GSC Head of Client Service Team

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If you’re looking for a career where you can make a real impression, join HSBC and discover how valued you’ll be.

HSBC is one of the largest banking and financial services organisations in the world, with operations in 62 countries and territories. We aim to be where the growth is, enabling businesses to thrive and economies to prosper, and, ultimately, helping people to fulfil their hopes and realise their ambitions.

We are currently seeking an experienced professional to join our team in the role of GSC Head of Client Service Team .

Role Purpose:

• Markets & Securities Services (MSS) is a significant part of the HBSC Global Banking & Markets division. Within MSS, Securities Services (SSv) provides industry leading securities services to corporate and institutional clients worldwide.
• This role is responsible for delivering a seamless relationship across SSv Europe for our existing clients, focusing on “putting clients at the centre of everything we do” in the designated country, region and globally.
• This role will function as Head of Client Services for the off shore centres, managing teams in multiple locations, providing clients with quality and timely feedback in a professional manner to their queries and concerns, and address their escalations, to ensure high service levels in line with client expectations and HSBC best practices.

What you’ll do:

Impact on the Business/Function:

• Manage the off shore BAU Client Services function in multiple locations through effective planning and resourcing to deliver quality service to our clients.
• Establish the strategic direction of the client service function in the regions and align to the global client management strategy.
• Ensure client retention through consistently top-quality service and by ensuring that client’s needs relative to the market are met through proactive engagement and solution delivery.
• 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.
• Act as an escalation point for client issues or incidents and ensure successful resolution by working closely with the relevant stakeholders.
• Own relevant project delivery or issue resolution, as applicable, ensuring timely and effective outcomes for clients and SSv.

Customers / Stakeholders:

• Ensure we respond to our clients’ queries efficiently and promptly with quality and detailed responses
• Develop and monitor appropriate MI to ensure quality service delivery and to identify areas of improvement.
• Regularly update our clients with market news and updates through writing, reviewing, and issuing broadcasts.
• Regularly hold calls with clients to ensure proactive and professional relationship management across the locations and to address clients’ needs and provide updates about the market and SSv.
• The team handles aspects of account opening and on-boarding as necessary from a client service standpoint.
• Manage client service-related activities that require coordination with various / relevant teams regionally and globally, including relevant market participants.
• Provide support to the relevant Client Executive and Client Account Management teams on client issues and Platform Sales with client Request for Information (RFIs) and Request for Proposal (RFPs), as needed. 
• Manage client due diligence visits in conjunction with other teams within Client Management and other stakeholders.
• Ensure risk is managed appropriately from a client query perspective and escalation occurs effectively to stakeholders

  People Management:

• Lead the SSv Client Services team in Europe to deliver best in class client services, ensuring alignment with SSv strategic objectives for clients and the regions.
• Actively communicate with the Client Service Managers, regional peers and others to develop and implement enhanced client servicing methods, digital tools etc. to continue to drive the service model forward. 
• Collaborate with cross country and cross function colleagues e.g. SSv Product, MSS Platform Sales etc. to elevate the overall client experience.

Operational Effectiveness & Control:

• Identify opportunities to streamline processes and implement them in conjunction with Operations to build client and internal efficiency; introduce client related Key Performance Indicators (KPIs) and service metrics as applicable.
• Understand, follow, and demonstrate compliance with all relevant internal and external rules, regulations and procedures that apply to the conduct of the business activities associated with the role.

Leadership & Teamwork:

• Lead, coach, mentor, grow, guide and develop the SSv Client Services team to deliver best in class client services.
• Uphold the highest level of integrity and ensure strict adherence to core standards and behaviours, acting as a role model for all HSBC values and business principles.

Requirements:

• Proven ability to deliver job requirements with maximum accuracy, precision, and effective time management.
• Excellent understanding of the Custody products and regulatory requirements in Europe
• Ability to stay abreast of market changes and work with internal stakeholders to amend / formulate new operations process
• Previous management experience and experience in service or operational process management required
• Experience with contributing towards and delivering joint SSv and client business plans
• Demonstrated experience in leading people and developing effective and diverse teams and delivering results in an effective manner
• Ability to challenge status quo and identify improvement opportunities
• Excellent verbal and visual presentation skills
• Ability to identify, work with the relevant internal stake holders to manage and mitigate risk effectively
• Strong problem solving capability, able to multi-task well under pressure and in times of ambiguity
• Organised with systemic approach to project execution and issue resolution
• Mentor and develop team members and team leads in the locations, both in person and remotely.

Others – Values & Behaviour:

• The role holder will ensure the HSBC values are present in everything we do, both individually and as an organisation.
• This will be achieved by consistently displaying the behaviours of:
• • Client centricity - client focus on everything we do today, and tomorrow.
  • Leadership & drive – mobilise, motivate, and positively influence the business to drive change.
  • Strong relationship understanding – tracking, managing, and reporting satisfaction and reference-ability.
  • Dependability and doing the right thing - delivering fair outcomes for our customers and ensuring own conduct maintains the orderly and transparent operation of financial markets.
  • Being open to different ideas and cultures.

You’ll achieve more at HSBC.

HSBC is an equal opportunity employer 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 work and opportunities to grow within an inclusive and diverse environment. We encourage applications from all suitably qualified persons irrespective of, but not limited to, their gender or genetic information, sexual orientation, ethnicity, religion, social status, medical care leave requirements, political affiliation, people with disabilities, color, national origin, veteran status, etc., We consider all applications based on merit and suitability to the role.”

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. 

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