Client Service Manager

-Job description

**Why join us?**

Client Services is the first point of contact of Global Custody clients for their day to day concerns. This is the place where your expertise in various functions of Global Custody is essential and will continue to be developed. Likewise, capabilities such as critical thinking, networking, stakeholder management and client centricity are key strengths that will be needed and enhanced. You will gain a profound understanding of our business and liaise with senior leaders and decision-makers as you help clients navigate HSBC’s various service offerings.

**The Opportunity**:
Work with a team of Client Service representatives to ensure 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. Promote & implement a positive working environment.

**What you’ll do**:
**Impact on the Business/Function** [COMPLETE 3-4 AREAS]
- Potential exposure to reputational damage as GC HK manages large value assets & high revenue generating clients.
- Approx. 8,000 client queries received per month. Queries directed to CST can arrive from External Clients, Business Partners, Internal Operations, and Agents & Counterparties.
- Ensure all Regulatory updates are communicated to the Team & applied appropriately to the Process. Failure to follow any Regulatory update correctly could result in a Regulatory Breach / Internal Audit finding or Client issue.

**Customers / Stakeholders** [COMPLETE 3-4 AREAS]
- High attention to detail needed at all times and ability to understands client’s behaviors and provide appropriate improvements based on market changes
- Manage & build relationships with Internal & External clients, Sub-Custodians, Agents & Counterparties.
- Process productivity and quality targets are set, monitored and achieved to ensure optimum resource utilisation and achievement of business objectives and customer SLA’s.
- Monitoring ‘Service Quality’ of the team to ensure high Customer Service Standards and drive rigorous customer centric quality Campaigns/initiatives to increase Quality awareness in the team. Recognize, reward and set high internal service excellence benchmarks to ensure customer satisfaction.
- Analysis of External Client issue & their past behavior style.
- Proactively enagage with all direct & indirect contacts.
- All KPIs, accuracy targets and SLAs are met.
- Average volume of approx. 8,000 Client queries per month.
- Conduct regular team meetings & sharing of best practice Client experience.

**Leadership & Teamwork** [COMPLETE 3-4 AREAS]
- Drive multiple initiatives & lead the team through efficiency projects. Suggest improvements to the Team & the Business where possible
- Knowledge and experience is shared with team members, providing assistance on referred/technical issues.
- Build key relationships with Internal Operational Departments. Aim is to deliver a high level of service to External clients.
- Ability to liaise with various GC teams and business partners in a structured professional manner for resolution of aging enquiries and open items in issue logs at all times while ensuring timely updates to the business.
- Actively conduct team-huddles for knowledge sharing and managing mini-projects e.g. client communication by self and team members
- Instigate and contribute to team meetings while documenting the minutes and listing open and closed actions with target dates.
- Ensure back up/ sufficient coverage during holidays, and attend training courses on contingency / business continuity.
- Lead by example through delivery of training sessions & best practice sharing.
- Contribute to business initiatives/projects.
- Deputize for line manager, in meetings, as required.

**Operational Effectiveness & Control** [COMPLETE 3-4 AREAS]
- Prevent any operational losses by establishing methods and check points to scrutinize exceptions/errors and to prevent potentially fraudulent situations.
- Ensure daily operational efficiency by overseeing and close monitoring of the operational processes and workflow, market specific requirements/procedures and performance of various systems in securities processing.
- Review Contingency requirements on a periodic basis and invoke relevant business recovery measures as necessary. Carry out effective Operational Risk Assessment by monitoring and implementing risk mitigating plans.
- Ensure all Market / Regulatory & Product updates have been fully communicated & implemented to the Team.
- Rigorous adherence to all controls & checklists. Analysis of errors through cross-operational discussion groups.
- Monitor team output / Internal & External Client feedback
- Deliver regular BCP tests & react appropriately to the results.
- Direct