AVP - Client Service Manager

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.”

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