HSBC Group

Role Purpose:

The focus of this role is to manage the overall client services of an assigned portfolio of Custody Clients, monitor market news and release broadcasts where required. The job incumbent is required to ensure full client satisfaction and achievement of agreed service standards.

Impact on the Business/Function

·    Strive to continuously provide accurate, precise and the most effective communication with our clients in a timely manner, in order to maximize SSV profitability through maintaining our clients’ satisfaction and attracting new relationships.

·      Proactively seek to hold regional calls related to client services issues, in order to share best practices and expertise to achieve the overall goal of the coverage model.

·      Understand and ensure compliance with all relevant internal and external rules, regulations and procedures that apply to the conduct of the business in which the job holder is involved.

·      Following up with clients in order to ensure the payment of outstanding fees, funding and other bank charges.

·      Addressing all clients’ needs to ensure the retention of our clients’ base, and to attract new relationships to SSV Egypt.

Customers / Stakeholders

·       Respond to our clients’ queries efficiently on a daily basis.

·       Regularly update our clients with market news and updates through writing, reviewing and issuing broadcasts.

·      Regularly hold calls with our clients to maintain professional and active relationship and to tackle all clients’ needs, and provide updates about the market and SSV operations.

·      Send on the spot e-mails or hold calls to communicate any arising issues related to corporate actions, settlement, account opening, FX and any other outstanding issues related to funding our Nostro account.

·       Handling new relationships account opening, and liaising with the concerned teams until the client is fully on boarded.

·       Receive and process clients’ audit confirmation requests and follow up on the status of the issued certification.

·       Regularly update market guide to ensure our clients have an updated manual book available at their end.

·       Accurately prepare, update and complete DDQs, RFIs and RFPs received from the clients.

Major Challenges

·         Highest level of accuracy and precision is consistently required responding to clients queries and addressing their needs.

·         Time management is essential to meet all job requirements within set time limits.

·         Flexibility to learn and perform new tasks in a dynamic working environment, to meet casual analysis and reporting efficiently whenever required.

·       Conflict management, negotiation skills, professional curtsy, professional communication skills and handling hard clients are essential elements to tackle all    required tasks and provide our clients with excellent service.

Role Context 

  Overview of Business Unit:

The HBEG SSV department is one of the oldest established custody and clearing units within the SSV MENA region. SSV services are provided to international clients, domestic corporate clients and domestic individual clients. Whilst HBEG SSV is a key player in the market, other large foreign institution such as Citibank is an active competitor in the market. The sub-custody services are provided on the Egyptian Stock Exchange. 

The focus of this role is to manage the overall client services of an assigned portfolio of Custody Clients, monitor market   news and release broadcasts where required. The job incumbent is required to ensure full client satisfaction and achievement of agreed service standards.

Management of Risk

The jobholder will also continually reassess the operational risks associated with the role and inherent in the business, taking account of changing economic or market conditions, legal and regulatory requirements, operating procedures and practices, management restructurings, and the impact of new technology. 

This will be achieved by ensuring all actions take account of the likelihood of operational risk occurring.

Also by addressing any areas of concern in conjunction with line management and/or the appropriate department.

Observation of Internal Controls

The jobholder will also adhere to and be able to demonstrate adherence to internal controls. This will be achieved by adherence to all relevant procedures, keeping appropriate records and, where appropriate, by the timely implementation of internal and external audit points, including issues raised by external regulators.

The jobholder will implement the Group compliance policy by containing compliance risk in liaison with Global Head of Compliance, Global Compliance Officer, Area Compliance Officer or Local Compliance Officer. The term ‘compliance’ embraces all relevant financial services laws, rules and codes with which the business has to comply. 

This will be achieved by adhering to all relevant processes/procedures and by liaising with Compliance department 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.

Knowledge & Experience / Qualifications

·         University graduate with relevant banking experience.

·         Proven ability to deliver job requirements with maximum accuracy, precision and effective time management.

·         Proven ability to efficiently work with Microsoft office programs (Excel, Power Point, Word) and specially Excel being completely able to use various equations.

·         Excellent analytical and reporting skills.

·         Knowledge of related industry and market in Egypt.

·         Advanced understanding of risk management and risk mitigation.

·         Flexible to work under various working conditions

·         Open to learning new tasks and developing existing ones and to communicate relevant knowledge and experience with others.

·         Communication skills

·         Negotiation skills.

·         Perfect command of English Language

·         Professional Curtsy.