Job Description

Why join us?

Working in Markets and Securities Services (MSS) is a challenging but rewarding career choice for anyone interested in banking and financial services. As an international bank with locations all across the globe, the team exposes an individual to a wide range of processes and a diverse network within the banking community which provides ample opportunities for career growth and development. The role requires constant communication with HSBC internal operations team and clients located in different locations thus providing an avenue where one can gain comprehensive knowledge and experience within MSS.

The Opportunity:

Contribute to the establishment and maintenance of the MSS reputation for service excellence in the Custody and Banking product lines within MSS. Client Service is a key differential feature within the highly competitive custody industry and it is therefore imperative that the highest levels of client service are delivered and maintained. Performance in this key area is reflected via internal and industry surveys and any perception of deterioration in client service will have a significant impact on both business retention and the ability to win new business.

Contribute to the profitability and growth of the MSS client base by delivering an excellent client service experience and striving to enhance existing institutional relationships through improved service and developing a service model and reputation that attracts new clients.

In order to keep up with the fast evolving financial landscape, the role needs to keep abreast of local regulatory & infrastructural changes, leverage on new products/services introduced by the regulators to fill any service/product gap and lobby for market changes.

The job holder adheres to Group Instruction Manuals, Compliance Guidelines and the many regulatory requirements imposed in the local market, HSBC Limited’s Head Office in Hong Kong and HSBC’s Group Head Office in London, and other regulatory authorities relating to the conduct of share dealing/custody and clearing services in all other markets in which we custodise clients’ assets.

Global Custody Client Services function is an asset servicing function mainly providing support to clients in their day-to-day enquiries.As a global custodian, Client Services team is responsible to independently works with large and complex clients to resolve the most critical and complex day-to-day issues and direct them to appropriate department at HSBC. This will include the handling of all client inquiries, concerns and complaints in a professional manner as well as collaborating with the relevant departments to better address client needs and providing regular updates to higher management. Client Services resolve atypical or highly complex issues and also serves as subject matter experts on specific projects and resolution of client issues.

What you’ll do:

• Work with a team of Client Service Managers in handling day to day queries of Global Custody clients, driving resolution on BAU issues, providing feedback to Processing Teams with the objective of looking at root cause of client issues to drive query reduction, ensuring that all key KPI’s & PLA’s are met.
• Continually review data / external client query logs to evaluate where improvements / efficiencies can be made. Reduce risk to the business through continuous monitoring of all procedures specific to the process. Build & maintain excellent relationships with key external clients through efficient query response.
• Monitors query mailboxes and tracks queries to ensure timely and effective resolution
• Escalates un-resolved queries through appropriate internal channels.
• Monitor response and resolution times via Q-track data to ensure client queries are responded to with response time SLA and resolved within agreed turnaround time (TAT)
• Perform beginning of day and end of day checks to ensure no queries are left unresponded to.
• Ensure the effective implementation of service improvement initiatives on an ongoing basis in response to clients’ needs through analysis query themes and feedback received into Q-track.
• Manage all incidents arising in collaboration with non-financial risk team, ensuring timely and proper escalation and remediation of incidents
• Maintain HSBC Internal Control standards and promote a culture of risk excellence whereby all staff are responsible for ensuring the effectiveness of the controls that are in place to manage the risks in the processes and activities that they undertake in their day-to-day role
• Rigorous adherence to all controls & checklists. Analysis of errors through cross-operational discussion groups.
• Participate in client service calls, benchmarking calls, scorecard reviews as needed.

What you will need to succeed in the role:

1 Excellent Communication

2. Presentation Skills

3. Ability to lead and Manage

4. Team player with good influencing and negotiating skills

Continual changing and increased demands from clients in relation to new or tighter Service Levels as well as new Market requirements. The securities market is very volatile and dynamic. For the job holder, such changes pose as a challenge to the way staff and workflow is planned and organized. Review is constantly required to respond effectively to these changes.

Effective relationship management holds the key in the face of “communication” of the custody service offering.

The job holder also has to liaise closely with the AVP Client Services and Onshore Partners to support our clients, and key stakeholders, delivering a committed and professional service at all times. The job holder also needs to provide guidance and direction to the Client Services team and HSS management team.

Maintains HSBC internal control standards, including timely implementation of internal and external audit points together with any issues raised by external regulators.

Understands, follows and demonstrates compliance with all relevant internal and external rules, regulations and procedures that apply to the conduct of the business in which the jobholder is involved, specifically Internal Controls and any Compliance policy including, inter alia, the Group Compliance policy.

What additional skills will be good to have

1. Self-motivated

2. Resourceful

3. Positive Attitude

4. Ability to Multi-task

The role requires clear and confident communications skills both written and verbal, and needs to show a high level of understanding of their clients’ local activity when discussing with their clients directly as well as internal Senior Management at HSBC