GSC - AVP, Client Services - CLIENT MANAGEMENT

Overview

Role Title: Global Custody, Client Service Manager

Location: Philippines, Quezon City

HSBC Securities Services (“SSv”) provides industry leading global custody and investment services to corporate and institutional clients worldwide. The purpose of the role is to manage and communicate the service expectations of clients as delivered by SSv to create high levels of client satisfaction through the execution of service excellence across all MSS products and to oversee the delivery of all operational services in Asia and across multiple SSv locations and service components, irrespective of geographic location.

The Opportunity:

The primary purpose of the role is to ensure that an effective client management strategy is implemented and adhered to in Hong Kong, with the result being a fully reference-able client base. However, the role is not limited to the service delivery aspect of client management. This role is also aimed at accountability for revenue retention and growth from new business, incremental business and cross selling HSBC products for the assigned client base.

In addition, relationship management of industry participants will be a key focus, and the role will require interaction with our marketing function to ensure market messaging is understood, and industry events are planned in conjunction with the sales and business development and product functions.

In summary, the role will be responsible for the implementation, retention, and growth of the assigned SSv client base and will be both internal and external focused, with stakeholder management across operational areas a key requirement.

What you’ll do

1. Coordinate and maintain client retention efforts for all your clients that may be at risk in tandem with product management, service delivery and sales managers to ensure high client satisfaction and a reference-able client base.
2. Support the broader Client Management team (including Business Implementation/ new business take on efforts) as required, drive forward the new Client Management structure including the Virtual Team roll out and manage the end to end client service framework for your allocated clients.
3. Build relationship with client key decision makers and directors and other industry influencers
4. Sponsor all new business approval submissions for the assigned client base and be accountable for all deal management, pipeline reporting and business approval processes and procedures. Maintain assigned client base/sector development dashboard against AOP plans.
5. Support agreed service and change management oversight programs as part of the relationship governance model agreed with assigned client(s).
6. Ensure proactive management of issues across all products and jurisdictions by managing resources assigned to the client in each service component or jurisdiction.
7. Sponsor service improvement opportunities and prioritise change management agenda across the business for assigned clients.
8. Establish agreed governance framework and meeting schedules to deliver strong senior client engagement and maintain full compliance with internal controls e.g. co-ordinate completion of annual Business Risk Reviews.
9. The role holder will ensure the HSBC values are present in everything we do, both individually and as an organisation. This will be achieved by consistently displaying the behaviours of:

• Client knowledge, client focus, and stakeholder mapping skills
• Being a positive, helpful and driving team player
• Dependable and do the right thing
• Open to different ideas and cultures
• Connected to customers, communities, regulators and each other.

Impact on the Business

• Key role for the delivery of a cohesive service to our clients and their investors.
• Operate as the face of the organisation to our clients with respect to our overall service delivery.
• Role incorporates client take-on, management of client expectations against KPI’s
• Provide input to scope and position SSv to respond to strategic clients’ current and future SSv needs.
• Key stakeholder in validation of end-to-end operating model.
• Negotiate financial terms for existing and repeat business for the assigned client base.
• Assist in the development of cross sell strategy for product presentation within existing client base.
• Review client profitability and develop strategy to meet CIR targets.
• Manage client participation in relevant industry surveys.
• Sell repeat business into existing clients by ensuring that clients’ needs are understood and met and by understanding the future direction of a clients’ business so that service provision is pro-actively adjusted to accommodate change.

Typical KPIs and Targets

• Client service RAG status
• Smooth client on-boarding
• High client satisfaction ratings (incl surveys) and reference-able clients
• Operating models in place for all clients

Customers / Stakeholders

• To develop deep and mutually respectful relationships with senior representatives of the Service Delivery, Sales and Product communities.
• To share and leverage best practice and knowledge across regional Client Management teams.
• Maintain and enhance the reputation of HSS HK through a new effective client management model.
• Ensure that all services provided to clients are appropriately positioned and executed.
• Ensure timely completion of new business documentation and appropriate presentation of same at the various committees.
• Ensure each product area is made aware of any operational impact of new business pipeline.
• Ensure professional approach undertaken by team members for all client pitches and client meetings leaving positive impression on all internal and external parties.
• Undertake regular internal reporting for allocated clients, highlighting service trends and efficiency initiatives.
• Implement coherent service management framework for assigned client base and communicate same to all stakeholders.
• Coordinate and manage due diligence visits from clients and investors.

Typical KPIs and Targets

• Retention & protection of existing client base and income.
• Cultivate team environment within client function & across business lines
• Comprehensive MI delivered to stakeholders.

Management of Risk

• Responsible for the continual assessment of operational risks associated with the role and inherent in the business, taking

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