WeLab Bank - Manager, Account Operations

Job description

WeLab, a leading pan-Asian fintech platform, operates two digital banks (WeLab Bank and Bank Saqu) as well as multiple online financial services in Hong Kong, Mainland China and Indonesia, with over 70 million individual users and over 700 enterprise customers. WeLab uses game-changing technology to help users access credit, save money, and enjoy their financial journey. At WeLab, we always put our people first. Embarking on a career with WeLab means being part of the driving force to make financial services accessible for everyone. In our flat and agile organization, you will get all the opportunities to make real impacts and deliver change. Most importantly, while you achieve greatness, we will ensure you have an amazing experience at WeLab! Our team is energetic and passionate who can deliver and execute, and we are looking for intellectually curious, open-minded, and smart-working individuals who are just as passionate as we are about making financial services enjoyable. Join us to build a better financial future for everyone! About You: You're a go-getter with mad juggling skills (or multiple hats) who can thrive in a fast-paced, agile environment You enjoy doing purpose-led and meaningful work You have a strong thirst for knowledge and are driven to find solutions that don't exist yet You are comfortable with ambiguity and extremely resourceful (in your past life, you could've been a detective) You always find a way to get things done without sacrificing the quality of your work, integrity, and values No task is off limits for you You are humble and prioritize the success of the team over your own with an eagerness to help those around you You don't shy away from challenges and can bounce back from setbacks About the role: We are seeking a Manager, Account Operations (New-to-Bank Operations) to lead the Bank’s customer onboarding and account maintenance functions and support its growth strategy. As the operational owner, the role will oversee end-to-end processes, service delivery performance, operational efficiency, people development and risk governance, ensuring a scalable, compliant and positive customer experience. Working closely with FCC, Product, Technology, Operations Risk and Customer Service teams, the role will drive digital transformation, automation and continuous improvement through AI, emerging technologies and data analytics to enhance efficiency and strengthen controls. The position leads a cross-border team in Hong Kong and Shenzhen, with occasional travel to Shenzhen. What you’ll do and what success looks like: Own the end-to-end delivery of New-to-Bank customer onboarding, account maintenance and customer due diligence activities for retail banking customers. Oversee the accurate, timely and policy-compliant processing of standard, complex and exceptional cases, including the review and approval of escalated operational matters. Provide subject-matter expertise on onboarding controls, account maintenance processes and customer due diligence requirements, while continuously enhancing the customer experience. Lead, coach and develop the Hong Kong and Shenzhen teams to achieve operational excellence, high-quality service delivery and departmental objectives. Drive employee engagement, performance management, staff development and succession planning, while fostering teamwork, accountability and a strong risk and control culture across both locations. Own workforce planning, capacity management and resource allocation to support business growth and changing operational demands. Monitor onboarding volumes, productivity, backlogs, capacity utilisation and service-level performance to ensure operational targets and SLA commitments are achieved. Prepare management information and analysis on operational performance, capacity and key trends, and identify opportunities to improve resource utilisation and team productivity. Ensure onboarding and account maintenance activities comply with AML/CFT, KYC/CDD, regulatory requirements and internal policies. Oversee operational risk controls, governance processes, audits, regulatory reviews and control assessments, and drive the remediation of identified risks and control gaps. Lead process improvement, automation, AI adoption, digital transformation and system enhancement initiatives to streamline workflows, reduce manual effort, strengthen controls and improve service delivery. Partner with Product, Technology, FCC, Operations Risk, Compliance and Customer Service teams on solution design, UAT, implementation, operational readiness and post-launch reviews for new products, services and process enhancements. What we’re looking for: Bachelor's degree or above in Business Administration, Finance, Accounting or related disciplines. Minimum 8 years of banking operations experience, with at least 3 years in a supervisory or managerial capacity. Solid experience in retail banking operations, customer onboarding, account maintenance and customer due diligence processes. Sound knowledge of Hong Kong banking regulations, AML/CFT requirements, KYC and 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. Proficient in English, Cantonese and Mandarin. Will be great if you 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 will be an advantage. Experience using AI-powered productivity tools, workflow automation platforms, data analytics solutions or emerging technologies to improve operational performance. Demonstrated ability to leverage technology and innovation to drive operational transformation and customer experience enhancement. Perks and Benefits to enrich your experience at WeLab: Learning and development stipend - we value lifelong learning and believe the best way to invest in our employees is to encourage them to continue to learn Wellness and happiness – Numerous activities to let you focus on your physical and mental wellbeing. We allow flexible time offs to take care of personal matters and to enjoy time with family and friends Comfortable and positive work environment – Open plan office for easy collaboration and social with your colleagues, or branch out into your own thinking pods when needed, with FREE food and drinks for when you want to recharge Work smart, play hard – Connect with your colleagues over food and drinks at the stocked pantry, in the spacious social area with board games and a ping pong table, or over activities like hiking, yoga, badminton, etc. A big and contagious smile on everyone’s face to make you happier :) WeLab’s Awards & Recognitions: Asia Banking Finance Retail Banking Awards: Virtual Bank of the Year - Hong Kong CNBC Disruptor 50: the only Hong Kong-based company on the list Financial Times Asia-Pacific High-Growth Companies: #2 in ranking The Chinese University of Hong Kong “Corporate Innovation Index”: #1 in ranking We offer a competitive salary package to the successful candidate. If you are interested in joining this exciting team, please apply with resume via the "Apply" button below. All information provided by applicants will be used for recruitment purposes only. Information of unsuccessful applicants will be destroyed within 24 months of receipt.