Head of Client Services - Global Service Centres (Philippines and Malaysia)

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. HSBC is one of the largest banking and financial services organisations in the world, with operations in 62 countries and territories. We aim to be where the growth is, enabling businesses to thrive and economies to prosper, and, ultimately, helping people to fulfill their hopes and realise their ambitions. We are currently seeking an experienced professional to join our team in the role of Head of Client Services - Global Service Centres (Philippines and Malaysia).

Markets & Securities Services is a significant part of the HBSC Global Banking & Markets division. Within Markets & Securities Services, Securities Services provides industry leading securities services to corporate and institutional clients worldwide. Client Service is a key differential feature within the highly competitive custody industry and it is therefore imperative that the highest levels of customer experience 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.

Principal Responsibilities:

• This role is responsible for delivering a seamless relationship across Securities Services Europe for our existing clients, focusing on “putting clients at the centre of everything we do” in the designated country, region and globally.
• This role will function as Head of Client Services for the off shore centres, managing teams in multiple locations, providing clients with quality and timely feedback in a professional manner to their queries and concerns, and address their escalations, to ensure high service levels in line with client expectations and HSBC best practices.
• Manage the off shore Business As Usual Client Services function in multiple locations through effective planning and resourcing to deliver quality service to our clients.
• Establish the strategic direction of the client service function in the regions and align to the global client management strategy.
• Ensure we respond to our clients’ queries efficiently and promptly.
• Develop and monitor appropriate MI to ensure quality service delivery and to identify areas of improvement.
• Lead the Securities Services Client Services team in Europe to deliver best in class client services, ensuring alignment with Securities Services strategic objectives for clients and the regions.

Job Requirements:

• Proven ability to deliver job requirements with maximum accuracy, precision, and effective time management.
• Excellent understanding of the Custody products and regulatory requirements in Europe.
• 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 joint Securities Services and client business plans.
• Demonstrated experience in leading people and developing effective and diverse teams and delivering results in an effective manner.
• Organised with systemic approach to project execution and issue resolution.

You’ll achieve more when you join HSBC.

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.