AVP Account management - HSBC

About HSBC: HSBC Saudi Arabia provides investment banking services to the full spectrum of corporate and institutional clients in both the private and government sectors including public companies; private companies and establishments; funds; government agencies; and family businesses and offices.

Role Purpose: The role purpose will be to create a business oriented approach so as to further improve the service standards to meet the Asset Managers/Asset Owners sector clients expectations whilst maintaining reasonable risk control by ensuring that the process is robust staff skills are up to standard service level agreement are fully enforced and the projects are managed with high level of professionalism and on agreed schedule.

Principal Accountabilities: Key activities and decision making areas:

• Manage the Global custody account portfolios including the post sales activities and monitor the client Onboarding and registration and ensure proper documentation and filling is done in alignment with regulatory and compliance standards
• Coordinates with service Centres/ providers to ensure timely opening and setup of accounts and facilitate requests and services offered between the clients and the operations team/Service centres.
• Govern the overall Service quality of the in house service provider entities i.e. SSO and GC HUB based out of HK by regular engagement and documents review
• Handle all feedback/complaints from clients and escalate any serious issue to Department Head in a timely manner
• Provide returns/reports to clients on timely manner
• Ensure efficient operation of Global Custody function by closely working with client internal and external sections.
• Review and study Operating Memorandum before execution
• Reviews regular client contact to monitor ongoing level of satisfaction with services and aim to resolve any outstanding issues and address client feedback on service and operations
• Provides inputs to the team and Department Head on customer needs and trends in the market which are commercially viable in order to enable product enhancement thus catering to customer needs.
• Keeps uptodate on all the services and products the customers are utilising from the bank and issues requests etc. raised across any department of the bank in order to ensure awareness of the customer.

Customers / Stakeholders

• Maintain effective relationships with customers and manage their accounts in order to ensure business continuity and facilitate requests with internal teams and explain the financial services on offer to them.
• Act as main point of contact for clients in order to ensure appropriate servicing and effective resolution of issues.
• Holds regular meetings with clients and maintains ongoing dialogue with them to discuss their financial needs and introduce products and services in order to maximise portfolio revenues and to ensure that they are aware of all products/services relevant to their situation and credit analysis.
• Recommend tariff and ensure appropriate cost structure for Global Custody with dual purpose of profitability and competitiveness

Internal Stakeholders

• Maintain a direct connection with the Operations Service Delivery and Securities team to be able to facilitate requests by clients and ensure efficient and high quality of client service
• Support various teams in different departments within HSBC SA through providing client data documents and any requests related to the managed clients.
• Develops a close working relationship with all product partners in order to contribute to cross selling opportunities.
• Provides inputs to the Department Head on the client needs and trends in the market which are commercially viable in order to enable product enhancement thus catering to client needs.
• Partner and ensure constant communication with Service Centres through regular engagement and service reviews.
• Proactively manage the account streamlining process while ensuring internal controls & compliance are not compromised.

Experience / Qualifications:

• Bachelors degree in Business Administration Finance Banking or a related major field of study is required
• 5 years of relevant experience with at least 3 year in a similar role
• Experience in the Asset management industry within the region with a focus on Global Custody