Head - Client Services, Asean - Global Banking and

-Job description

**Some careers grow faster than others.**

If you’re 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 - 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’s ‘Asia First’ 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’s 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