Associate Director, Team Lead - Account Management

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HSBC Corporate and Institutional Banking (CIB) is a markets-led, financing-focused business that provides investment and financial solutions. Within CIB, Securities Services provides robust and reliable solutions that help clients mitigate risk and enhance their business performance. Working with institutional investors, banks, insurance companies, governments, and multinational corporations, this team covers fund administration, global custody, sub-custody and clearing, and corporate trust and loan agency services.

We are now inviting qualified individuals to join this team in the role of Associate Director, Team Lead - Account Management 

Role Overview:

Account Management sits within the SSV platform, and this role has been created to further support the consistent application and on-going delivery of the “Next Generation” of account management to SSVs’ strategically important client base, across SSV products.

Working alongside Client Service Managers and the Client Executives, a primary purpose of the role will be to ensure that we deliver a service proposition that recognises and adapts to changing client requirements as automation and digitisation reduce reliance on operational interaction day to day, and clients seek to extract additional, long term value from their service providers.

The Team Lead Account Management role will be responsible for the creation and on-going leadership of a best in class account management team that successfully manages and oversees the client experience from implementation through to future growth.

The role will be critical to the satisfaction and sustainability of our client relationships by helping create and maintain a platform for growth within the sector and ensuring we deliver:

• An industry-recognised, best in class account management proposition;
• A fully reference-able client base with limited/zero attrition. 

Duties and Responsibilities

• Creating and leading a team that is capable and focussed on delivering, consistently an industry-recognised, best in class account management proposition
• Client retention: Work in tandem with Client Executives, Client Service Management, Product and Operations to ensure high levels of client satisfaction and a reference-able client base with limited/zero attrition
• A platform for sustainable growth from new or incremental business and cross sales in line with SSv commercial and risk parameters.
• Managing relationships with Executive-level client contacts and other stakeholders
• Work with marketing, sales, product and banking teams to ensure market messaging is understood, and that client feedback and strategic priorities are embedded in the coverage model.
• Accountable for the overall client experience, retention, and satisfaction for assigned client base.
• Engages with assigned client base at C-suite and board level on needs and capabilities specific to client strategy, new regulation, product development and other solutions to establish an early adopter advantage.
• Supports the client executive team with the creation and delivery of the strategic level client plan.
• Ensures adherence to the SSv client governance and oversight model for assigned client base, including client due diligence, service reviews, change, etc.
• Effectively manages staff on direct and virtual client teams, advancing collective knowledge and effectiveness, and ensuring sustainable best practice is followed.
• Oversees execution of service delivery to clients, in collaboration with MSS Operations, including service improvement and remediation plans, as applicable, as well as Product delivery and Change management.
• Supports the roll-out and integration of new client facing technology (delivered by the Product and Digital Data enablement teams). Promotes client adoption of existing technology as required.
• Senior point of contact for resolution of issues (operational, non-operational, BCP etc.)
• Role models best practice ways of working, building collaborative relationships and proactively identifying opportunities to improve operational effectiveness across the client coverage model.
• Instill culture of excellence and continuous improvement - coaches others on the client management lifecycle, drives adoption of best practice relationship management/client planning, and builds supporting knowledge library, templates etc.
• Leads on projects in wider Client Management/Securities Services function as required.
• To sit on internal committees as required.

Experience and Qualifications

• Minimum of 10 years’ experience of Securities Services, client management, business development and/or senior operational leadership experience
• Client facing with excellent communication and presentation skills, including an ability to lead and manage executive-level meetings, influence strategic priorities and to successfully effect change
• Demonstratable knowledge and experience of client management and/or other senior leadership experience including forging and maintaining C-suite relationships
• Track record of owning, maintaining and growing a client sector/team across securities services products
• Detailed understanding of core commercial and contractual drivers and business performance
• Proven ability to adapt to the changing demands of the industry, clients and internal stakeholders
• Proven capacity to effectively and proactively operate across a complex organisation collaboratively, whilst ensuring that the agreed client/HSBC agenda is effectively managed at executive level
• Demonstrable quality track record as a team-player and mentor with the capacity to lead an account management team and positively contribute to the global management function and department strategy
• Fully proficient in understanding the regulations that drive the securities services arena and in particular those that govern client management
• Sound understanding of controls, risk management (product and market) and mitigation techniques

Due to the urgent hiring need, candidates with immediate right to work locally and no relocation needed will be prioritised.

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Issued by HSBC Bank Malaysia Berhad