HSBC Group

Some careers grow faster than others. 

If you’re looking for a career that will give you plenty of opportunities to develop, join HSBC and your future will be rich with potential. 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.

We help customers to take care of their day-to-day finances and to manage, protect and grow their wealth. Our international network and breadth of expertise enable us to support individuals, families, business owners, investors and entrepreneurs around the world.

We are currently seeking a high calibre professional to join our team as Global Head of Client Lifecycle Management, Global Private Banking.

Role Purpose

Reporting to the Chief Operating Officer (COO) of Global Private Banking & Wealth & Premier Solutions, the Global Head of Client Lifecycle Management (CLM) is responsible for leading and managing a center of excellence team to ensure a global consistent delivery of a first-class journey across all stages of the clients’ lifecycle, whilst maintaining the highest of standards with respect to adherence to policy and procedure.

As an important first line of defense (1LoD) function, the Global CLM Team is accountable for ensuring GPB is compliant with regulations, policy and procedures pertaining to Know Your Customer and Customer Due Diligence (CDD).

The role holder is tasked with leading the Global CLM Team in driving continuous improvement of the CDD process, to enhance risk management, efficiency, quality and client experience in supporting GPB’s strategic growth ambitions. To achieve this, the role holder will work closely with  regional and market COOs, Chief Control Office (CCO) and CLM teams as well as second line of defense (2LoD) functions (e.g. Compliance, Risk, etc.) to design and implement enhancements to systems, operating model and the overall process.

The role can be based in Hong Kong, Singapore, London or Geneva.

The role holder will be a member of the Global Private Banking & Wealth & Premier Solutions COO Leadership Team.

Principal Responsibilities:

• Ownership of the GPB CDD Process, including operating model, oversight of CDD systems, drive initiatives to enhance the current process and drive improvements in CDD quality
• Setting the strategy and direction of Global CLM Team in consultation with relevant stakeholders, including the COO of Global Private Banking & Wealth & Premier Solutions
• Lead transformation activities with respect to the CDD process, including understanding how wider Global CDD transformation activity impacts GPBLeading and managing the Global CLM Team in driving efficiency, quality and client experience in the CDD Process through close partnership (e.g. advisory, improvements, quality assurance, etc.) with the market CLM teams
• Ensuring all regulations, policy and procedures with respect to Know Your Customer and CDD are met in order to effectively manage financial crime risk
• Prioritise deliverables of the Global CLM Team to ensure a high-performing team and efficient use of resources
• Implementing and managing CLM governance framework, and ensure risks and issues are escalated to global, regional and country stakeholders
• Accountable for ensuring the relevant global key performance metrics are reporting within appetite, or where this is not the case a clear path to green is in place and the underlying root cause is clearly understood
• Working with market CLM teams and other stakeholders to continuously identify and implement improvements in operational processes and systems to drive simplification, alignment, efficiency and controls across all stages of the client lifecycle (onboarding, maintenance & servicing, exit management, etc.) while ensuring optimal client experience through all touch points
• Working with market CLM teams and other stakeholders to resolve all identified issues promptly, and resolve concerns in co-ordination with senior stakeholders as appropriate
• Managing changes that are required to be made to CDD systems in order to meet regulatory, policy and procedural requirements as they evolve
• Overseeing, tracking and reporting to the GPB Executive Committee, Global Private Banking & Wealth & Premier Solutions COO Leadership Team and other relevant stakeholders to all agreed timelines to issues raised by internal business assurance, audit, internal and external auditors and regulators
• Implement a robust succession and talent management process for the Global CLM Team

Management of Risk

The role holder will be responsible for:

• Actively owning, improving and managing the CDD risk and control framework by partnering with the CCO teams as well as second line of defense functions
• Ensuring that changes to regulations, policy and procedures are reflected in the CDD process, including system changes
• Driving a consistent and quality driven approach with respect to the implementation of GPB CDD standards across all markets
• Adhering strictly to compliance and operational risk controls in accordance with HSBC and regulatory standards, policies and practices
• Escalating control weaknesses promptly to the CCO team as well as second line of defense functions
• Ownership of any relevant issues (e.g. CDD control gaps, quality issues, etc.) with global applicability and driving the associated action plans
• Anticipating and identifying risks, and ensures appropriate steps are taken to mitigate them with timely and conclusive actions

Knowledge and skill requirements

• Extensive banking knowledge gained from significant work experience within the sector, ideally with experience in private and wealth management
• Comprehensive knowledge of all HSBC financial crime policies (e.g. CDD, AML, Sanctions, etc.)
• In-depth knowledge of global regulatory requirements for client onboarding and ongoing client maintenance
• Well-developed leadership skills to successfully lead a global team in a virtual and matrix environment
• Proven ability to authentically engage with global colleagues and business partners to deliver at pace
• Success in managing and delivering sustainable strategic change across a complex global organisation
• Be able to think strategically from a business perspective, and capable to improve existing practices
• Experience of effectively working with stakeholders at senior levels in an organisation, with the ability to influence
• Possess a flexible, open mindset that fits in with the fluidity of a global organisation
• Ability to elicit requirements from the business in an accurate and timely manner
• Effective written and verbal communication skills, with strong attention to detail and ability to challenge information presented
• Ability to work under pressure and willingness to travel as required

You’ll achieve more when you join HSBC. 
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Issued by The Hong Kong and Shanghai Banking Corporation Limited