HSBC Group

Business: CIB COO/CIB Banking Client Servicing
Open positions: 1
Role Title: Global Mandates - Client Relationship Management  GSC’S
Global Career Band: 5
Location: Hyderabad
Recruiter Name:Vishal 
Why join us?

• AVP – Global Mandates - Client Relationship Management is an individual contributor role within the CIB COO -Client Relationship Servicing function.

• The role holder in the team will be responsible for the strategic management and oversight of Global mandate processing for clients, ensuring seamless compliance, operational efficiency, and timely execution. This pivotal role requires close collaboration with international clients to understand their unique requirements, coordinate the delivery of tailored services, and serve as the primary point of contact for all mandate-related inquiries. The position demands a proactive approach to fostering client satisfaction, driving operational excellence, and maintaining the highest standards of service delivery. The incumbent will serve as the bridge between client-facing teams, internal support functions, and governance bodies, ensuring mandates are processed with agility, accuracy, and a deep focus on client centricity. This role is pivotal in managing end-to-end mandate lifecycle activities, while championing client satisfaction across all touchpoints.
  What you’ll do: 
   

Operations Management

• Define and drive strategic direction for the Mandates team aligned with business priorities and regulatory requirements.

• Ensure the seamless execution of mandate-related activities with a strong focus on service level agreements (SLAs), quality standards, and turnaround times.

• Establish robust processes for the management of new mandates, amendments, renewals, and removals.

• Coordinate cross-functional workflow across geographies (onshore/offshore), ensuring alignment with client, legal, compliance, and operational teams.

• Monitor daily operations through performance dashboards, ensuring adherence to KPIs and flagging exceptions early.

• Implement and maintain controls to ensure data integrity, accuracy, and audit-readiness of all mandate documentation.

• Maintain awareness of operational risk within assigned portfolio and minimise the likelihood of it occurring including its identification, assessment, mitigation and control, loss identification and reporting.

• Align mandate operations with global SLAs, turnaround expectations, regulatory protocols, and quality benchmarks.

• Drive operational control rigor while minimizing manual intervention through technology and standardized processing.

• Act as SME for self & all mandate-related escalations, ensuring timely response and root cause elimination.

• Enhance documentation, audit readiness, and data integrity through proactive quality assurance measures.

• Support the financial performance management/administration.

• Co-ordinate with onshore process owners regarding migration roadmap and implementation.

• Ensure timely escalation of all delays/challenges and proactively look for resolution to minimize any negative impact.

• Ensure that stakeholder expectations are met with highest level of professionalism and value led exceptional service.

• Perform regular root cause analyses on process failures or escalations, recommending and implementing corrective actions.

• Act as escalation point for all operational challenges related to mandates, ensuring timely resolution and communication

• Standardize and document all processes, ensuring alignment with internal policies and external regulatory requirements.

• Optimize workflows through robust SOPs and lean governance, enabling faster and error-free execution.

• Serve as a Customer Champion, instilling a client-first culture in all mandate interactions.

• Lead efforts to enhance client touchpoints with clear, timely, and transparent communications.

• Resolve client pain points and queries through swift, empathetic, and solution-oriented responses.

• Partner with RMs and client-facing teams to deliver seamless servicing on complex mandates.

Risk Management

• Develop reporting capabilities to monitor and analyse inherent risks in the process and implement suitable controls to mitigate such risks.

• Identify opportunities to improve the quality of client service within their products and/or processes. Gather information to understand the root causes of client service issues and develop solutions.

• Continually reassess the operational risks associated with the role and inherent in the business, taking account of changing legal and regulatory requirements, operating procedures and practices, management restructurings, and the impact of new technology and services. 

• Lead & Participate in Governance and Committee meetings and escalate any issues/challenges in a timely manner and propose solutions where required.

• Establish and maintain strong internal controls to mitigate operational, compliance, and reputational risks in mandate processing.

• Ensure strict adherence to regulatory and policy guidelines governing client documentation and mandate governance.

• Continuously assess the risk landscape to identify new and emerging threats, adapting controls accordingly.

• Maintain risk event registers and ensure timely closure of outstanding risk items or audit findings.

• Support the delivery of risk and control self-assessments (RCSA) and business control reviews (BCR).

• Provide subject matter expertise (SME) in risk-related governance forums and working groups.

• Drive automation of risk checks and reconciliation tools to reduce manual errors and enhance assurance

Stakeholder Management

• Serve as the primary liaison for internal and external stakeholders on all mandates-related matters.

• Build and maintain strong relationships with stakeholders across Front Office, Legal, Fraud, Compliance, Risk, Operations, and Technology teams.

• Drive proactive engagement with stakeholders to identify pain points, resolve issues, and optimize collaboration.

• Lead and present in recurring stakeholder meetings to provide progress updates, insights, and escalations.

• Collaborate with external counterparties (clients, service providers) to ensure accurate mandate execution and delivery.

• Actively participate in governance meetings, representing mandates in strategic forums or change councils.

• Promote transparency and accountability in all stakeholder communications with clear SLAs and ownership defined.

• Track stakeholder satisfaction metrics and take corrective actions for improvement. (VoF)

• Act as a voice of the customer, bringing feedback into the design of future processes and system enhancements.

• Effective stakeholder management across all asset classes/countries that we support and ensuring that engagement levels with stakeholders are done in a proactive and consistent manner.

• Partnership with stakeholders to identify bottlenecks and multiple hand offs tasks to provide best in class service, positively influencing KPIs.

• Interfacing with wide variety of teams like Relationship Managers, WSO, Compliance, Risk, Legal, GPS etc. especially on matters that involve escalation of pending and ageing cases of global mandate requests.

• Maintain and develop positive and professional working relationships with senior business managers at the Group and Regional levels. Lead by example, demonstrating excellent behaviours in line with HSBC core values.

• Recognize, reward and set high internal service excellence benchmarks to ensure client delight.

Operational Effectiveness & Process Optimization

• Drive initiatives (Automation/Process streamlining/AI) to reduce Turn-Around-Time and confirm NIL business impact, enhance Client experience and reduce RM / downstream touch points.

• Champion process simplification and digitization efforts using automation, robotics, and AI where feasible.

• Drive end-to-end process mapping exercises to identify bottlenecks, inefficiencies, and risks.

• Lead change initiatives impacting the mandates team, including migrations, system upgrades, and regulatory transitions.

• Serve as business owner or sponsor for mandate-specific transformation projects, coordinating with technology and PMO teams.

• Foster a culture of continuous improvement, encouraging ideas from the ground level and converting them into tangible actions.

• Benchmark processes with global best practices to identify opportunities for innovation and standardization.

• Prepare business cases, impact analyses, and cost-benefit assessments for proposed change initiatives.

• Implement control frameworks for post-implementation reviews (PIRs) and lessons learned documentation.

• Required to drive standardisation of activities across globally.

• Expected to project, manage growth and migrations within CIB RSM

What you will need to succeed in the role:

• Excellent spoken and written communication skills with experience of adapting your style and approach to the audience and message being delivered. (E)

• Strong interpersonal skills with highly developed capacity to influence peers and effectively engage stakeholders at all levels across businesses, functions and geographies (E)

• Knowledge of Mandate documents such as Board Resolution (BR), Power Of Attorney (PoA), Articles of Associations (AoA) and List of Directors (LoD). (D)

• Process analysis and proven re-engineering experience (D).

• At least 5 years’ experience in operations & people management, client servicing role with banking experience (E).

• Solid working knowledge of MS Office Suite, Excel automation (macros/pivots), and relevant workflow / platforms.

• Analytical skills to interpret MI/data, identify trends, and provide actionable insights to senior stakeholders.

• Strong documentation and policy writing capabilities, ensuring clarity and regulatory alignment.

• Proven ability to work well under pressure and prioritize competing demands (E)

• Awareness of market specific banking systems such as HUB, SFE, HFE, OBS, BMM, Client Document Reader, IQA, Filenet, WCAS systems, DQM, Connecto, Connecto-Mandates, CME, Customer Footprint, ERDS, and awareness of local regulations. (D)

• Strong network across Business Services, Product, and central Operational Support Teams.

• Must be proactive and prepared to investigate issues of own initiative with the minimum of information.

• Strong relationship management skills with the ability to manage & engage multiple parties, meet their expectations, negotiate in situations of conflicting interests and influence key decision makers in a positive manner.

• Self-Motivated, positive, and passionate individual with a solution-oriented mindset.

• Excellent communication and stakeholder engagement skills, with the ability to influence across all levels.

• Strong risk and control mindset, with a track record of clean audit and regulatory reviews.

• Flexible approach to duties and hours of work (E).

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You’ll achieve more at HSBC 
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