Job Description

Job description

Some careers grow faster than others.

If you\xe2\x80\x99re looking for a career that will give you plenty of opportunities to develop, join HSBC and your future will be rich with potential. 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.

HSBC Global Banking and Markets is an emerging markets-led, financing-focused business that provides investment and financial solutions. Through our international network, we connect emerging and mature markets, covering key growth areas. We partner with our corporate, government and institutional clients to help them achieve consistent, long-term performance. Our products and services include advisory, financing, prime services, research and analysis, securities services, trading and sales and transaction banking.

We are currently seeking a high calibre professional to join our team as a Head - Client Services.

Job Profile

The profile of Head \xe2\x80\x93 Client Services for ASEAN is responsible for leading the Cusody service proposition, combined across Global Custody (GC) and Direct Custody and Clearing (DCC), in this region. The role involves managing a team of 20+ staff including Client Services Managers (CSMs), the Client Onboarding and Implementation teams and overseeing all the client facing activities from a service and operational standpoint for Custody across all the markets within ASEAN. The ASEAN region is at the front and center of HSBC\xe2\x80\x99s \xe2\x80\x98Asia First\xe2\x80\x99 strategy and there is a lot of growth and business momentum. The region has a large and diverse client base including some of the Top Tier clients across the INV and BBD segments that require a sustained amount of service support as part of the overall SSV offering. The role of Head CS is therefore an important one in order to ensure that we maintain top quality service for our clients and protect our business. The role requires an in-depth understanding of the multiple areas within the Custody/SSV function and to work cohesively with clients and multiple internal stakeholders both in-country and regional. Strong client handling skills are vital as the role requires engaging with senior level contact points on the client side to manage complex and critical situations and to help the clients successfully navigate the various market for all their operational and service needs. Strong presentation, written and verbal communication skills are a key requirement for this role.

Key Role Objectives:

• Directly managing the Custody Client Services team in Singapore and overseeing the teams spread across Malaysia, Indonesia, Thailand, Vietnam through effective planning and resourcing
• Manage and execute Client Services\' strategy and operating model within the remit of the role in order to deliver service excellence and drive a client-centric culture
• Ensure client retention through consistently top quality service and by ensuring that client\xe2\x80\x99s needs relative to the market are met through proactive engagement and solutioning
• Streamline processes in conjunction with operations to build client and internal efficiency; introduce client related KPIs and service metrics as applicable
• Acts as an escalation point for client issues or incidents and ensure successful resolution by working closely with the relevant stakeholders
• Provide guidance and thought leadership to the team, share updated polices, guidelines and ensure compliance to all internal and external policies
• Clearly articulate and disseminate functional priorities to the team members and to work towards achieving the stated objectives
• Be the go-to person for all client related aspects and act as a conduit between clients and core operations for delivering key outcomes
• Work closely with stakeholders and external participants (i.e. regulator, exchange etc) on managing the onboarding and registration desk with a strong thrust on regulatory adherance and service quality

Management of Risk

• Responsible for the continual assessment of operational risks associated with the role and inherent in the business, taking account of changing economic or market conditions, legal and regulatory requirements, operating procedures and practices, management restructuring and the impact of new technology
• Demonstrates compliance with HSBC standards, manuals and policies and adheres to the defined work practices, internal controls and risk management standards associated with the role

Observations of Internal Controls

• Maintains HSBC internal control standards, including the 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 activities associated with the role, specifically HSBC Bank plc internal controls and compliance policies and manuals

Requirements

Knowledge & Experience / Qualifications

• 15+ years relevant experience in the Custody / Securities Services business
• Excellent understanding of the Custody products and regulatory requirements in Singapore and the wider ASEAN region
• Ability to stay abreast of market changes and work with internal stakeholders to amend / formulate new operations process
• Previous management experience and experience in service or operational process management required
• Experience with contributing towards and delivering client and operational strategies and transformation programs in a fast paced environment
• Demonstrated experience in leading people and developing effective and diverse teams and delivering results in an effective manner
• Ability to challenge status quo and identify improvement opportunities
• Excellent verbal and visual presentation skills
• Ability to identify, work with the relevant internal stake holders to manage and mitigate risk effectively
• Strong problem solving capability, able to multi-task well under pressure and in times of ambiguity Organised with systemic approach to programme execution
• Mentor new or junior level staff to deliver on operations processes

To be considered for this role, the relevant rights to work in Singapore is required.

You\xe2\x80\x99ll achieve more when you join HSBC.
http://www.hsbc.com/careers

HSBC is committed to building a culture where all employees are valued, respected and opinions count. We take pride in providing a workplace that fosters continuous professional development, flexible working and opportunities to grow within an inclusive and diverse environment. Personal data held by the Bank relating to employment applications will be used in accordance with our Privacy Statement, which is available on our website.

Issued by The Hongkong and Shanghai Banking Corporation Limited.

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