- To maintain the highest level of customer service to DCC institutional clients via initiative-taking relationship management
- Manage and execute Client Services' strategy and operating model within the remit of the role to deliver service excellence and drive a client-centric culture
- To manage the clients' expectation effectively with sound technical knowledge of the securities markets and the ability to coordinate with various departments within the bank
- 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 solutioning
- Ensuring operational issues are resolved and queries are responded quickly
- Regular review of client SLAs, while anticipating the impact of market developments and timely communication of these to the clients
- Conduct Service Support client due diligence visits by preparing and presenting DCC HK
- Identifying customer requirements and internal requirements. Working with management and internal stakeholders to develop optimum technological solutions
- Managing relationships with senior -level client contacts and other stakeholders
- Ensures adherence to the SSv client governance and oversight model for assigned client base, including client due diligence, service reviews etc
- Effectively manages and works collaboratively staff on 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
- Participate in industry meetings as deemed relevant and collaborate with product & operational teams on thought leadership
- Prepare timely news broadcast to keep clients informed of the latest regulatory changes and market developments
- Role models best practice ways of working, building collaborative relationships and proactively identifying opportunities to improve operational effectiveness across the client coverage model
- Contributes on projects in wider Client Management / Securities Services function, as required Requirements
- University degree preferable
- Minimum of 10 years' experience of client management or similar client facing roles
- Proven ability to adapt to the changing demands of the industry, clients, and other stakeholders
- Proven capacity to effectively and navigate a complex organisation collaboratively at senior level
- Strong client servicing skills and ability to provide speedy enquiry resolution
- Relevant experience in the Direct custody and clearing / banking or securities industry
- An awareness of the market regulations and practices
- Strong people skills and able to work independently and an ability to review processes to streamline
- Strong leadership, management, and collaborator
- Strong client relationship management skills
- Creative thinker with strong process re-engineering and operational skills
- Collaborate with customers and internal stakeholders to find product solutions
- Familiar with industry and market regulations to provide guidance
- Partner with sales and business co-workers to support new and incremental business
Associate Director - Hong Kong, 香港 - HSBC
描述
Some careers open more doors than others.
If you're looking for a career that will unlock new opportunities, join HSBC and experience the possibilities. Whether you want a career that could take you to the top, or simply take you in an exciting new direction, HSBC offers opportunities, support and rewards that will take you further.
Securities Services provides robust and reliable solutions that enhance performance and mitigate risk, today and in the future. Working with institutional investors, banks, insurance companies, governments and multinational corporations, Securities Services offers a range of fund administration, global custody, sub-custody and clearing, and corporate trust and loan agency services.
We are currently seeking a high calibre professional to join our team as an Associate Director - Senior Client Service Manager – Direct Custody & Clearing Hong Kong.
Principal Responsibilities