Vice President

Why join us?

As part of the world’s leading international bank, HSBC Securities Services (“SSv”) provides robust and reliable solutions that enhance performance and mitigate risk, today and in the future. Working with institutional investors, banks, insurance companies, governments and multinational corporations, HSBC Securities Services offers a range of fund administration, global custody, direct custody and clearing, and corporate trust and loan agency services.

As part of the SSv target operating model, HSBC have created a Client Service Team in the Global Service Centers (“GSC”) across Kuala Lumpur, Malaysia and Manila, Philippines. The Client Service Team supports multiple products and legal entities with the aim to provide a dedicated point of contact for SSv clients. The GSC is organized geographically and by product which mirrors the structure of SSv.

The Opportunity:

The Vice Presidnet, Client Service (CST) role will be responsible for managing the Custody client experience across all activities performed in the SSv Global Service Center (“GSC”) in Manila and K.L, with a primary focus on transactional query management for Global Custody (GC) Hong Kong and Continental Europe.

The role owner will ensure that we deliver a service proposition that meets clients’ requirements for exceptional service while also recognizing and adapting to changing client requirements such as automation and digitalization.     

Client Services function includes the handling of all client inquiries, concerns and complaints in a professional manner as well as collaborating with the relevant departments to better address client needs and providing regular updates to higher management.                                                                                                

In addition to delivering an excellent client experience, the role holder will be responsible for identifying and delivering continued client service improvements through utilization of data and related metrics, technology and leveraging SSv’ extensive proprietary network. A key part of the role will be to develop and maintain a robust client service model with high standards of service excellence across our client base.

With this in mind, the role holder will need to work collaboratively with the Operational Utilities (across the GSCs and sites) and other functions within Client Management / SSv including Product/Product Delivery for necessary execution. The role will require a strong people-centric approach to ensure that the CST team across the GSCs is optimally resourced, both from a capacity and capability perspective to deliver successfully on our client related objectives.

What you’ll do:

• Lead a team of 30+ staffs across Manila & KL focused on delivering excellent client experience through every interaction.
• Ensure a robust and consistent client service & query management operating model adopted across both GC Asia and Europe.
• 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.
• Adopt data driven approach to ensure compliance with client SLAs, via KPI management, and ongoing improvement of client experience through available tooling and technology.  
• Utilization/development of Client Service Team resource to drive co-serve model allowing Client Service Team to solve client queries at source. 
• The role holder will act as the senior operational escalation point to ensure we attain the highest levels of BAU Client Services satisfaction, retention and reference-ability of the client base.                                                                                   
• Serve as one of the key Client Service relationship contacts with business partners and product teams across SSv’s custody franchise.
• Drive Client Service Team governance and risk oversight meetings, ensure timely escalation to SSv management and with internal SSv and MSSO teams on emerging thematic issues.
• Participation in client service review and due diligence meetings as appropriate.

What you will need to succeed in the role:

• University degree preferable
• Minimum of 10-12 years’ experience of client management or similar client facing roles
• Proven ability to adapt to the changing demands of the industry, clients, and other stakeholders.
• Strong client servicing skills and ability to provide speedy enquiry resolution.
• Relevant experience in the Custody, Banking or Securities industry.
• Client facing with excellent communication and presentation skills, including an ability to lead and manage meetings
• Strong people skills and able to work independently and an ability to review processes to streamline.
• Strong leadership, management, and collaborator.
• Strong client relationship management skills.
• Creative thinker with strong process re-engineering and operational skills; ability to get in to technical details and to be able to provide client focused solutions.
• Familiar with industry and market regulations to provide guidance.
• Partner with business co-workers to support new and incremental business/RFPs by providing necessary inputs from a service standpoint.