Client Service Manager

-Job description

**Some career choices have more impact than others**

At HSBC we exist with the purpose of **_Opening up a World of Opportunity_**. We use our unique expertise, capabilities, breadth and perspectives to provide opportunities for our customers and colleagues through global connectivity. We bring together the people, ideas and capital that nurture progress and growth, helping to create a better world - for our customers, our people, our investors, our communities and the planet we all share.

As an HSBC employee in Australia, you’ll have access to tailored professional development opportunities, competitive pay, an embedded flexible working culture and a range of employee benefits. These include market-leading subsidised private health cover, enhanced parental pay and support when returning to work, subsidised banking products and services, bonus leave days and wellness programmes including discounted gym memberships.

HSBC Securities Services (SSv) provides robust and reliable solutions that enhance performance and mitigate risk, today and for 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 services.

As the Client Service Manager you will be responsible for domestic and global assets, clients and market sectors, acting as the primary point of contact for external clients, managing and communicating their service expectations with our operational teams.

Working independently, you will use your high level of knowledge and experience across multiple markets of global and local Settlement Operations for Equity, Fixed Interest Debt and Institutional Managed Funds and associated Corporate Action event processing, to ensure a consistently high level of client service is provided. As such this role gives you the opportunity to work closely with your clients, understanding their business intimately on both a global and local basis, to effectively look after their more complex queries.

You will be joining the leading Securities Services provider in Australia in a role with a client management and servicing focus, gaining broad regional exposure in an exciting fast paced role, working with great clients and developing scope for international career opportunities with the global HSBC brand.

Your main responsibilities will include:

- Responsibility for the implementation, retention, and growth of the assigned SSv client base, with a focus on stakeholder management across internal operational areas.
- Answering complex service queries as a conduit between HSBC offshore operations across domestic and global assets, clients and markets across both global and direct custody and institutional funds management.
- Provision of regular market guidance to large regional clients, using off-shore operational centres.
- Ensuring New to Bank relationships or client activity required to be undertaken by HSBC is reviewed and agreed as per the relevant Business Acceptance Committee process.
- In-depth understanding of all client SLA, operating memorandum, tariffs, products, organizational structures and agreements.
- Analysis of data derived from various systems and reporting tool such as Q-track.
- Accountability and ownership of driving necessary process improvements, collaborating with and influencing key stakeholders to deliver expected client outcomes.
- Relationship management of industry participants will be a focus, requiring interaction with HSBC’s marketing function aligning market messaging and planning industry events in conjunction with the account management, sales, business development and product functions, drawing on strong global custody experience.
- Working closely with relevant risk stewards and assisting with the preparation and sending of relevant market and regulatory updates.
Requirements

To be successful in this role, you will need:

- A strong understanding of settlement flows, cycles, production and market infrastructure platforms spanning our Direct Custody, Global Custody and Fund Accounting business lines.
- Familiarity with multiple products ranging from Global Custody, Funds and Direct Custody, along with an understanding of the difference between each.
- Familiarity with multiple asset classes such as equities, fixed income, managed funds and unlisted securities, as well as corporate events.
Clear and confident written and verbal communication skills with the ability to deliver presentations and manage the completion of customer questionnaires.
- The ability to build and maintain strong relationships with clients and with external stakeholders, underpinned by a genuine customer service orientation.
- The ability to build and maintain strong relationships with internal stakeholders both locally and regionally ensuring the banks risk and control frameworks are adhered to in delivering good client outcomes.