Manager - Client Services

Sub-Custody - Securities Services:

We’re seeking an experienced professional to join the Sub-Custody team within HSBC Securities Services.

Principal Responsibilities:

• Provide clear, accurate and timely responses to client queries, identifying and addressing the underlying issue at the outset.
• Ensure all written and verbal communications are consistent, unambiguous and aligned with HSBC standards, reducing the risk of misinterpretation, service concerns or compensation claims.
• Respond to client requests within agreed turnaround times (TATs), whether by email or telephone.
• Develop and maintain a detailed understanding of HSBC’s internal procedures, systems and client-specific service requirements.
• Support projects and initiatives with cross-functional impact, including:
• Standing instruction reviews
• Client transaction and market query response
• Other operational improvement initiatives
• Stay current with market developments, regulatory requirements and internal procedures relevant to investment options available to foreign investors. This includes reviewing applicable policies (FIMs and DIMs) and attending Topic Champion presentations.
• Monitor queries from allocated clients within the relevant area of functional expertise and identify opportunities to improve service delivery.
• Work with the Client Service team, and Client Services Manager to ensure client feedback is communicated effectively to the relevant operations teams and acted upon.
• Contribute to formal discussions and service reviews between the Client Services Manager and operations teams.
• Maintain accurate productivity and efficiency data, identifying non-value-added activities and implementing agreed actions to streamline processes.
• Complete all required Anti-Money Laundering and Sanctions training, including any post-course assessments.
• Demonstrate ownership, sound judgement and a strong focus on delivering high-quality client service.

Qualifications and Experience:

Eligibility Criteria:

• Employees must have completed at least 12 months in their current role to be eligible for a level transfer or promotion.

Essential and Preferred Requirements:

• Graduate from a recognised university.
• Minimum three to four years of relevant experience, preferably within custody, securities services, financial services or client operations.
• Working knowledge of HSBC processes and systems is preferred.
• Minimum performance rating of “Good” and behavioural rating of “Strong”, where applicable.
• Demonstrates HSBC Values by being Open, Dependable and Connected, and acts with courageous integrity at all times.
• Strong written and verbal communication skills, with the ability to explain complex operational matters clearly.
• Good organisational skills and the ability to manage competing priorities while meeting agreed deadlines.
• A proactive approach to identifying service improvements and resolving client issues.
• Pro Tip: Familiarity with AI-enabled tools is an advantage.

Additional Notes:

Mandatory to successfully complete Anti-Money Laundering and Sanctions training and post-course assessment, as required.

As an employee, you are required to perform your duties in a professional capacity exercising independent judgement, discretion and decision-making authority in planning, organising, directing work, supervising and appraising the work of team members, as applicable; and taking accountability for delivery outcomes. You will represent the organization with relevant internal and external stakeholders. You will allocate and prioritize work, provide direction and feedback, manage team capacity and leave in line with policy as applicable.