AVP - Client Service Manager (Quezon, National Capital Region (NCR), PH, 1101)

2 days ago

Quezon City, National Capital Region, Philippines HSBC Full time ₱1,500,000 - ₱3,000,000 per year
Some careers have more impact than others.

If you're looking for a career where you can make a real impression, join HSBC and discover how valued you'll be.

HSBC is one of the largest banking and financial services organisations in the world, with operations in 64 countries and territories. We aim to be where the growth is, enabling businesses to thrive and economies to prosper, and, ultimately, helping people to fulfil their hopes and realise their ambitions.

We are currently seeking an experienced professional to join our team in the role of AVP - Client Services Manager.

Principal responsibilities

People Management
  • Lead and manage a team across Manila and Kuala Lumpur responsible for responding to client transactional queries regarding (asset services/ settlements/ cash)
  • Manage capacity requirements, ensuring work is effectively delegated in support of the business objectives and priorities
  • Drive Future Skills
  • Build succession plans for Business Critical roles
  • Drive an accountable and high performing culture
  • Continuous reinforcement of quality service focus amongst the team, whilst ensuring that service delivery is controlled, scalable and efficient
  • Attract, retain, and develop a high performing, professional team, and maintain an appropriate performance management culture adhering to the values and principles of HSBC Group
Client Management
  • Act as 2nd level escalation for all client queries and concerns
  • Participate in client service calls as needed
  • Monitor and create KPI's to be used in driving client service and service quality improvements
  • Assist in seeking continued year on year improvement on client service KPIs and client feedback
  • Utilize and analyze Q-track data to identify client experience improvement opportunities and work closely with client management and operations teams to enhance service quality based on Q-track data
  • Utilize Q-track data to analyze query themes and to identify and address trends and areas of development through client education
Query Management
  • Monitor response and resolution times via Q-track data to ensure client queries are responded to with response time SLA and resolved within agreed TAT
  • Manage client query prioritization based on prioritization strategy
  • Manage the allocation and distribution of Q-track queries amongst team members through effective load balancing and client segmentation
  • Perform beginning of day and end of day checks to ensure no queries are left open
Quality Assurance
  • Audit queries on a regular basis to ensure that minimum quality standards are consistently being met. Sampling size and criteria for sampling are specified in the minimum standards document and query handling document and must be strictly adhered to
  • Ensure all queries are tagged according to query tagging guidelines
  • Ensure team are coached on continuous client service improvement opportunities
  • Accomplish quality scorecards to continuously monitor and measure staff performance against quality standards
Continuous Improvement
  • Ensure the effective implementation of service improvement initiatives on an ongoing basis in response to clients' needs through analysis query themes and feedback received into Q-track.
  • Utilize Q-track MI and dashboards to drive both internal and external service and process improvements, efficiency, and query reduction.
Risk Management
  • Ensure all activities outlined in the Continuous Monitoring Activity (CMA) document are undertaken on a regular basis and evidence the undertaking of such activities is provided in accordance with the CMA requirements
  • Review CMA activities on an annual basis with non-financial risk team to ensure satisfactory adherence and relevance of monitoring requirements
  • Manage all incidents arising in collaboration with non-financial risk team, ensuring timely and proper escalation and remediation of incidents
  • Maintain HSBC Internal Control standards and promote a culture of risk excellence whereby all staff are responsible for ensuring the effectiveness of the controls that are in place to manage the risks in the processes and activities that they undertake in their day-to-day role
Requirements

Possess Trade Settlements, Asset Serving or Payments background and knowledge - Securities experience and familiar with the processing environment.

• Excellent knowledge of global custody and securities services industry

• Experience in both client facing and back office roles

• Team player with good influencing and negotiating skills

• Ability to apply innovative solutions to resolving client demands

• Excellent communication skills

• Excellent time management and prioritisation of work tasks

• Self-motivated, enthusiastic and proven rapid learning capabilities

What additional skills will be good to have?

•
• Experience or traning in Project Management, Advanced Excel or Macro, Statistics or Data Science

• Lean Six Sigma certification or similar

• Those who have IOC qualifications will have an advantage.

You'll achieve more when you join HSBC.

HSBC is an equal opportunity employer committed to building a culture where all employees are valued, respected and opinions count. We take pride in providing a workplace that fosters continuous professional development, flexible working and, opportunities to grow within an inclusive and diverse environment. We encourage applications from all suitably qualified persons irrespective of, but not limited to, their gender or genetic information, sexual orientation, ethnicity, religion, social status, medical care leave requirements, political affiliation, people with disabilities, color, national origin, veteran status, etc., We consider all applications based on merit and suitability to the role."

Personal data held by the Bank relating to employment applications will be used in accordance with our Privacy Statement, which is available on our website.

***Issued By HSBC Electronic Data Processing (India) Private LTD***

  • Team Leader

    7 days ago

    Quezon City, National Capital Region, Philippines HSBC Full time ₱1,200,000 - ₱2,400,000 per year

    Brand: HSBCArea of Interest: Investment Banking, Markets, and ResearchLocation:Quezon, National Capital Region (NCR), PH, 1101Work style: Hybrid WorkerDate: 16 Oct 2025Business: Business Reconciliation Control ServicesOpen positions: 1Role Title: Team Leader – OperationsGlobal Career Band: 7Location(Country / City ): Philippines / Quezon CityRecruiter Name...

  • Assistant Vice President

    7 days ago

    Quezon City, National Capital Region, Philippines HSBC Full time ₱2,000,000 - ₱2,500,000 per year

    Brand: HSBCArea of Interest: Private BankingLocation:Quezon, National Capital Region (NCR), PH, 1101Work style: Hybrid WorkerDate: 17 Oct 2025Some Careers Shine Brighter Than Others.If you're looking for a career that will help you stand out, join HSBC and fulfil your potential. Whether you want a career that could take you to the top, or simply take you in...

  • AVP - Property Manager

    5 days ago

    Quezon City, National Capital Region, Philippines vs hotel Full time ₱1,000,000 - ₱1,100,000 per year

    Provalue Property Services, Inc., a trusted affiliate of Marivent Hotels & Resorts Inc., is looking for a highly qualified Assistant Vice President (AVP) – Property Manager to lead and oversee its property management operations. This is a key strategic leadership role suited for a results-oriented professional with strong technical expertise and a proven...

  • National Sales Manager

    2 days ago

    Quezon City, National Capital Region, Philippines TapTalent Full time ₱1,500,000 - ₱3,000,000 per year

    We're Hiring: National Sales Manager We are seeking an experienced and results-driven National Sales Manager to lead our sales team and drive revenue growth across the Philippines. The ideal candidate will possess a strong background in sales strategy, team leadership, and market analysis. Location: Quezon City, Philippines Work Mode: Work From Office Role:...

  • Logistics Coordinator

    2 weeks ago

    Quezon City, National Capital Region, Philippines WNS Bridgetowne Quezon City Full time ₱180,000 - ₱240,000 per year

    WNS Bridgetowne Quezon City is hiring a Full time Logistics Coordinator role in QC, NCR. Apply now to be part of our team.Job summary:Flexible hours availableExpected salary: ₱15,000 - ₱20,000 per month

  • National Sales Manager

    1 week ago

    Quezon City, National Capital Region, Philippines Lennor Group Full time ₱600,000 - ₱1,800,000 per year

    Our brand, Lennor Metier Consulting, a DOLE-licensed headhunting and recruitment agency in the Philippines, is proud to partner with a local leader in manufacturing in their search for a National Sales Managerbased in Quezon CitySalary: OpenWork Setup: Onsite Shift Schedule: Day ShiftLocation: Quezon CityYour Responsibilities:Lead and mentor a...

  • National Sales Manager

    2 days ago

    Quezon City, National Capital Region, Philippines Lennor Group Full time ₱4,000,000 - ₱8,000,000 per year

    Our brand, Lennor Metier Consulting, a DOLE-licensed headhunting and recruitment agency in the Philippines, is proud to partner with a local leader in manufacturing in their search for a National Sales Manager based in Quezon City.Salary: OpenWork Setup: Onsite Shift Schedule: Day ShiftLocation: Quezon CityYour Responsibilities:Lead and mentor a...

  • AVP - Pricing

    2 days ago

    Quezon City, National Capital Region, Philippines HSBC Full time ₱2,000,000 - ₱2,500,000 per year

    Some Careers Have More Impact Than Others.If you're looking for a career where you can make a real impression, join HSBC and discover how valued you'll be.HSBC is one of the largest banking and financial services organisations in the world, with operations in 64 countries and territories. We aim to be where the growth is, enabling businesses to thrive and...

  • AVP - Pricing

    2 days ago

    Quezon City, National Capital Region, Philippines HSBC Full time ₱1,200,000 - ₱2,400,000 per year

    Some careers have more impact than others.If you're looking for a career where you can make a real impression, join HSBC and discover how valued you'll be.HSBC is one of the largest banking and financial services organisations in the world, with operations in 64 countries and territories. We aim to be where the growth is, enabling businesses to thrive and...

  • Manager, Security

    2 weeks ago

    Quezon City, National Capital Region, Philippines Darwinbox Full time ₱400,000 - ₱600,000 per year

    7F Tera Tower, Quezon City, National Capital Region, PhilippinesDepartmentInfrastructureJob posted onNov 03, 2025Employment typeProbationary