Client Engagement and Services Manager

HSBC Holdings plc; Hong Kong Island; On-site; HKD 420,000 - 720,000; Full time

Job summary

HSBC Holdings plc in Hong Kong seeks a Client Engagement and Services Manager to drive market engagement propositions and coordinate client events, staff activities, and process improvements. You will collaborate with Front Office, Marketing and COO teams to deliver impactful initiatives and enhance client and staff experience.

The role requires strong communication, stakeholder management and bilingual abilities (English/Cantonese), with proficiency in Excel and PowerPoint.

Qualifications

• Bachelor degree in Business Administration, Finance, Accounting or relevant disciplines.
• Solid experience in sales / client management, campaign delivery, strategy formulation and administrative support, or a similar role in a professional services or regulated environment.
• Strong communication, interpersonal and stakeholder management skills, with proven ability to prepare and deliver business presentations.
• Fluency in English and Cantonese, able to read and write English and Chinese.
• Proficiency in Microsoft Excel and PowerPoint.

Responsibilities

• Develop and drive client engagement proposition for the market, aligning to business priorities and client needs.
• Work closely with front office and marketing teams, and respective stakeholders to plan and deliver client engagement activities, including but not limited to event coordination, client outreach execution, budget planning and cost monitoring, and post-event follow-up where necessary.
• Partner with Front Office to collate insights and recommend enhancements on client engagement initiatives.
• Launch and coordinate market specific initiatives, such as client events, awareness sessions and festive greetings etc.
• Own and coordinate staff engagement activities end-to-end to strengthen culture and connectivity of staff.
• End-to-end coordination on logistics, communications, and stakeholder inputs to ensure smooth execution of staff engagement initiatives.
• Gather feedback and insights from colleagues to improve engagement approaches and support team effectiveness.
• Support markets in driving process improvement initiatives to ensure efficient delivery of client services and consistent service excellence.
• Map current processes and identify pain points from key stakeholders, and propose and implement changes.
• Partner with key partnering teams (e.g. COO teams, Product partners, Risk Stewards etc.) to implement changes and manage project timelines.

Skills

Sales / client management

Campaign delivery

Strategy formulation

Administrative support

Stakeholder management

Education

Bachelor degree in Business Administration, Finance, Accounting or relevant disciplines

Tools

Microsoft Excel

PowerPoint

Job description

We are currently seeking a high calibre professional to join our team as a Client Engagement and Services Manager.

In this role you will:

Client Engagement Proposition & Market Initiatives

• Develop and drive client engagement proposition for the market, aligning to business priorities and client needs
• Work closely with front office and marketing teams, and respective stakeholders to plan and deliver client engagement activities, including but not limited to event coordination, client outreach execution, budget planning and cost monitoring, and post-event follow-up where necessary
• Partner with Front Office to collate insights and recommend enhancements on client engagement initiatives
• Launch and coordinate market specific initiatives, such as client events, awareness sessions and festive greetings etc.

Staff Engagement

• Own and coordinate staff engagement activities end-to-end to strengthen culture and connectivity of staff
• End-to-end coordination on logistics, communications, and stakeholder inputs to ensure smooth execution of staff engagement initiatives
• Gather feedback and insights from colleagues to improve engagement approaches and support team effectiveness

Process Improvement & Service Excellence

• Support markets in driving process improvement initiatives to ensure efficient delivery of client services and consistent service excellence
• Map current processes and identify pain points from key stakeholders, and propose and implement changes
• Partner with key partnering teams (e.g. COO teams, Product partners, Risk Stewards etc.) to implement changes and manage project timelines

To be successful you will need:

• Bachelor degree in Business Administration, Finance, Accounting or relevant disciplines
• Solid experience in sales / client management, campaign delivery, strategy formulation and administrative support, or a similar role in a professional services or regulated environment
• Strong communication, interpersonal and stakeholder management skills, with proven ability to prepare and deliver business presentations
• Fluency in English and Cantonese, able to read and write English and Chinese
• Proficiency in Microsoft Excel and PowerPoint