Global Head of Client Lifecycle Management, Global Private Banking

-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.

We help customers to take care of their day-to-day finances and to manage, protect and grow their wealth. Our international network and breadth of expertise enable us to support individuals, families, business owners, investors and entrepreneurs around the world.

We are currently seeking a high calibre professional to join our team as **Global Head of Client Lifecycle Management, Global Private Banking.**

**Role Purpose**

Reporting to the Chief Operating Officer (COO) of Global Private Banking & Wealth and Premier Solutions (GPB & WPS), the Global Head of Client Lifecycle Management (CLM) is responsible for ensuring a global consistent delivery of a first-class journey across all stages of the clients’ lifecycle, whilst maintaining the highest of standards with respect to adherence to policy and procedure, with a particular focus on managing financial crime risk.

As an important first line of defense (1LoD) unit, the Global CLM Team is accountable for ensuring GPB is compliant with regulations, policy and procedures pertaining to Know Your Customer (KYC) and Customer Due Diligence (CDD), in the context of a leading Global Private Banking business with more than $500Bn in Assets Under Management

The role holder is tasked with leading the Global CLM Team in driving continuous improvement of the CDD process, to enhance risk management, efficiency, quality and client experience in supporting GPB’s strategic growth ambitions. To achieve this, the role holder will work closely with regional and market COOs, the Chief Control Office (CCO) and regional/market CLM teams as well as second line of defense (2LoD) functions (e.g. Compliance, Risk, etc.) to design and implement enhancements to systems, operating model and the overall process.

The role can be based in Hong Kong, Singapore, London or Geneva.

The role holder will be a member of the Global Private Banking & Wealth & Premier Solutions COO Leadership Team.

**Principal Responsibilities**:

- Ownership of the GPB CDD Process, including operating model, oversight of CDD systems, drive initiatives to enhance the current process and drive improvements in CDD quality
- Setting the strategy and direction of Global CLM Team in consultation with relevant stakeholders, including the COO of GPB & WPS
- Lead transformation activities with respect to the CDD process, including understanding how wider Global CDD transformation activity impacts GPB. Leading and managing the Global CLM Team in driving efficiency, quality and client experience in the CDD Process through close partnership (e.g. advisory, improvements, quality assurance, etc.) with the market CLM teams
- Ensuring all regulations, policy and procedures with respect to KYC and CDD are met in order to effectively manage financial crime risk
- Prioritise deliverables of the Global CLM Team to ensure a high-performing team and efficient use of resources
- Implementing and managing CLM governance framework, and ensure risks and issues are escalated to global, regional and country stakeholders
- Accountable for ensuring the relevant global key performance metrics are reporting within appetite, or where this is not the case a clear path to green is in place and the underlying root cause is clearly understood
- Working with market CLM teams and other stakeholders to continuously identify and implement improvements in operational processes and systems to drive simplification, alignment, efficiency and controls across all stages of the client lifecycle (onboarding, maintenance & servicing, exit management, etc.) while ensuring optimal client experience through all touch points
- Working with market CLM teams and other stakeholders to resolve all identified issues promptly, and resolve concerns in co-ordination with senior stakeholders as appropriate
- Managing changes that are required to be made to CDD systems in order to meet regulatory, policy and procedural requirements as they evolve
- Overseeing, tracking and reporting to the GPB Executive Committee, GPB & WPB COO Leadership Team and other relevant stakeholders to all agreed timelines to issues raised by internal business assurance, audit, internal and external auditors and regulators
- Implement a robust succession and talent management process for the Global CLM Team

**Management of Risk**

The role holder will be responsible for:

- Actively owning, improving and managing the CDD risk and control framework by partnering with the CCO teams as well as second line of defense functions
- Ensuring that changes to regulations, policy and procedures are reflected in the CDD process, inc