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Securities Services provides robust and reliable solutions that enhance performance and mitigate risk, today and in the future. Working with institutional investors, banks, insurance companies, governments and multinational corporations, Securities Services offers a range of fund administration, global custody, sub-custody and clearing, and corporate trust and loan agency services. 

We are currently seeking a high calibre professional to join our team as an Associate Director, Regional Client Experience, FX/MM & Commodities Operations.

Principal Responsibilities

Role Purpose

The objective of the Client Experience function will provide a cross product coverage to drive a client service culture to deliver a ‘best in class’ client experience across the key client sectors – Commercial Banking, Corporates and Institutional clients.

The holder will be required to drive the above practices and models developing a client service culture in knowing our clients and partnering with the business to build a long-lasting relationship with our clients. 

The role of Regional Client Experience will consist of four key aspects:

• Managing and Commercialisng Legacy Bespoke Client Requirements across the MSS Business
  • Working with the SSV Business Product Leads to manage the existing legacy bespoke and customized client requirements – where it is not commercially viable, remove the deviation to standardize the processing optimizing straight thru processing and control
  • Standardisation of client settlement preferences to mitigate payment risks
  • Influence clients to adopt designated electronic or standardized processing channels – reducing all existing processing involving manual emails, faxes or non-electronic documents
• Client Engagements (Virtual and Face to Face Interactions) 
  • Formalise on value-add service for selected strategic clients with clear targeted performance benchmark
  • Formalise an efficient production of client MI and metrics as preparations prior to the client engagement
• Client Efficiency Analysis – Build a Book of Work to improve operational efficiency
  • Utilise data metrics, innovations and technology to proactively drive improved client efficiency and experience with targeted performance benchmarks. To understand and know our clients better to influence and altering client behaviour.
• An integrated FX Support for our Custody Clients
  • This role will also contribute to the objective of creating an integrated Foreign Exchange (FX) support model servicing our Custody clients maximizing the synergies of combining the existing Foreign Exchange and Custody Operations in the Asia Pacific region

Principal Accountabilities

Impact on the Business and Clients

• Drive and support the defined Client Service support and best practices at the global and regional level across Asia

Customers / Stakeholders

• Delivery of improved value-added client services covering internal and external clients and stakeholders. Proven strong communications and Stakeholder Management

Leadership & Teamwork

• Develop and motivate team as a global organisation to deliver Group and global objectives

Operational Effectiveness

• Drive and implement the required metrics and client post trade performance benchmarks to metrically measure the improved outcome of our service offering to clients

Major Challenges

• To support the continual development of Asia Pacific Markets & Securities Services (MSS) business volumes, diversity, complexity and meeting the growing demand for quality services of the sophisticated customers. The job holder has to keep at the forefront of development and possess an all-round knowledge of existing products, procedures and risks inherent in the business across the Asia Pacific region. The jobholder must have the ability to react promptly to local practices and client demands, then propose appropriate solution to clients or to delicately manage the client expectation to maintain the required experience for the client
• Strong inter-personal and people management skills are necessary to liaise with all levels within and outside of the department to build a partnership to support the business

Role Context 

• The jobholder is guided by the provisions of ‘Functional Instruction Manual (FIM): Global Banking and Markets policies, guidelines issued by the Bank and regulatory bodies. He/She also needs to ensure that the daily processing activities are in full compliance with the rules and regulations of external regulators in each jurisdiction
• Normal daily activity involves interacting via different media with external clients, business partners and products within Operations; and scheduled external client visits or engagements. He/She needs to promptly respond/resolve or make decisions to escalate issues to the management to minimize financial and customer service impact. Problems are expected to be different on a case-by-case basis, the jobholder must use his/her own initiative and professional judgement in deciding how best to solve the issue

Management of Risk

• The jobholder should continuously assess the Operational Risk scenarios associated with the role and acts in a manner that takes into account of changing economic or market conditions, legal and regulatory requirements, operating procedures and industry/market practices, management restructuring and the impact of new technologies. Effective operational risk management will be achieved by ensuring all action take into account of the likelihood of operational risk occurring and addressing the identified areas of concerns in conjunction with senior management and/or the appropriate department

Observation of Internal Controls

• The jobholder must adhere to and be able to demonstrate adherence to internal controls and Global standards. This will be achieved by ensuring the relevant procedures, where appropriate, incorporating internal and external identified audit points, including issues raised by the external regulator
• The jobholder will implement the Group compliance policy by containing compliance risk in liaison with Global Head of Compliance, Global Compliance Officer, Area Compliance Office and Local Compliance Officer. The term ‘compliance’ embraces all relevant services law, rules and codes with which the business has to comply
• This will be achieved by adhering to all relevant processes and procedures and liaising with Compliance function about new business initiatives at the earliest opportunity. Also and when applicable, by ensuring adequate resources are in place and training is provided, fostering a compliance culture and optimising relations with regulators

• Proven people management skills and potential to lead and develop a team
• Emphasis on strong competencies to manage external clients , including dealing with challenging and difficult client conversations
• Preference on relevant experience in the Custody business and the Institutional Fund client segment
• Knowledge and understanding of Global Markets products, operations and international/regional markets (exposure to regulators, exchanges, industry bodies) would be a plus
• Proven track record in leading and managing change, particularly given the organisation’s continually evolving nature
• Understanding of a complex processing environment spanning across different products across derivatives and securities will be a plus to serve as a SPOC (Single Point of Contact) for our clients
• The ability to work with senior management globally and act as a team player, and manage staff in different locations in the region

You’ll achieve more when you join HSBC. 

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Issued by The Hongkong and Shanghai Banking Corporation Limited.