Investor Services Senior Client Change Manager

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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 **Investor Services Senior Client Change Manager, Securities Services.**

**Principal Responsibilities**

The Client Change Management team provide dedicated support to key clients in response to Client Initiated Change Requests. The Senior Manager role will be accountable for the prioritisation, planning and delivery a body of client changes for his/her assigned HSS clients, as well as the management of the team members.

The role holder will:

- Ensure pro-active management of client change request delivery. This will require direct liaison and co-ordination with the Client and internal HSBC teams: Sector Product, Sales & Client Management teams, DB&S Platform teams, Testing, PMO and Operations
- Ensure a holistic view of all change requests for the client is understood and managed across the different teams within Design, Build and Support, Client Management and Service Delivery
- Deliver consistency and efficiencies in MI reporting, internal reporting, prioritisation of inbound change as well as the on-going tracking and management of progress, risks, assumptions, issues, dependencies, costs, and key meetings
- The role holder may have specific relationship management responsibility for key Clients (where capacity allows)
- Lead/support departmental initiatives for Product Delivery Asia, and Global Product Delivery

Key Responsibilities:

- Provide support for client throughout the delivery of client change requests and ensure progress/issues are clearly communicated to the client
- Plan and control the change request delivery process using agile approaches, across internal HSS teams
- Manage and ensure consistent approach for the change request process across platforms
- Facilitate the client change process from identification, requirements gathering, impact assessment, prioritization support, implementation planning and monitoring
- Produce and track key Change MI and KPIs across all within the CCM team, reporting regularly and accurately, both to clients and for internal status updates / risk management purposes
- Ensure consistent governance within the CCM team, via standard regular reporting, financial control, RAID management, stakeholder management, resource management and other applicable robust controls throughout the change request management cycle
- Collaborate with our clients and internal teams to ensure that changes being delivered are fit for purpose and ready for adoption into production
- Build key relationships with internal HSS stakeholders, ensuring that CCM team is aware of the forward load/roadmap and have the necessary plans in place to assist with delivery of these within the agreed parameters of the project
- Evolve and improve change request processes and refine the approaches, methods and tools used to deliver change to clients in an efficient and cost effective manner
- Ensure compliance with all relevant internal instructions (FIMs, GSMs, circulars), internal control standards and external regulatory requirements, including the management of operational risk and adherence to the Group’s standards of ethical behaviour
- Challenge where best practice/behaviour is not evident, so that the team continues to improve and reduce/eliminate errors
- Maintain an awareness of topical market initiatives and in particular changes to legislation in Financial Services

**Requirements**:
**Requirements**:

- Experience in the delivery of projects utilising Agile techniques and understanding of product delivery in practice
- Experience of leading teams, supporting team development, capability uplift and performance management
- Able to demonstrate ability to build relationships with C-Suite/ Senior stakeholders and networks across the business
- Experience managing external clients and stakeholder in including regulators
- Familiarity with project management approaches, tools and phases of the project lifecycle
- Experience of benefits identification, modelling and management techniques
- Strong business requirements management and testing awareness
- Financial Services experience, ideally in a Fund Administration, Transfer Agency or Investment Management field, with a proven experience and und