HSBC Group

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As part of the world’s leading international bank, HSBC Securities Services provides robust and reliable solutions that enhance performance and mitigate risk, today and in the future. Working with institutional investors, banks, broker-dealers, asset management companies, insurance companies, pension and sovereign wealth funds, HSBC Securities Services offers a range of fund administration, global custody and direct custody and clearing services.

We are currently seeking an experienced professional to join this team in the role of Manager, Account Management - Securities Services (SSV)

Role Overview:

Markets & Securities Services provides industry-leading services to corporate and institutional clients worldwide and is a significant part of the HBSC Global Banking & Markets division.

Account Management AO&M sits within the SSV platform, and this role has been created to further support the consistent application and on-going delivery of the “Next Generation” of account management to SSVs’ strategically important Asset Owners & Managers client base, across SSV products.

Working alongside Client Service Managers and the Client Executives, a primary purpose of the role will be to ensure that we deliver a service proposition that recognises and adapts to changing client requirements as automation and digitisation reduce reliance on operational interaction day to day, and clients seek to extract additional, long-term value from their service providers.

The role will be critical to the satisfaction and sustainability of our client relationships by helping create and maintain a platform for growth within the AO&M sector and ensuring we deliver:

• An industry-recognised, best in class account management proposition.
• A fully reference-able client base with limited/zero attrition. 

As well as overseeing and maintaining the highest levels of service as a core SSV relationship foundation, the role-holder will identify and deliver key differentiators to clients. This will include the utilisation of data and new technology, the multiple products and services that complement the SSV offering within the Group and leveraging SS’ extensive proprietary network - people and market influence. 

To do so, the role-holder will be required to continually familiarise themselves with the services SSV offers today and the product roadmap for the future. 

Additionally, the role-holder will effectively support Client Executives and Sales Directors on new and cross sale initiatives for strategic clients/prospects, as well as owning commercials and maximising profitability and incremental growth opportunities with tier two clients.

To achieve this, the role-holder will need to forge deep relationships with key stakeholders including from the following business partners:

• Client Service Management
• Client Executives
• Operations
• Digital & Data
• Client & Sales Enablement
• Product
• Portfolio Delivery

Managing relationships with clients and other stakeholders throughout the industry will also be key to the success of the role and will necessitate that client events are planned and attended appropriately, and that client feedback and key management reporting is effectively produced and utilised.

In summary, the role-holder will ensure we attain the highest levels of satisfaction, retention, and reference-ability of the SSV AO&M client base. Additionally, the role-holder will be acting as the core relationship touch point across SSV products for a select number of clients. Many of the SSV teams, including client management, are virtual and spread over multiple geographical locations, making collaboration with client and internal stakeholders a crucial component of the success of the business.

Principal Responsibilities:

• Client retention – work in tandem with Associate Directors, product management, service delivery and client management to ensure high levels of client satisfaction and a reference-able client base.
• Create and maintain detailed client plans that effectively map the organisational structure and key contact points in the assigned clients.
• Ensure proactive management of issues across all products and jurisdictions by directing the resources in each service component or jurisdiction.
• Capture, advocate, and drive service improvement opportunities and prioritise change management agendas across the business. 
• Establish/adhere to an agreed governance framework and meeting schedules to deliver strong senior client engagement and maintain full compliance with internal controls.

• Minimum of three years’ experience of Securities Services, client management, business implementation/change, business development and/or senior operational leadership experience.
• Client facing with excellent communication and presentation skills, including an ability to lead and manage meetings.
• Track record in maintaining and retaining client relationships across securities services products with an ability to help execute departmental strategy.
• Understanding of core commercial and contractual drivers and business performance.
• Proven ability to adapt to the changing demands of the industry, clients and internal stakeholders.
• Proven capacity to operate across a complex organisation collaboratively, whilst ensuring that the agreed client/HSBC agenda is effectively managed.
• Demonstrable quality track record as a team-player with the capacity to positively contribute to the department strategy.
• Fully proficient in understanding the regulations that drive the securities services arena and in particular those that govern client management.
• Sound understanding of controls, risk management (product and market) and mitigation techniques.

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

You’ll achieve more when you join HSBC.

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Issued by HSBC Bank Malaysia Berhad