HSBC Group

GCB 4

Some careers have more impact than others.

If you’re looking for a role where you can continue to make an impression, take the next step at HSBC where your contributions will always be valued.

Wholesale COO delivers strategic execution for the Commercial Banking and Global Banking businesses across the globe. Through transformative data and digital solutions, customer servicing throughout the customer lifecycle, servicing key product journeys to meet client needs, and delivering safe growth through non-financial risk expertise, we collaborate across the global businesses and global functions to get it done. With skill paths from analytics to agile, risk management to digital transformation, customer experience to cultural evolution, Wholesale COO is where problems are solved and careers are made.

We are currently seeking a high calibre professional to join our team as a Head of Institutional Onboarding and Servicing.

Principal Responsibilities

Client Relationship Management:

• Collaborate with cross-functional teams to ensure seamless onboarding experiences for clients.
• Manage stakeholder relationships, ensuring excellent communication and collaboration
• Understand clients' business needs, objectives, and expectations to provide tailored solutions and services.
• Proactively identify and address potential issues, ensuring client satisfaction and retention.
• Manage stakeholder relationships, ensuring excellent communication and collaboration.

Onboarding and Account Management:

• Support the Onboarding Team head in managing the onboarding pipeline, ensuring timely and accurate completion of tasks
• Monitor and report on key performance indicators (KPIs) related to the onboarding process, identifying areas for improvement, and implementing corrective actions as needed
• Manage the end-to-end onboarding process for clients, ensuring a seamless and efficient experience
• Coordinate with internal teams, including Compliance, Legal, and Operations, to gather necessary documentation and complete required due diligence

Process Improvement and Risk Management:

• Develop and implement strategies to improve the efficiency and effectiveness of the onboarding process, leveraging data-driven insights and Process improvement methodologies
• Create efficiencies and manage cost of onboarding and servicing
• Assist in the development and implementation of process improvements to enhance efficiency and reduce operational risks
• Help to break down complex concepts and processes for the team, ensuring clear understanding and alignment with transformation initiatives
• Maintain a strong focus on risk management, ensuring all activities are conducted within the established risk framework
• Contribute to the development and maintenance of onboarding documentation, policies, and procedures

Team Collaboration and Support:

• Lead, coach, and develop a large team of onboarding specialists, fostering a culture of continuous improvement and professional growth
• Stay up-to-date with industry trends and best practices, applying this knowledge to drive continuous improvement within the team
• Assist in the training and development of team members, ensuring they have the necessary skills and knowledge to excel in their roles
• Support team with career development and ongoing performance improvement

• Bachelor's degree in Business, Finance, or a related field
• At least 5 years of experience in wholesale banking, with a focus on client onboarding or a related area
• Strong leadership and team management skills, with a focus on developing and motivating team members and experience in managing large, virtual teams
• Ability to drive processes and
• Strong understanding of wholesale banking products and services
• Excellent communication and interpersonal skills, with the ability to break down complex concepts for diverse audiences
• Proven experience in process improvement and risk management
• Strong analytical and problem-solving skills, with a focus on data-driven decision-making
• Ability to work effectively in a fast-paced, dynamic environment
• Knowledge of Six Sigma, Lean, or other process improvement methodologies is a plus
• Proficiency in Microsoft Office Suite, with advanced Excel skills

When applying, please submit a full resume and attach your appraisal reports for the last two performance years. Your local internal application policy should be followed. For internal applicants in Hong Kong with less than twelve months in their current role, please also obtain and enclose the endorsement from your current line manager in the application as well; for more information, you can visit HRDirect and search for content "HKG: Do I need any approval to look for internal career opportunities?".

You’ll achieve more at HSBC.

Candidate with less relevant experience or skills may be offered a lower Global Career Band than stated above.

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.