quarta-feira, 24 de setembro de 2014

Head of Client Management


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


  • 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


 : Full-time 


 : 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

Manager, Official Languages

Official Languages/Aboriginal, Community, Cultural and Public Affairs
Reports To
Senior Manager, Official Languages

Number of Direct Reports

English: Required
French: Required
Spanish: Required
Portuguese: Desired

General Accountability
The focus for the Manager, Official Languages position   is to assist with the Official Languages program of the Toronto 2015   Pan/Parapan American Games. Working with the Senior Manager, Official   Languages, the incumbent will be assisting specifically Toronto 2015’s mandate   to engage the active participation of the francophone community across the   country. The incumbent will also liaise with Community Outreach Managers (francophone   and latino community engagement) and the Official Languages Manager.

The Official Languages function ensures that the   Official Languages strategy and policy are consistent with the requirements   of the Multi-Party Agreement (MPA), align with the goals of the organization   and its partners, and focus on delivering a great multi-lingual Games.

Key Job Responsibilities
  • Work with the TO2015 Francophone Forum (TFF), Community Outreach and Arts and Culture in engaging francophone and latino organizations to promote TO2015 initiatives/programs through TO2015 presentations, community tours/Pachi visits and other TO2015 created events.
  • Assist with creating /implementing initiatives in both the Spanish and francophone calendar – education, community, corporate sector, etc.
  • Present the Games and coordinate the list of presenters: TO2015 Official Languages Athletes Group, staff, TFF and other francophone or latino Advisory Councils members.
  •   Recognizing   Spanish is also an Official Language of the Games, collaborate on broad tri-lingual   efforts with Community Outreach Manager and Official Languages Manager.
  •   Work   with TO2015 Social Media in developing social media tactics for francophones   and delivering messaging with limited time   
Internal Contacts
  • All levels of staff and management within TO2015

External Contacts
  • TO2015 Francophone Forum and other TO2015 Advisory Councils
  • Francophone and Hispanic organizations: education groups, school      boards/schools/colleges/universities, community, corporate, elderly, youth,      etc.
  • Canadian Olympic Committee and Canadian Paralympic Committee
  • Consulates and Embassies from PASO Francophone countries  
  • Government partners: Municipal, Provincial and Federal
  • Other stakeholder groups (as determined)

Educational/Technical Requirements
Any combination of education and experience providing the required skills and knowledge for successful performance would qualify. Typical qualifications would be equivalent to:
  • Bachelor’s degree in a relevant focus area; preference given to Master’s prepared individuals
  • Substantive community relations experience developing and executing strategic /reactive programs
  • Strong networking, relationship-building, influencing and consensus building skills
  • Strong management and event coordination skills
  • Strong administrative capabilities
  • Excellent oral, written and verbal communication in French, English and Spanish

Personal Requirements
  • Superb interpersonal communications and facilitation skills including conflict resolution, consensus building and intuitive listening
  • Strong public speaking and presentation skills with experience engaging diverse groups
  • Familiarity with cultures of the Americas
  • Experience with Sports as well as Arts and Culture environments
  • High level of integrity and confidentiality
  • Highly resourceful, self-motivated, analytical problem solver
  • Ability to handle multitude of tasks on a number of projects within a limited timeframe
  • Strong attention to detail and accuracy
  • Ability to thrive in a fast-paced environment
  • Ability to work cooperatively with others in an interdisciplinary team
  • Ability to exercise discretion, judgment and confidentiality

TO2015 is committed to employment equity and encourages applications from Aboriginal people, people with disabilities, members of visible minority groups and women.

To apply: https://careers-english-to2015.icims.com/jobs/1476/manager%2c-official-languages/login