Client Manager

HSBC Holdings plc; Bengaluru; On-site; INR 1,200,000 - 1,500,000; Full time

Job summary

HSBC Holdings plc is seeking a Client Manager in Bengaluru to manage end-to-end client onboarding, ensuring regulatory compliance and a positive client experience. You will coordinate with multiple teams to streamline processes and address client needs.

The role requires 5+ years in banking with onboarding experience, strong communication, and the ability to manage complex client scenarios efficiently. Onsite role in Bengaluru with growth opportunities.

Qualifications

• Graduate in any discipline; banking/Onboarding exposure preferred
• Strong communication and interpersonal skills essential
• Proactive problem solver with good organizational abilities
• Understanding of KYC/AML regulatory requirements is a plus

Responsibilities

• Lead seamless onboarding for client portfolios and ensure timely delivery.
• Act as primary contact for clients during onboarding and manage expectations.
• Provide training to clients on bank systems and services.
• Ensure compliance with KYC/AML and regulatory standards across processes.
• Monitor onboarding KPIs (TAT, SLA adherence) and improve pipeline health.

Skills

Client onboarding

Communication skills

Interpersonal skills

Problem solving

Organizational skills

Delivery focus

Adaptability

Proactive attitude

Ownership

Team player

Education

Graduate in any discipline

Tools

MS Office

Banking platforms

Job description

Job title: Client Manager

• This role is part of Onboarding and Servicing within CIB Client Services (CIB) within CIB COO. The function is accountable for ensuring that HSBC consistently provides exceptional service to its clients. The CIB Value Stream oversees all "Change" and "Run" delivery across its Sub Value Streams, including Onboarding, CDD/KYC, Servicing, Credit Analysis Unit (CAU), Issuer Services Operations (ISV Ops), Exits, and Regulatory Business Support. The Value Stream comprises a multidisciplinary team from Business, Technology, DBS Operations, Transformation, and Risk and Compliance, supporting two of HSBC's business lines: the HSBC Global Commercial Bank (CMB) and the HSBC Global Banking & Markets (GBM).
• CIB is a globally aligned function supporting GBM/CMB wide businesses and all elements of the client lifecycle including onboarding (from point of agreement to on-board through to ability to trade) and servicing. The Servicing teams support account maintenance services for RM and clients as part of onboarding and ongoing relationship maintenance and GTS client services.
• The role of Onboarding Manager forms part of NTB & RBS teams supporting either of the activities. The role holder is required to manage their portfolio of clients or activities. Client Onboarding Manager in investment banking is responsible for managing the complex process of integrating new clients into the bank’s services while ensuring compliance with regulatory standards, enhancing the client experience, and streamlining operational efficiency.

Governance and Committee Memberships (membership of ExCos, Risk Management Meeting)

• None

In this role, you will:

Principal Accountabilities and Responsibilities (e.g., for Business, Customers and Stakeholders; internal control environment, etc.)

• Individual is responsible to ensure seamless and timely onboarding of their portfolio and overall accountability in capacity of individual contributor role. Where target dates are unachievable, this be clearly, quickly called out and client expectations are met or reset appropriately.
• Foster strong relationships with new clients by ensuring their onboarding experience is positive and efficient. Set the stage for long-term client engagement and satisfaction.
• Act as the primary point of contact for new clients during the onboarding process. Provide clear communication, address client queries, and manage expectations to ensure a smooth and positive experience.
• Provide training and support to clients on using the bank’s systems, services, and tools. Ensure they understand how to navigate the investment banking services they have signed up for.
• Ensure that all onboarding activities adhere to regulatory requirements and internal policies. This includes conducting thorough Know Your Customer (KYC) and Anti-Money Laundering (AML) checks, verifying documentation, and ensuring all legal and compliance aspects are addressed.
• Accountable for delivery of Onboarding against key KRI which include TAT, include TAT, SLA Adherence, overall health of the pipeline and any other associated attributes within the thresholds defined, for the Onboarding cases assigned
• The role is intended to operate with strong Functional and Technical expert, wider understanding of financials/markets/sector and clientele types such as Institutional Clients/Financial Institutions/Corporate Clients to make the business and organization successful
• In this dynamic changing landscape of Financial Industry, adapt and be agile to the overall changes within in regulatory, other industry wide onboarding best practice. Ensure understanding & implementation of these quickly & effectively
• Interpret regulatory/policy changes and oversee applicability of the same to their Book of work/Portfolios. Ability to establish action points arising out of the same and incorporate the impact within laid down procedures
• Engage with the various Partner teams effectively that aids seamless exchange and delivery of information
• Be able to assess and prioritize their work independently
• Be a quick learner and perform case reviews as process quality checker
• Anticipate escalations’ prone scenarios and manage them proactively. Additionally, use such learnings as an important input to further enhance governance and controls within the process
• Engage with key Onshore Stakeholders, Relationship Managers, Sales and Clients throughout the onboarding journey
• Ensure adherence to the Mandatory learning schedules to constantly upskill, imbibe future fit skills, drive their timely completion and demonstration of its applicability in on-job to enhance and drive Client and staff experience
• Continuously evaluate and improve the onboarding process by challenging status quo. Identify areas for enhancement to streamline operations, reduce onboarding time, reduce costs, and enhance the client experience.
• Answer, address, and facilitate queries related to regulatory adherence and classification from RMs, CMs, clients and other stakeholders and accommodate data and reporting requirements from time to time.

Leadership & Teamwork

• Be an active team player and emulate behaviors and has good Client inclination and relationship skills
• Interacting with other teams to replicate best practices across sites
• Collaborate with various departments such as Legal, Credits, ASM, and KYC Operations to facilitate a seamless onboarding experience. Ensure that all stakeholders are aligned and that client needs are met efficiently.
• Support line manager in key process initiatives and represent process in cross functional meetings or new projects

To be successful you will:

Functional Knowledge - E- Essential D- Desired

• Graduate in any discipline (E)
• Work experience of 5 years in Banking, Preferably in Client onboarding experience in investment banking space (E)
• Knowledge of client Onboarding essential and Flexibility to work in different shift timings including NIGHT Shifts
• High energy, be pro-active, extremely positive, a problem solver, and an owner of issues (E)
• Good organizational, planning and management skills (E)
• Needs to be a decisive person with a flair to independently navigate through complex Client situations and strive for excellent under these circumstances too (E)
• Proven knowledge as process quality checker and strong understanding of quality assurance (D)
• A delivery-focused mind set (E)
• Excellent communication skills, both written and verbal.
• Strong interpersonal skills who will need to be in constant communication with other HSBC units (E)
• Consistent feedback and guidance to interested parties regarding requests is necessary for adequate pipeline management.
• and to increase group communication to minimize pipeline bottlenecks and other obstructions. (E)
• Good interpersonal skills with the ability to build, maintain global and regional relationships at all levels of the organization (E)
• Good attention to detail with a keen eye to problem solving (E)
• Ability to work well under pressure with high degree of accuracy (E)
• Good understanding of MS office and proven skills on banking platforms (D).
• Analytical skills to help make important decisions by reading available data and using their references (E)
• Must have a clear understanding of HSBC Values (E)
• Good commercial and financial management ability with a proven track record and experience in a shared service model. (D)
• Good overall knowledge of the Client interface / onboarding and associated processes within an investment bank (D)

Hsbc.com/careers

You’ll achieve more at HSBC

HSBC is an equal opportunity employer committed to building a culture where all employees are valued, respected and opinions count. We take pride in providing a workplace that fosters continuous professional development, flexible working and, opportunities to grow within an inclusive and diverse environment. We encourage applications from all suitably qualified persons irrespective of, but not limited to, their gender or genetic information, sexual orientation, ethnicity, religion, social status, medical care leave requirements, political affiliation, people with disabilities, color, national origin, veteran status, etc., We consider all applications based on merit and suitability to the role.

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