Job Description

Job description

Business: GC HK Client Services

Open positions: 1

Role Title: Manager Client Services

Global Career Band: 6

Location (Country / City ): Malaysia / Kuala Lumpur

Recruiter Name : Nana Nasrudin

Why join us?

Global Custody Client Services function is an asset servicing function mainly providing support to clients in their day-to-day enquiries. As a global custodian, Client Services team is responsible to iindependently works with large and complex clients to resolve the most critical and complex day-to-day issues and direct them to appropriate department at HSBC. Client Services function includes the handling of all client inquiries, concerns and complaints in a professional manner.as well as collaborating with the relevant departments to better address client needs and providing regular updates to higher management .Client Services function may resolve atypical or highly complex issues and also serves as subject matter experts on specific projects and resolution of client issues.

The Opportunity:

\xc2\xb7 To investigate and respond to enquiries from various parties including Clients, Fund Services CS, Sub- Custodian, Settlements and Corporate Actions Processing teams under the Global Custody Business. The team are also responsible to send various reports to clients.

\xc2\xb7 Monitoring \xe2\x80\x98Service Quality\xe2\x80\x99 of the team to ensure high Customer Service Standards and drive rigorous customer centric quality Campaigns/initiatives to increase Quality awareness in the team. Recognize, reward and set high internal service excellence benchmarks to ensure customer satisfaction.

\xc2\xb7 Problem situations are proactively identified, resolved and escalated to give maximum customer satisfaction. Appropriate measures are taken to improve quality and prevent recurrence.

\xc2\xb7 Customer issues are handled sensitively and receive full consideration. Situations are resolved effectively retaining goodwill of customer and customers are kept fully informed of progress

What you\xe2\x80\x99ll do:

\xc2\xb7 Excellent knowledge of global custody and securities services industry

\xc2\xb7 Proven ability in managing and developing staff

\xc2\xb7 Team player with good influencing and negotiating skills

\xc2\xb7 Ability to work in a pressurized environment and manage individual and team priorities effectively

\xc2\xb7 Ability to apply innovative solutions to resolving client demands

\xc2\xb7 Excellent communication skills

\xc2\xb7 Excellent standard of written documentation

\xc2\xb7 Self-motivated, enthusiastic and proven rapid learning capabilities

\xc2\xb7 Effectively drive and manage change to achieve business goals. (eg: process improvements/changes in procedures)

\xc2\xb7 Lead by example through service excellence and driving Quality initiatives for improved customer satisfaction.

\xc2\xb7 Motivate and develop team members to meet business objectives.

\xc2\xb7 Create robust team environment where skills and knowledge is shared to achieve team and business goals.

\xc2\xb7 Brief team members regularly and ensure that they are made aware of individual/department performance targets and achievements.

\xc2\xb7 Knowledge and experience is shared with team members, providing assistance on referred/technical issues.

\xc2\xb7 Progress reviews on performance are undertaken within agreed timescales. Advice and guidance is given in a constructive manner

Requirements

What you will need to succeed in the role:

Knowledge

\xc2\xb7 A post-graduate diploma or degree in any discipline. Higher qualification not a bar provided aspirations commensurate with the position or related years of experience

Experience

\xc2\xb7 At least 5-7 years\xe2\x80\x99 experience in management position with exposure to appraisals, counseling, team building, staff development and settlements knowledge

\xc2\xb7 Experience in a processing, settlements, payments and corporate actions environment.

Skills

\xc2\xb7 Candidates with Settlements and/or Corporate Actions knowledge will have added advantage.

\xc2\xb7 Strong leadership skills evidenced by achievement of objectives together with a track record of development of individuals with strong organization and planning skills along with the ability to handle capacity and MI reporting.

\xc2\xb7 Ability to build and maintain relations with business units and continuously give feedback by stringent follow up on service level agreements.

\xc2\xb7 Evidence of strong analytical, statistical and data mining skills to study trends, make projections and to interpret numeric information. Evidence of strong operational decision making and be able to provide analytical support to the teams.

\xc2\xb7 Experience of successfully managing and developing a team in a previous role.

\xc2\xb7 Evidence of process management skills with an ability to initiate process improvements.

What additional skills will be good to have?

• Ability to provide extraordinary service through phone interactions with customers, focusing on resolving their requests the first (where applicable) with an efficient, accurate, professional and courteous manner to create customer loyalty.
• Able to defuse irate customers and resolve challenging enquiries utilizing negotiation/objection handling skills while the following guidelines in an effort to satisfy the customer.
• Has full knowledge of features, benefits and procedures for all portfolios and takes initiative for reviewing daily updates and implementing changes with minimal supervision.

You\xe2\x80\x99ll achieve more at HSBC

HSBC is an equal opportunity employer committed to building a culture where all employees are valued, respected and opinions count. We take pride in providing a workplace that fosters continuous professional development, flexible working and, opportunities to grow within an inclusive and diverse environment. We encourage applications from all suitably qualified persons irrespective of, but not limited to, their gender or genetic information, sexual orientation, ethnicity, religion, social status, medical care leave requirements, political affiliation, people with disabilities, color, national origin, veteran status, etc., We consider all applications based on merit and suitability to the role.

Personal data held by the Bank relating to employment applications will be used in accordance with our Privacy Statement, which is available on our website.

*** Issued By HSBC Electronic Data Processing (Malaysia) Sdn Bhd

HSBC