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Head of Client Services - Asia Pacific & MENA - Securities Services

HSBC Bank Canada

HSBC Bank Canada

Customer Service
central, hong kong
Posted on Tuesday, April 2, 2024
Job description

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. Whether you want a career that could take you to the top, or simply take you in an exciting new direction, HSBC offers opportunities, support and rewards that will take you further.

Securities Services 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, Securities Services offers a range of fund administration, global custody, sub-custody and clearing, and corporate trust and loan agency services.

We are currently seeking a high caliber professional to join our team as Head of Client Services - Asia Pacific & MENA.

Role Purpose

Markets & Securities Services (MSS) is a significant part of the HBSC Global Banking & Markets division. Within MSS, SSv (Securities Services) provides industry leading securities services to corporate and institutional clients worldwide.

This role is responsible for delivering a seamless relationship across SSv for our existing clients, focusing on “putting clients at the centre of everything we do” in the designated country.

This role will function as Head of Client Services for the Asia Pacific and MENA regions for HSBC Securities Services (SSv) clients, managing teams in multiple locations that service clients, providing clients with quality and timely feedback in a professional manner to their queries and concerns, and address their escalations, to ensure high service levels in line with client expectations and HSBC best practices.

Accountabilities for Business, Customers and Stakeholders

Impact on the Business/Function:

  • Manage the BAU Client Services function in multiple locations through effective planning and resourcing to deliver quality service to our clients.
  • Establish the strategic direction of the client service function in the regions and align to the global client management strategy.
  • Ensure client retention through consistently top-quality service and by ensuring that client’s needs relative to the market are met through proactive engagement and solution delivery.
  • Understand and ensure compliance with all relevant internal and external rules, regulations and procedures that apply to the conduct of the business in which the job holder is involved.
  • Act as an escalation point for client issues or incidents and ensure successful resolution by working closely with the relevant stakeholders.
  • Own relevant project delivery or issue resolution, as applicable, ensuring timely and effective outcomes for clients and SSv.

Customers / Stakeholders:

  • Ensure we respond to our clients’ queries efficiently and promptly.
  • Develop and monitor appropriate MI to ensure quality service delivery and to identify areas of improvement
  • Regularly update our clients with market news and updates through writing, reviewing, and issuing broadcasts
  • Regularly hold calls with clients to ensure proactive and professional relationship management across the locations and to address clients’ needs and provide updates about the market and SSv.
  • The team handles aspects of account opening and on-boarding as necessary from a client service standpoint.
  • Manage client service-related activities that require coordination with various / relevant teams regionally and globally, including relevant market participants.
  • Provide support to the relevant Client Executive and Client Account Management teams on client issues and Platform Sales with client RFIs and RFPs, as needed.
  • Manage client DDVs in conjunction with other teams within Client Management and other stakeholders.

    People Management

    • Lead the SSv Client Services team in Asia & MENA to deliver best in class client services, ensuring alignment with SSv strategic objectives for clients and the regions.
    • Actively communicate with the global head, regional peers and others to develop and implement enhanced client servicing methods, digital tools etc. to continue to drive the service model forward.
    • Collaborate with cross country and cross function colleagues e.g. SSv Product, MSS Platform Sales etc. to elevate the overall client experience.

    Operational Effectiveness & Control:

    • Identify opportunities to streamline processes and implement them in conjunction with Operations to build client and internal efficiency; introduce client related KPIs and service metrics as applicable.
    • Understand, follow, and demonstrate compliance with all relevant internal and external rules, regulations and procedures that apply to the conduct of the business activities associated with the role.

    Leadership & Teamwork

    • Lead, coach, mentor, grow, guide and develop the SSv Client Services team to deliver best in class client services.
    • Uphold the highest level of integrity and ensure strict adherence to core standards and behaviours, acting as a role model for all HSBC values and business principles.
    Requirements

    Functional Knowledge

    • Proven ability to deliver job requirements with maximum accuracy, precision, and effective time management.
    • Excellent understanding of the Custody products and regulatory requirements in the Asia & MENA regions
    • Ability to stay abreast of market changes and work with internal stakeholders to amend / formulate new operations process
    • Previous management experience and experience in service or operational process management required
    • Experience with contributing towards and delivering joint SSv and client business plans
    • Demonstrated experience in leading people and developing effective and diverse teams and delivering results in an effective manner
    • Ability to challenge status quo and identify improvement opportunities
    • Excellent verbal and visual presentation skills
    • Ability to identify, work with the relevant internal stake holders to manage and mitigate risk effectively
    • Strong problem solving capability, able to multi-task well under pressure and in times of ambiguity
    • Organised with systemic approach to project execution and issue resolution
    • Mentor and develop team members and team leads in the locations, both in person and remotely

    Others – Values & Behaviour

    • The role holder will ensure the HSBC values are present in everything we do, both individually and as an organisation.
    • This will be achieved by consistently displaying the behaviours of:
      • Client centricity - client focus on everything we do today, and tomorrow.
      • Leadership & drive – mobilise, motivate, and positively influence the business to drive change.
      • Strong relationship understanding – tracking, managing, and reporting satisfaction and reference-ability.
      • Dependability and doing the right thing - delivering fair outcomes for our customers and ensuring own conduct maintains the orderly and transparent operation of financial markets.
      • Being open to different ideas and cultures.

    You’ll achieve more when you join HSBC.

    HSBC is 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. 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 The Hongkong and Shanghai Banking Corporation Limited