COO Client Management, Securities Services

HSBC Holdings plc; Greater London; On-site; GBP 140,000 - 190,000; Full time

Job summary

HSBC Holdings plc is recruiting for a Director, Client Management Chief Operating Officer within Securities Services. You will be the strategic operating partner to the Global Head of Client Management, shaping operating models and transformation to deliver a globally consistent, commercially disciplined client franchise.

You will translate client and business strategy into measurable execution across segmentation, coverage capacity, financial performance, service quality, data, technology and

Qualifications

• Significant senior leadership experience in Securities Services or closely related financial services.
• Proven experience as COO, business manager, transformation leader or strategy/execution lead.
• Deep understanding of client needs and the securities services value chain.
• Strong commercial/financial capability across P&L, pricing, cost-to-serve and investments.

Responsibilities

• Co‑create the global Client Management strategy and develop a multi‑year roadmap and annual plan.
• Own the Client Management performance framework across revenue, profitability and service quality.
• Coordinate business reporting and management information for senior stakeholders.
• Oversee financial, headcount and non-permanent resource planning to align capacity with client value.
• Define global client segmentation and coverage-capacity methodology for allocation of resources.
• Embed client planning, governance and opportunity management across regions and products.
• Shape the global target operating model including mandates and interfaces across functions.
• Direct the Client Management transformation portfolio and streamline journeys (onboarding, planning, governance, renewals).
• Own the data and technology roadmap for Client Management including CRM, analytics and AI-enabled tools.
• Establish first-line governance and risk coordination covering conduct, regulatory and data risks.

Skills

Senior leadership

Strategic operating partner

COO experience

Global matrix organisation

Stakeholder influence

Job description

Ready to shape how global Client Management operates across Securities Services?

Why HSBC

HSBC is one of the largest banking and financial services organisations in the world. Guided by our purpose of opening up a world of opportunity, our ambition is to become the world’s most trusted bank globally, putting customers at the heart of everything we do.

The Role

As Director, Client Management Chief Operating Officer within Securities Services you’ll act as the strategic operating partner to the Global Head of Client Management. You’ll shape the operating model and transformation agenda that builds a globally consistent, commercially disciplined and future‑ready client franchise. This role turns client and business strategy into measurable execution across segmentation, coverage capacity, financial performance, service quality, data, technology, risk, conduct and workforce priorities. You’ll operate in a complex regulated global environment with significant exposure to senior business leaders, clients and strategic partners. Success means clear standards and decision‑ready insight across the function, stronger commercial performance and improved client outcomes delivered through disciplined governance and transformation.

What you’ll be doing

• Co‑create the global Client Management strategy and convert it into a multi‑year roadmap, annual plan, investment priorities and clear accountabilities
• Own the Client Management performance framework across revenue, returns, profitability, cost‑to‑serve, pipeline conversion, retention, experience, service quality, risk and productivity aligned with Product COOs
• Coordinate business reporting and management information for senior stakeholders, keeping it accurate, timely, consistent and decision‑ready
• Oversee financial, headcount and non‑permanent resource planning to align capacity and investment to client value, priorities and agreed cost envelopes
• Define the global client segmentation and coverage‑capacity methodology to set coverage models and resource allocation using value, potential, complexity, service intensity and risk
• Embed consistent client planning, account governance and opportunity management across regions and products, integrating pipeline, service, profitability and risk information
• Shape the global target operating model including mandates, decision rights, hand‑offs, service catalogues and interfaces across Product, Operations, Technology, Markets, Risk, Finance and regions
• Direct the Client Management transformation portfolio and simplify core journeys including onboarding, client planning, service governance, issue escalation, fee oversight, renewals and off‑boarding
• Own the data and technology roadmap for Client Management including CRM, workflow, process mining, analytics, portals, APIs and AI‑enabled tools
• Establish effective first‑line governance and risk coordination covering conduct, financial crime, pricing and fees, data, technology, outsourcing, resilience and cross‑border risks

What we’re looking for

• Significant senior leadership experience in Securities Services, transaction banking, markets infrastructure, asset servicing, custody, fund administration or a closely related institutional financial‑services business
• Proven experience operating as a COO, business manager, transformation leader or strategy and execution lead in a complex regulated global matrix organisation
• Deep understanding of institutional client needs and the Securities Services value chain including custody, clearing and settlement, fund services, issuer services, data and post‑trade operations
• Demonstrated commercial and financial capability across P&L management, client profitability, pricing, cost‑to‑serve, investment appraisal, benefits realisation and workforce planning
• Proven ability to design and implement global operating models, governance, management information and performance systems across products, regions and functions
• Working knowledge of evolving technology and market infrastructure including APIs, cloud‑enabled services, data platforms, AI and machine learning, tokenisation, distributed ledgers, cyber and operational resilience
• Strong first‑line risk and control experience across conduct, financial crime, regulatory, data, technology, operational, third‑party and change risks
• Experience influencing and securing decisions across senior stakeholders, simplifying complex topics and progressing outcomes without relying on formal authority

Shaping Client Management Execution

This is a rare opportunity to set how a global Client Management organisation runs – from commercial discipline and performance routines to data, technology and transformation priorities. The role sits at the centre of strategy execution and day‑to‑day operating rhythm, with the mandate to simplify client journeys and strengthen governance and controls. You’ll work across products and regions to improve share of wallet, service quality and decision‑making using consistent frameworks and insight. If you want to help build a future‑ready institutional client franchise as the industry evolves this role offers the scope and visibility to make it happen.