HSBC Group

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 Service Level Agreement (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 Management Information (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.

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.