- The role will be critical to the SSv growth strategy by creating and leading a team that is capable and focussed on delivering, consistently an industry-recognised, best in class account management proposition
- A fully 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 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.
- Instills 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.
- Demonstrable quality track record as a team-player and mentor with the capacity to lead a client account management team and positively contribute to the global Client Management function. Requirements
- Sound understanding of commercial and contractual drivers and contribution to AOP and business performance.
- Proven ability to adapt to the changing demands of the industry, clients, and internal stakeholders.
- Proven capacity to operate across a complex organization collaboratively, whilst ensuring that the agreed client/HSBC agenda is effectively managed.
- 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
- Client facing with excellent communication and presentation skills, including an ability to lead and manage executive-level meetings
- Extensive years of experience of client management experience demonstrating excellent communication and presentation skills, an ability to influence strategic priorities and to successfully effect change
- Demonstrable knowledge and experience of client management and/or other senior leadership experience including forging and maintaining C-suite relationships
- Detailed understanding of commercial and contractual drivers and contribution to AOP and business performance
- Track record of owning, maintaining, and growing a client sector / team across securities services products
- Proven ability to adapt to the changing demands of the industry, clients and other stakeholders
- Proven capacity to effectively and proactively navigate a complex organisation collaboratively at executive level
- 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.
- 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
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Team Lead, Client Account Management – Securities Services - Hong Kong, 香港 - HSBC
描述
Some careers have more impact than others.
If you're looking for a career where you can make a real impression, join HSBC and discover how valued you'll be. 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 caliber professional to join our team as Team Lead, Client Account Management – Securities Services.
Role purpose
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.
In addition to overseeing and maintaining the highest levels of service as a core SSv relationship foundation, the account management team will identify and deliver key differentiators to clients. This will include the utilisation of data and new technology, the multiple products and services that complement the SSv offering within the Group and leveraging SSv' extensive proprietary network - people and market influence.
Therefore, a key part of the role will be to ensure the team, service model and wider organisation evolve to deliver on the client needs 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.
Additionally, the department will embrace and embed commercial discipline and awareness, and to effectively support Client Executives on the overall relationship management and on new and cross sale initiatives.
The regional head will liaise closely with the local/regional and global teams to identify and implement client management best practise.
The role will ensure an effective governance/operating framework is in place for all clients and proactively partnering with key stakeholders including business heads from SSv, MSS Operations and the wider HSBC GBM teams, as applicable.
Accountabilities for Business, Customers and Stakeholders
Leadership & Teamwork
Functional Knowledge
Experience
Others – Values & Behavior
Hong Kong的Team Lead, Client Account Management – Securities Services从业者
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Xianglin Li
香港大学金融硕士
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Leung Ting Duncan Lau
Property and Hospitality Management Professional