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 independently 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:

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

• Excellent knowledge of global custody and securities services industry.
• Proven ability in managing and developing staff.
• Team player with good influencing and negotiating skills.
• Ability to work in a pressurized environment and manage individual and team priorities effectively.
• Ability to apply innovative solutions to resolving client demands.
• Excellent communication skills.
• Excellent standard of written documentation.
• Self-motivated, enthusiastic and proven rapid learning capabilities.
• Effectively drive and manage change to achieve business goals. (eg: process improvements/changes in procedures).
• Lead by example through service excellence and driving Quality initiatives for improved customer satisfaction.
• Motivate and develop team members to meet business objectives.
• Create robust team environment where skills and knowledge is shared to achieve team and business goals.
• Brief team members regularly and ensure that they are made aware of individual/department performance targets and achievements.
• Knowledge and experience is shared with team members, providing assistance on referred/technical issues.
• 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

• 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

• At least 5-7 years\xe2\x80\x99 experience in management position with exposure to appraisals, counseling, team building, staff development and settlements knowledge.
• Experience in a processing, settlements, payments and corporate actions environment.

Skills

• Candidates with Settlements and/or Corporate Actions knowledge will have added advantage.
• 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.
• Ability to build and maintain relations with business units and continuously give feedback by stringent follow up on service level agreements.
• 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.
• Experience of successfully managing and developing a team in a previous role.
• 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.

HSBC