To direct, lead and manage a Client Service team in implementing the client service proposition that GLCM clients recognize as HSBC and GLCM’s commitment to the importance and value of the GLCM relationship. The person is also required to contribute to the establishment of the strategic direction for consistent delivery of top quality and market leading Client Service functions and the deployment of such as regional/global client service proposition to regional/global clients. Additionally, the end-to-end client fulfillment model is to be enhanced with internal initiatives and customer feedback. Deliver service in compliance with group and regulatory requirements.

Impact on the Business

Direct, lead and manage a team of Client Service Managers in implementing the client service proposition.

Customers / Stakeholders

Contribute to the establishment of the strategic direction for consistent delivery of top quality and market leading Client Service function.

Leadership & Teamwork

Further the Client end-to-end fulfillment model with internal initiatives and client feedback
Client Service talent retention and management
Promote an environment that supports diversity and reflects the HSBC brand.

Operational Effectiveness & Control

Lead in the harmonization of client service standard globally
Compliance of group policies and regulatory requirements
Ensure that all employees are aware of and effectively identify and manage applicable money laundering (ML), terrorist financing (TF), sanctions and reputational risks.
Complete other responsibilities, as assigned.

Major Challenges

Enhance our global position as the Global Cash Management bank by establishing a pioneer client implementation culture in terms of industry best practices, undisputed leadership, and consultative solution delivery.
In the face of the increasingly sophisticated client base and complex solutions (in terms of business processes, regulatory and technology), it is critical that the job holder to lead and drive a team of Client Service Managers to deliver solutions and services that meet client expectations, complies with external practices and regulations throughout the region (including tax and legal), captures the revenue for the Bank within the most efficient timeframe, strengthens the customer relationship and earns long-term credibility for capturing ongoing business opportunities. As the regulations and market conditions evolve very quickly, the person is required to provide professional advice and solve problems which are often non-precedent.
Given the existing competitive market landscape, the job-holder is required to keep up-to-date in terms of market trends and ever-changing customer’s needs. Additionally, the job holder is also required to evaluate and make business decisions on the priority, resource allocation in deriving strategic planning to leap flop the competitions.
In view of the increasing integration within the Client Management team, across GLCM functional units, the person will be required to demonstrate broad and effective stakeholder management across various parties. The job holder will pro-actively identify internal efficiency opportunities by initiating improvement process review, engaging the cross function / cross country teams with an aim to enhance customer experience, elevating customer recognition and satisfaction.

Role Context

HSBC Global Liquidity and Cash Management formally established as a global functional business in 1997, serves as a core service to CIB and CMB customers.
Client demand is increasingly focused on a complete bought solution, in which a post-sales client service, is being seen an integral and important component of the solution. Hence, a consistent delivery of a top quality and market leading customer service proposition, across the region and globally, is essential for the success in retaining client loyalty and forestalling client defection. In order to advance the service proposition, a regional change driver role must also be taken up to ensure all Client Service teams in the region all aligned for the same standard of service delivery.
Aligning with Group strategy, creating synergy with other country teams, and closely interacting with various internal (RMs, OSS, Operations, Legal, Tax, etc) and external (customers), global, regional and local stakeholders are important activities to be successful in the role.
While in the process of delivering to meet customers’ expectations, the person is required to ensure that the team operates within the parameters established by external regulators in the region, and is also subject to internal Group parameters. Therefore, a broad knowledge of the business environment and the banking and regulatory framework in Asia, as well as a strong working knowledge of HSBC's operations, systems, products and services in the region is required.

Observation of Internal Controls

Maintains HSBC internal control standards, including timely implementation of internal and external audit points together with any issues raised by external regulators.
The jobholder will adhere to and be able to demonstrate adherence to internal controls. This will be achieved by following relevant procedures, keeping appropriate records and, where appropriate, by the timely implementation of internal and external audit points, including issues raised by external regulators.
The jobholder will implement the Group compliance policy by containing compliance risk in liaison with Global Head of Compliance, Global Compliance Officer, Area Compliance Officer or Local Compliance Officer. The term ‘compliance’ embraces all relevant financial services laws, rules and codes with which the business has to comply.

Qualifications

Essential

At least 7 years working in GLCM and/or Commercial Banking
In-depth knowledge of industry standards related to all Cash Management products and services.
Experience with or knowledge of local regulatory requirements related to Anti-Money Laundering.
Good level of business acumen and commercial awareness, including economic, cultural, procedural and regulatory issues
Proven ability to deliver creative and flexible customer solutions.
Ability to understand a customers business and the fundamentals of running a business
Good level of business acumen and commercial awareness, including economic, cultural, procedural and regulatory issues
Ability to interact with business customers at all levels
Excellent interpersonal skills and ability to interact and build relationships with internal and external stakeholders
Excellent time management, planning and organisation skills
Excellent range of communication skills, including written, verbal, and the ability to deliver compelling presentations
Strong analytical, problem-solving, technical
Experience in driving team and individual performance to achieve customer and financial targets
Strong leadership and team motivational skills
Proven coaching and performance management skills
Experience of working in an International Global Banking environment
Broad based knowledge of HSBC Group companies
Bachelors degree in business, related field or equivalent work experience.