Associate Director, CIB Client Servicing

CIB COO (Corporate and Institutional Banking)

Our COO team delivers strategic execution for Corporate and Institutional Banking (CIB) across the globe. Through transformative data and digital solutions, customer servicing, and non-financial risk expertise, this team is where problems are solved, and careers are made.

CIB COO focuses on these key priorities:

• Protecting the bank, our customers and stakeholders by enhancing our operational resilience, strengthen our control environment, and improve risk management.

• Driving operational excellence and efficiency by optimising our processes and delivering the transition to net zero in our own operations. 

• Enabling business growth exceptional service by enabling our businesses to focus on our competitive advantage and deliver transformation and digitisation across the bank.

We are currently seeking an experienced professional to join our team.

In this role, you will:

This role will drive the delivery of CIB Client Servicing’s global strategic agenda. The role holder will collaborate with the CIB businesses to successfully deliver timely and high quality outcomes to optimise and evolve our client servicing offering to align to our future-state vision. The role holder will oversee the general operations of the function including, but not limited to, financial planning/resource management, governance frameworks, digital implementation/adoption, performance management (OKRs, KPIs, SLAs), and stakeholder engagement, whilst additionally leading on ad-hoc initiatives as they arise to ensure the effective and efficient delivery of the function’s strategy and desired client outcomes.

• The role holder is responsible for overseeing the end-to-end CIB client servicing process delivered by the team based in Beijing, Shanghai & Shenzhen, ensuring a seamless and efficient experience for our CIB banking clients. This role involves managing a large team, driving process improvements, and maintaining a strong risk management framework. 
• Collaborate with cross-functional teams to ensure seamless experiences for clients, across GPS, Client Servicing & Operations, MSS Operations and others.
• Collaborate closely with the Central CIB Client Servicing Team to measure, manage and improve the service proposition across supported business sectors.  Ensure a strong focus on continuous improvement is followed to realise efficiencies and enhance the service proposition.
• Contribute and lead on global programmes looking to drive consistency, standardisation and best-practices across the globe in order to deliver an exception and consistent servicing offering to our customers.
• Close partnership with the Business in order to shape and agree the service proposition which could include: MI management, agreement on SLA’s and interaction with client base. Responsible for ensuring team members understand the role and the requirements of the business, work to a set of consistent processes and deliver consistently according to the service agreements made with the business areas.
• Manage stakeholder relationships, ensuring excellent communication and collaboration.
• Understand clients' business needs, objectives, and expectations to provide tailored solutions and services.
• Proactively identify and address potential issues, ensuring client satisfaction and retention.
• Develop and implement strategies to improve the efficiency and effectiveness of the Relationship Service Management function, leveraging data-driven insights and process improvement methodologies. 
• Assist in the development and implementation of process improvements to enhance efficiency and reduce operational risks.
• Help to break down complex concepts and processes for the team, ensuring clear understanding and alignment with transformation initiatives.
• Maintain a strong focus on risk management, ensuring all activities are conducted within the established risk framework.
• Lead, coach, and develop a large team of specialists, fostering a culture of continuous improvement and professional growth.
• Stay up-to-date with industry trends and best practices, applying this knowledge to drive continuous improvement within the team.

To be successful in the role, you should meet the following requirements:

• Strong leadership and team management skills, with a focus on developing and motivating team members and experience in managing large, virtual teams.
• Solid understanding of Banking operations and its products / services, general knowledge of trade, treasury, and payment and cash management products and activities
• Excellent communication and interpersonal skills, with the ability to break down complex concepts for diverse audiences.
• Proven experience in process improvement and risk management.
• Strong analytical and problem-solving skills, with a focus on data-driven decision-making.
• Ability to work effectively in a fast-paced, dynamic environment.  
• Relevant work experience supporting Global/Local Relationship Managers or Sales teams in a financial institution (bank or non-bank) .
• Excellent client servicing skills
• An ability to manage a varied workload and prioritise effectively and execute seamlessly under pressure.
• The ability to build excellent working relationships across all Business units.

Personal Attributes:

• Objective and pragmatic approach to problem-solving.
• Dedicated to being an early adopter of new technology and nurturing and environment where teams are excited to pilot new ways of working and technologies in the pursuit of sustainable improvements
• Passion for continuous improvement and driving positive change.
• Strong attention to detail and commitment to delivering high-quality work.
• Ability to adapt to changing priorities and manage multiple tasks simultaneously.
• Team player with a positive attitude and strong work ethic.

You’ll achieve more at HSBC.

HSBC is committed to building a culture where all employees are valued, respected and opinions count. We take pride in providing a workplace that fosters continuous professional development, flexible working and opportunities to grow within and inclusive and diverse environment. Personal data held by the Bank relating to employment applications will be used in accordance with our Privacy Statement, which is available on our website.

Issued by HSBC Bank (China) Company Limited