify training requirements and build enablers (e.g. K1)

  • Drive service staff engagement by  setting service score card, reward and recognition programs, and communication 

  • Facilitate career path development for Service staff across channels

  • Drive SPA for key Service resources across the country


CDD Operations

  • Develops and manages a sustainable and scalable CDD operations capability

  • Accountable for implementation and continued compliance with policies, procedures and risk control requirements through application of consistent group practices

  • Leads implementation of policies and procedures end to end for the country ensuring consistency with global Group standards and ensures these are, and remain, firmly embedded

  • Assures AML CDD Sanctions risk management through testing of AML related BKCSAs  ensures compilation, review and distribution of M.I, reports and escalates exceptions and tracks to closure


Risk management & control

  • Custodian of the first line of defence

  • Effectiveness utilisation of resources doing activities related to first line of defence across the business

  • Early identification and resolution of risks in the business Work with country Integrated Distribution Head to establish and run management operating rhythm / governance structure

  • Own and set Distribution governance standards, and drive PGC (Channel Heads remain as Operations Risk Owners) by working with other PGC members to oversee material risks, determine the level of assurance required, and ensure that they are properly mitigated

  • Co-ordinate audits and work with Compliance to ensure regulatory requirements are met. Track relevant internal and external audit issues and appropriate management actions as performed by the responsible person identified in the audit report

  • Jointly with the Channel Heads, responsible for ensuring relevant policies, procedures and standards are effectively implemented across the business



  • Strong leadership and interpersonal skills in networking and influencing decisions taken in the business and in infrastructure teams.

  • Strong communication skills – oral, written and presentation.

  • Strategic mindset and with a macro dimension of business and customer experience.

  • Good knowledge of specific area of Retail Banking.

  • Strong analytical skills and ability to make decisions.

  • Good business judgment and strong in change delivery management.

  • Strong programme management skills


To submit your application, please email your resume to admin@hypartners.com quoting "Head CEPG, V4220" in your subject heading. Your interest will be treated in the strictest of confidence.


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Head, Middle Office of Retail Banking