Head of Client Management

Description

 

Employment Type: Regular 

• The Banking Middle Office is responsible for global client onboarding, due diligence, and relationship servicing for clients of Global Banking & Markets both as a customer group and product provider.  It is an essential part of the Global Banking customer value proposition, complimenting Relationship Management to provide full-service support through the full client lifecycle.  The Banking Middle Office takes full account of cost, customer service, control and regulatory requirements to oversee delivery of high quality due-diligence and client service.  It aims for process excellence across each function (Credit due-diligence, Client Documentation Negotiation, KYC & Client Identification Due-Diligence, Client Data & Account Maintenance) delivering an integrated global service to clients.
• The Head of Client Management is responsible for hands-on management of the Client Management team within the Banking Middle Office in Canada.   Client Management provides client coverage for all new client onboardings, renewals, servicing, remediations, and exits.  Client Management also coordinates services for underlying functions (Credit, Documentation, and KYC) on behalf of the client from a combination of global functional teams, local Service Delivery teams, and third party suppliers.  The Head of Client Management ensures that the process, people, and technology are aligned to provide a high quality customer experience, while adhering to all policies, regulations and best practices.
• The role is intended to operate with a strong commercial focus ensuring tight alignment to the objectives of the business, delivering the right service at the right time and for the right price, while maintaining strict adherence to the firm’s control principals at all times.
• The role holder will be required to manage a significant number of relationships with both external clients and stakeholders across Global Banking, Global Markets, Service Delivery, Legal, Risk, Human Resources, and Product Heads.
• The Head of Client Management must manage day-to-day processing (“run the bank”) while also addressing the change initiatives related to the global and local regulatory environment.    The role will be accountable to deliver on local Banking business objectives and global Banking Middle Office objectives, which come together to deliver the overall business strategy for HSBC GBM.   While a global target operating model exists, the Banking Middle Office is new to Canada.  As such, the Country Head will be expected to drive a significant amount of foundational work:  hiring into the team, defining roles and responsibilities, establishing standards, documenting processes, and establishing process controls

Principal Accountabilities

• Delivery of Services - Responsibility for delivery of the full life cycle of client onboarding, due diligence, and servicing activity on behalf of the Global Banking & Markets business. Work closely with business stakeholders and Functional Heads to ensure that the service meets agreed standards of time, cost and quality.
• Governance – Accountable for formal governance of the Banking Middle office in country, and formal reporting to regional and global governance forums.
• Service Management – Oversee the measurement and improvement of services provided, collaborating with the regional Service Management team to measure, manage and improve the service proposition. Responsible for the end-to-end cost of Banking Middle Office functions, with a strong focus on continuous improvement cost-efficiency optimization.
• Manage within agreed headcount and budget
• Responsible for controlling operational risk across the Client Management functions, as first or second line of defense, ensuring compliance with all required components of the HSBC GBM Operational Risk framework, and ensuring that adequate procedures and controls are in place.
• Work with GBM to ensure that transformation plans align with the target operating model, support business objectives, and are achievable within the allocated resource availability.
• Work closely with the global management team in all aspects of client onboarding to ensure ever increasing standards of client diligence and customer service to both external clients and internal stakeholders.
• Manage the organizational, process, policy and technology change necessary to create a singular Banking Middle Office proposition from the legacy depts. that contribute resources to the establishment of the function.

Leadership & Teamwork

• The Head of Client Management is responsible for the day to day direction of resources spanning both onshore and the Global Service Centres and, as such, will have a significant contribution to team / staff performance management.
• Maintain fully open lines of communication – formal and informal - with key stakeholders
• Ensure the end-end Client Management strategy is clear and communicated to all staff involved in the region so that they are able to align their day-to-day tasks to the overall strategic direction.
• Represent the Client Management on key committees such as the HBCA and GBM Operational Risk & Internal Control Committees, Business Control Committees, and in Project Steering Committees as necessary.
• Create and develop a culture of meritocracy, high performance standards and high achievement amongst our people
• Maintain development plans, providing leadership, support, guidance and coaching to the Client Management team.
• Performance Management – ratings, calibration and pay and rewards   For the local functional managed staff this will be managed by the job holder, for the other functions where an entity management role exists given the jobholder is responsible for service delivery they will have a strong influence on pay, rewards and ratings

Operational Effectiveness & Control

• Expected to contribute to the HBCA and GBM Operational Risk & Internal Control Committees and Business Control Committees.
• Understand, follow and demonstrate compliance with all relevant internal and external rules, regulations and procedures that apply to the conduct of the business, specifically Internal Controls and any Compliance policy including, inter alia, the Group Compliance policy.
• Maintain HSBC Internal Control standards, including the timely implementation of internal and external audit points together with any issues raised by external regulators.
• Be aware of the Operational Risk scenario associated with your role and act in a manner that takes account of operational risk considerations.
• Responsible for onboarding risks and controls across the whole of GBM within country

Major Challenges

• Leading the move from a disparate client service across the multiple functions to a consistent and high quality, efficient, controlled and standardised service
• Significant run-the-bank country service expectations to be managed and continually improved.
• Substantial regulatory change agenda which impacts all sub-functions within the department, and applies to all geographies. The Head of Client Management must be familiar with all changing regulations, represent the function in multiple steering & working groups, and must ready the team to implement required changes.
• Management & oversight of financial crime due diligence is one of the most significant challenges the bank faces currently following the release of the PSI and deferred prosecution agreement.   The Client Management Head is instrumental in defining GBMs FCDD operating model and building the support capacity to effectively operationalise the required policy changes. This is a multi-year, multi stream programme of work.
• Data Quality is a recognised challenge, and this role will have to engage with the new Chief Data Officer organisation to play an active role in the Data Change programme within the country. Cross dependencies exist between the onboarding related work and client data maintenance, and these dependencies will need to be managed closely. Implementation of the Entity Reference Data System & the operational management of the data service
• Working across multiple jurisdictions and having the ability to maintain the standards and consistency of service while ensuring local requirements and regulation are met

Role Context

• Across Global Banking & Markets, all customer types managed by GB & all products provided by GM will be supported under this team from an onboarding, servicing, and due diligence perspective. This is a complex operating environment involving both global & local systems, regulations & priorities. The role holder will be expected to be an escalation point for anyone operating in onboarding, client management, KYC, client documentation, servicing, credit services, and client data services.

Management of Risk

• Maintain awareness of operational risk and minimize the likelihood of it occurring including its identification, assessment, mitigation and control, loss identification and reporting in accordance with section 4 of the Group Operations FIM.

Observation of Internal Controls 

• Maintain and observe HSBC internal control standards, implement and observe Group Compliance Policy, including the timely implementation of recommendations made by internal/external auditors and external regulators.  Foster a compliance culture and implement Group Compliance Policy by managing compliance risk in liaison with the Head of Group Compliance, Regional Compliance Officer, Area Compliance Officer or Local Compliance Officer, ensuring adequate compliance resources are in place and training are in place and training is provided, and optimizing relations with regulators

 

Qualifications

 

• 10+ years of experience in capital markets, banking operations, sales and relationship management or equivalent with a broker/dealer or diversified financial services organization.
• Undergraduate degree in Operations, Finance, Business, Engineering or equivalent.  
• Demonstrated ability to be pro-active and results-driven in an uncertain environment
• Exceptional  client facing (relationship) and leadership skills with the capability to develop the solutions driven, high energy characteristics necessary to support the Group’s businesses.
• Commitment and focus to delivery to meet the requirements of GBM 
• Excellent interpersonal skills with the ability to build and maintain global and regional relationships at all business levels.
• Good business and operational experience – good candidates are likely to have strong relationship management, Risk or operational skills and be change ‘friendly’.
• Strong strategic thinking skills and the capability to deliver a large change program whilst also managing an important, growing client facing ‘run the bank’ service.
• Solid planning and organizational skills, with a proven ability to prioritize competing demands and communicate this effectively.
• Strong leadership and management ability, with good employee motivation skills.
• Strong collaborative management skills with the many internal stakeholders.
• Experience of working in a highly-matrixed environment, and accustomed to bridging the gap between disparate organisations and cultures
• Possesses a very strong management or programme management and interpersonal skills.
• Excellent influencer and negotiator with good stakeholder management skills
• Proven ability to prioritise competing demands
• Exceptional organizational, planning and management skills
• Proven business and operational experience, with a strong client service record
• Able to articulate a challenging strategic vision and motivate people to achieve this, fluent in English and Portuguese.
• International experience, or experience of dealing with international resources

 

Job Field

 : Corporate Banking

Primary Location

 : North America-Canada-Ontario-Toronto

Schedule

 : Full-time 

Shift

 : Day Job

Job Posting

 : Sep 22, 2014, 2:24:37 PM 

Unposting Date

 : Oct 6, 2014, 11:59:00 PM

To apply: https://hsbc.taleo.net/careersection/application.jss?lang=en&type=1&csNo=2&portal=101430233&reqNo=293562&iniurl.src=JB-10502&isOnLogoutPage=true