AVP - Client Management

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 MANAGEMENT.

Client Service is a key differential feature within the highly competitive custody industry and it is therefore imperative that the highest levels of client service are delivered and maintained. Performance in this key area is reflected via internal and industry surveys and any perception of deterioration in client service will have a significant impact on both business retention and the ability to win new business.

Contribute to the establishment and maintenance of the MSS reputation for service excellence in the Custody and Banking product lines within MSS.

Contribute to the profitability and growth of the MSS client base by delivering an excellent client service experience and striving to enhance existing institutional relationships through improved service and developing a service model and reputation that attracts new clients.

Principal responsibilities

• 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
• 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
• 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

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

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 (Philippines) Private LTD***