Manager - Client Services

HSBC; Mumbai; On-site; INR 800,000 - 1,200,000; Full time

Job summary

HSBC Securities Services in Mumbai is seeking an experienced professional to join the Sub Custody team. You will ensure accurate client communications, maintain data quality, and support process improvements across KYC, standing instructions, data changes, and client agreements.

You will work closely with Client Services and Operations, adhere to TATs, stay updated on HSBC procedures, and contribute to AML training and the delivery of reliable fund administration and custody services to

Qualifications

• Graduate from a recognized university with three to four years of relevant experience.
• Working knowledge of HSBC processes and systems preferred.
• Minimum Performance Rating of ‘Good’ and Behavioral Rating of ‘Strong’.
• Should display HSBC Values of ‘Open’, ‘Dependable’, ‘Connected’ and act with courageous integrity at all times.

Responsibilities

• Preemptively address core issues in client queries and maintain quality of written and oral communication.
• Ensure responses are consistent and unambiguous to prevent misinterpretation and potential charges.
• Adhere to agreed Turnaround Times (TATs) when responding via email or phone.
• Have intimate knowledge of HSBC procedures and client-specific customizations to respond appropriately.
• Work on projects with pan-CSV impact such as standing instructions review and KYC evergreen updates.
• Stay updated with market and internal procedures related to investment options for foreign investors.

Skills

Communication skills

Customer service

HSBC processes

KYC/AML awareness

Data monitoring

Process improvement

Team collaboration

Education

Bachelor's degree

Tools

HSBC systems

AI-enabled tools familiarity

Job description

Some careers open more doors than others.

If you’re looking for a career that will unlock new opportunities, join HSBC and experience the possibilities. Whether you want a career that could take you to the top, or simply take you in an exciting new direction, HSBC offers opportunities, support and rewards that will take you further.

HSBC Securities Services

Securities Services provides robust and reliable solutions that enhance performance and mitigate risk, today and in the future. Working with institutional investors, banks, insurance companies, governments and multinational corporations, Securities Services offers a range of fund administration, global custody, sub-custody and clearing, and corporate trust and loan agency services

We are currently seeking an experienced professional to join the Sub Custody team in HSS.

Securities Services provides robust and reliable solutions that enhance performance and mitigate risk, today and in the future. Working with institutional investors, banks, insurance companies, governments and multinational corporations, Securities Services offers a range of fund administration, global custody, sub-custody and clearing, and corporate trust and loan agency services.

• The incumbent ensures quality of written and oral communication by preempting avoidable queries and addressing the core issue (which may not always be apparent from the query) at the outset.
• Communication, either as responses to client queries or as self-generated emails to clients, needs to be consistent and unambiguous to prevent chances of misinterpretation that can expose the bank to charges of poor service, compensation claims, etc.
• The incumbent has to adhere to the agreed TATs while responding via email or telephone.
• The incumbent has to have intimate knowledge of internal HSBC procedures and the customization committed to one’s set of allocated clients so that each client’s queries are responded to appropriately.
• The incumbent may also need to work upon projects identified from time to time that have a pan CSV impact such as standing instructions review, KYC evergreening & updation, static data changes, client agreements reviews etc
• It is critical that the incumbent remains updated with all market and internal procedures related to the multitude of investment options available to foreign investors by reading the FIM, DIM, and attending Topic Champion presentations
• The incumbent closely monitors client queries from one’s set of allocated clients in one’s area of functional specialization and identifies areas of improvement in our service delivery; which should be driven jointly with the respective Associate VP Client Services and Client Services Manager such that the respective operations area receives and acts on feedback.
• The incumbent contributes to all formal interactions between the Client Services Manager and the respective operations area
• The incumbent regularly maintains data to track productivity and efficiency. He/she works with his/her Client Services Manager to identify non-value-added activities, and implements agreed action steps to minimize such activities.
• Successfully complete Anti-Money Laundering and Sanctions training and post-course assessment, as required.

Eligibility Criteria

• Employee needs to complete 12 months in their current role for a level transfer/promotion

Qualifications/Requirements:

• Graduate from recognized university with three to four years of relevant experience
• Working knowledge of HSBC processes and systems preferred
• Minimum Performance Rating of ‘Good’ and Behavioral Rating of ‘Strong’
• Should display HSBC Values of ‘Open’, ‘Dependable’, ‘Connected’ and act with courageous integrity at all times.

Note: Within HSBC certain roles are designated as Enhanced Vetting Roles. For these roles, all internal and external applicants are required, to pass satisfactorily a series of additional checks both as part of the application process and, if successfully recruited into the role, on an ongoing basis if they remain in such a role. 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.

Additional Note:

Mandatory to successfully complete Anti-Money Laundering and Sanctions training and post-course assessment, as required.

Familiarity with AI-enabled tools is an advantage.

As an employee, you are required to perform your duties in a professional capacity exercising independent judgement, discretion and decision-making authority in planning, organising, directing work, supervising and appraising the work of team members, as applicable; and taking accountability for delivery outcomes. You will represent the organization with relevant internal and external stakeholders. You will allocate and prioritize work, provide direction and feedback, manage team capacity and leave in line with policy as applicable

HSBC is 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.

Personal data held by the Bank relating to employment applications will be used in accordance with our Privacy Statement, which is available on our website.

Issued by The Hongkong and Shanghai Banking Corporation Limited, India