Job Advert Details
Business: Client Management
Open positions: 1
Role Title: Manager, Global Client Services
Global Career Band: 6
Location: Quezon City, Philippines
Recruiter Name: Ched Mulit
Why join us?
Client Service is a key differential feature within the highly competitive custody industry and it is therefore imperative that the highest levels of customer experience 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.
The Opportunity:
This role contributes to the establishment and maintenance of HSBC’s reputation for service excellence in Securities Services. Contributes to the profitability and growth of the client base by delivering excellent customer experience: striving to enhance existing institutional relationships through improved service and developing a service model and reputation that attracts new clients.
This role is part of a wide network of Client Service and Account Management teams, among other specialized and functional teams, within Securities Services globally. This provides a range of opportunities for growth, learning and collaboration.
What you’ll do:
- Manage and own client relationships for Public Sector and Tier 1 clients by providing responses to queries within agreed SLA, ensuring all queries are logged onto QTrack. This primarily covers Trade Settlement, Corporate Action, Cash Management but includes related products and services as well.
- For People Managers, identify growth and development needs of the team and its members. Drive these through regular conversations, providing feedback and guidance. Promote a safe and inclusive environment.
- Develop a comprehensive understanding of Markets and Securities Services products. Utilize this knowledge to drive service excellence and assist Account Management in identifying business development and growth opportunities.
- Conduct root cause query analysis and deliver monthly MI packs to identify product and business development opportunities and feed this back into the appropriate areas for analysis, development and implementation.
- Maintain a robust control environment by ensuring procedures are regularly reviewed and updated, proactively identifying and managing risks and familiarizing oneself with market and industry changes.
- Promote a culture of service excellence by conducting quality assurance reviews, conducting training and driving initiatives.
- Collaborate with various operations teams to enhance service quality.
- Ensure that global custody develops and consistently maintains a premier quality reputation internally and externally in respect of all Client Service functions, progress to be measured through industry sources and surveys.
Qualifications
What you will need to succeed in the role:
- 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 with the ability to apply innovative solutions in resolving client needs.
- Team player with good influencing and negotiating skills.
- Excellent communication skills.
- The ability to work under pressure, can manage time and prioritize 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 at 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) Inc. ***
Want To Apply?
- All applicants must have successfully completed their probation period
- All applicants must have met the Behaviour Gateway in the last performance appraisal
- All applicants should have served at least 18 months in their current functional role and department company
- All applicants should inform their respective line manager of their application
- Application form should be submitted via CareerLink along with the current CV
- All the completed applications should be submitted via CareerLink by 11:59 PM on the closing date
- Have not been previously declined for the same post within the last 3 months on the date of submission of their application
- Have not been on ANY form of Corrective Action within the last 6 months from the date of application
Declaring incorrect information in your application (e.g. incorrect performance and behaviour rating; and corrective action status) is considered a SERIOUS OFFENSE based on the HDPP Employee Handbook:
A. Very Serious Offense
"Sec 1. Any acts of dishonesty, which may provide reasonable grounds for the company to lose trust and confidence to the employee, which includes but not limited to the following:
c) Giving false testimony or falsifying any document, records or information or presenting such falsified document, records or information in any study, research inquiry; padding and deliberate overcharging of expenses; tampering with time records; requesting or allowing any individual to log in/out and actually logging in/out any individual.”
Recruiter name
Ched Mulit
Recruiter email
mercedita.x.mulit@hsbc.com.ph