19 Jun

Client Executive Management Jobs Vacancy at Hsbc London

Client Executive Management
London ENG
19 Jun, 2018 30+ days ago

Hsbc London urgently required following position for Client Executive Management. Please read this job advertisement carefully before apply. There are some qualifications, experience and skills requirement that the employers require. Does your career history fit these requirements? Ensure you understand the role you are applying for and that it is suited to your skills and qualifications.

Follow the online directions, complete all the necessary fields, and provide all relevant information so your application is submitted correctly. When you click the 'Apply this Job' button (open in new window) you will be taken to the online application form. Here you will be asked to provide personal and contact details, respond to employment-related questions, and show how you meet the key selection criteria.

Client Executive Management Jobs Vacancy at Hsbc London Jobs Details:

Role Title: Client Executive, Client Management
Business: Operations
New or Existing Role? New
Grade: GCB4

Role Purpose
· HSBC Securities Services (HSS), provides industry leading global custody and investment services to corporate and institutional clients worldwide. The purpose of the role is to manage and communicate the service expectations of clients as delivered by HSS, to create high levels of client satisfaction through the execution of service excellence across all HSS products and to oversee the delivery of all operational services in UK and across multiple HSS locations and service components, irrespective of geographic location.
· The primary purpose of the role is to ensure that an effective client management strategy is adhered to in UK, with the end result being a fully reference-able client base. However, the role is not limited to the service delivery aspect of client management. This role is also aimed at accountability for revenue retention and growth from new business, incremental business and cross selling HSBC products for the assigned client base.
· In addition, relationship management of industry participants will be a key focus, and the role will require interaction with our marketing function to ensure market messaging is understood, and industry events are planned in conjunction with the sales and business development and product functions.
· In summary, the role will be responsible for the implementation, retention, and growth of the allocated HSS UK client base and will be both internal and external focused, with stakeholder management across operational areas a key requirement.

Key Accountabilities
  • Coordinate and maintain client retention efforts for all clients in UK in tandem with product management, service delivery and sales managers to ensure high client satisfaction and a reference-able client base.
  • Build relationship with client key decision makers and directors and other industry influencers
  • Client Executives will act as the primarily HSS advocate within the Client’s organisation and as the Client’s advocate within all aspects of the HSS organisation and business. Many of the HSS teams including Client Management are virtual spread over multiple geographical locations making the role of the single Client advocate within HSS key.
  • Sponsor all new business approval submissions for the assigned client base and be accountable for all deal management, pipeline reporting and business approval processes and procedures. Maintain assigned client base/sector development dashboard against AOP plans.
  • Ensure proactive management of issues across all products and jurisdictions by directing the resources assigned to the client in each service component or jurisdiction.
  • Sponsor service improvement opportunities and prioritise change management agenda across the business for assigned clients and support agreed service and change management oversight programs as part of the relationship governance model agreed with assigned client(s).
  • Establish agreed governance framework and meeting schedules to deliver strong senior client engagement and maintain full compliance with internal controls e.g. co-ordinate completion of annual Business Risk Reviews.
  • The role holder will ensure the HSBC values are present in everything we do, both individually and as an organisation. This will be achieved by consistently displaying the behaviours of:
  • Client knowledge, client focus, and stakeholder mapping skills
· Being a positive, helpful and driving team player
· Dependable and do the right thing
· Open to different ideas and cultures
· Connected to customers, communities, regulators and each other.

Impact on Business
  • Key role for the delivery of a cohesive service to our clients and their investors.
  • Instrumental role in protecting, defending and growing existing client franchise
  • Operate as the face of the organisation to our clients with respect to our overall service delivery.
  • Role incorporates client take-on, management of client expectations against KPI’s
  • Provide input to scope and position HSS to respond to strategic clients’ current and future securities services’ needs.
  • Key stakeholder in validation of end-to-end operating model.
  • Negotiate financial terms for existing and repeat business for the assigned client base.
  • Assist in the development of cross sell strategy for product presentation within existing client base.
  • Review client profitability and develop strategy to meet CIR targets.
  • Manage client participation in relevant industry surveys.
  • Sell repeat business into existing clients by ensuring that clients’ needs are understood and met and by understanding the future direction of a clients’ business so that service provision is pro-actively adjusted to accommodate change.

Impact on the Business Typical KPIs and Targets (these are examples)

  • Client service RAG status
  • Smooth client on-boarding
  • High client satisfaction ratings (incl surveys) and reference-able clients
  • Project implementation RAG status
  • Operating models in place for all clients

Customers / Stakeholders
  • To develop deep and mutually respectful relationships with senior representatives of the Client, Service Delivery, Sales and Product communities.
  • Active engagement of the HSS senior management and executives across the wider Client stakeholder base. Ensuring all stakeholder remain updated and briefed on all key client activities and seeking senior management sponsorship for Client initiatives as appropriate.
  • To share and leverage best practice and knowledge across regional Client Management teams.
  • Maintain and enhance the reputation of HSS UK through a new effective client management model.
  • Ensure that all services provided to clients are appropriately positioned and executed.
  • Ensure the timely completion of new business documentation and appropriate presentation of same at the various committees.
  • Ensure each product area is made aware of any operational impact of new business pipeline.
  • Ensure professional approach undertaken by team members for all client pitches and client meetings leaving positive impression on all internal and external parties.
  • Undertake regular internal reporting for allocated clients, highlighting service trends and efficiency initiatives.
  • Implement coherent service management framework for assigned client base and communicate same to all stakeholders.
  • Coordinate and manage due diligence visits from clients and investors.

Customer / Stakeholders typical KPIs and Targets (these are examples)

  • Retention & protection of existing client base and income.
  • Drive change to completion
  • Cultivate team environment within client function & across business lines within business development & the company.
  • Comprehensive MI delivered to stakeholders.

Management of Risk
· Responsible for the continual assessment of operational risks associated with the role and inherent in the business, taking account of changing economic or market conditions, legal and regulatory requirements, operating procedures and practices, management restructuring and the impact of new technology.
· Demonstrates compliance with HSBC Bank plc Group standards, manuals and policies and adheres to the defined work practices, internal controls and risk management standards associated with the role

Observation of Internal Controls
· Maintains HSBC internal control standards, including the timely implementation of internal and external audit points together with any issues raised by external regulators.
· Understands, follows and demonstrates compliance with all relevant internal and external rules, regulations and procedures that apply to the conduct of the business activities associated with the role, specifically HSBC Bank plc internal controls and compliance policies and manuals (FIM).
  • Audit points and issues for client management and business implementation to be progressed and closed in a timely and appropriate manner
  • No ‘High Risk’ Recommendations outstanding beyond 90 days of the Audit.
  • Collation of all relevant due diligence if required.
  • All Procedures for the team appropriately documented, reviewed and adhered to


  • Detailed knowledge and experience of client account management or senior operational leadership experience.
  • Fully proficient in understanding the regulations that drive the securities services arena and in particular those that govern client management.
  • Ability to demonstrate high levels of industry knowledge.
  • Client facing, with ability to interface and interact with both strong communication and presentation skills, and with a good commercial understanding.
  • Proven ability to demonstrate flexibility to adapt to the changing demands of the industry, clients and internal stakeholders.
  • Demonstrable quality track record as a proven team-player with the capacity to positively contribute to the current and future state client management function within HSS Ireland.
  • Proven capacity to operate across a complex collaboratively, whilst ensuring that the agreed client/HSBC agenda is effectively managed.
  • Strong communication and presentation skills
  • Sound understanding of controls, risk management (product and market) and mitigation techniques.

Within HSBC certain roles are designated as Enhanced Vetting Roles. For these roles, all internal and external applicants are required (subject to local laws), to pass satisfactorily a series of additional checks both as part of the application process and, if successfully recruited into the Enhanced Vetting role, on an on-going basis. The Group reserves its position with regard to any steps which it may take in relation to any material adverse findings which arise either when the checks are first carried out as part of this recruitment exercise, and/or if relevant, on an ongoing basis.
This role has been designated as an Enhanced Vetting Role.

For more information about the relevant additional checks for this role please contact the hiring manager.

We are an equal opportunity employer and are committed to creating a diverse environment.

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