Associate Director, Account Management

Functional Description:

As part of the world’s leading international bank, HSBC 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, HSBC Securities Services offers a range of fund administration, global custody, sub-custody and clearing, and corporate trust and loan agency services.

People Responsibility: N

Reports To: Team Head, SVP Account Management

Role Purpose

This role is created for support the consistent application and on-going delivery of account management to SSVs’ strategically important client base, across SSV products with substantial market experience.

The primary purpose of the role will be to ensure that we deliver a service proposition that recognizes and adapts to changing client requirements as automation and digitization reduce reliance on operational interaction day to day, and clients seek to extract additional, long-term value from their service providers.

Job Contents

1. Client retention: Work in tandem with Client Executives, Client Service Management, Product and Operations to ensure high levels of client satisfaction and a reference-able client base.
2. Create and maintain detailed client plans that effectively map the organizational structure and key contact points in the assigned clients.
3. Proactive management of non-operational queries, issues and escalations across all products and jurisdictions
4. Conduct and manage service reviews and support ongoing client due diligence of HSBC.
5. Management of commercial operations including implementation of fee schedules, aged debtor management, maintenance of key commercial and service level agreements.
6. Client relationship and internal stakeholder management.
7. Establish/adhere to an agreed governance framework and meeting schedules to deliver strong senior client engagement and maintain full compliance with internal controls.
8. Understand client operating model, partnering with internal teams to manage client change requests and driving operating model improvements. 
9. Capture, advocate and drive service improvement opportunities and prioritize change management agendas across the business.
10. Management of client improvement plans.
11. Articulation and application of Product roadmap to clients and inputting client feedback, insights and issues for future developments
12. Promote client adoption of digital tools and support client to co-service model.
13. In case of clients where there is no Client Executive assigned, actively perform the activities of the client lead.

Qualification Requirement

1. Experiences in Securities Services, client management, business implementation/change, business development and/or senior operational leadership experience
2. Client facing with excellent communication and presentation skills, including an ability to lead and manage meetings.
3. Track record in maintaining and retaining client relationships across securities services products with an ability to help execute departmental strategy.
4. Understanding of core commercial and contractual drivers and business performance.
5. Proven ability to adapt to the changing demands of the industry, clients and internal stakeholders.
6. Proven capacity to operate across a complex organization collaboratively, whilst ensuring that the agreed client/HSBC agenda is effectively managed.
7. Demonstrable quality track record as a team-player with the capacity to positively contribute to the department strategy.
8. Fully proficient in understanding the regulations that drive the securities services arena and in particular those that govern client management.
9. Sound understanding of controls, risk management (product and market) and mitigation techniques.

License Requirement 

Nil