Client Services Manager

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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 Manager - Client Management.

Principal responsibilities

• Work with a team of Client Service Managers in handling day to day queries of Global Custody  clients, driving resolution on BAU issues, providing feedback to Processing Teams with the objective of looking at root cause of client issues to drive query reduction, ensuring that all key KPI's & PLA's are met.
• Continually review data / external client query logs to evaluate where improvements / efficiencies can be made.  Reduce risk to the business through continuous monitoring of all procedures specific to the process. Build & maintain excellent relationships with key external clients through efficient query response.
• Monitors query mailboxes and tracks queries to ensure timely and effective resolution
• Escalates un-resolved queries through appropriate internal channels.
• Monitor response and resolution times via Q-track data to ensure client queries are responded to with response time SLA and resolved within agreed turnaround time (TAT)
• Perform beginning of day and end of day checks to ensure no queries are left unresponded to.
• 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.
• 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
• Rigorous adherence to all controls & checklists. Analysis of errors through cross-operational discussion groups.
• Participate in client service calls, benchmarking calls, scorecard reviews as needed

Requirements

1. Excellent Communication

2. Presentation Skills

3. Ability to lead and Manage

4. Team player with good influencing and negotiating skills

Continual changing and increased demands from clients in relation to new or tighter Service Levels as well as new Market requirements. The securities market is very volatile and dynamic. For the job holder, such changes pose as a challenge to the way staff and workflow is planned and organized. Review is constantly required to respond effectively to these changes.

Effective relationship management holds the key in the face of "communication" of the custody service offering.

The job holder also has to liaise closely with the AVP Client Services and Onshore Partners to support our clients, and key stakeholders, delivering a committed and professional service at all times. The job holder also needs to provide guidance and direction to the Client Services team and HSS management team.

Maintains HSBC internal control standards, including timely implementation of internal and external audit points together with any issues raised by external regulators.

Understands, follows and demonstrates compliance with all relevant internal and external rules, regulations and procedures that apply to the conduct of the business in which the jobholder is involved, specifically Internal Controls and any Compliance policy including, inter alia, the Group Compliance policy.

Due to the urgent hiring need, candidates with immediate right to work locally and no relocation need will be prioritised.

The chosen candidate for this role will be required to undergo enhanced vetting. Subject to local laws, this will require the individual to satisfactorily pass a series of additional checks as part of the recruitment process and on an ongoing basis, if appointed to the role. HSBC Group reserves its position with regard to any steps which it may take in relation to any material adverse findings which arise either when the checks are originally completed, and/or if relevant, on an ongoing basis. For more information about the enhanced vetting for this role please contact the recruiter for this role.

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."

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