Manager

HSBC Holdings plc; Kuala Lumpur; On-site; MYR 50,000 - 70,000; Full time

Job summary

HSBC Holdings plc in Client Service differentiates HSBC within the custody industry by delivering and maintaining exceptional service standards, strengthening client relationships, supporting business retention and contributing to winning new business. You’ll help build and protect MSS’s reputation for service excellence across its Custody and Banking product lines.

Through an outstanding client experience, continuous service improvement and strong institutional partnerships, you’ll contribute

Qualifications

• 3+ years of experience in Global Custody Operations (Settlements, Asset Servicing, Treasury or Cash) and/or Client Servicing or Account Management role.
• Excellent interpersonal and communication skills capable of building rapport with clients.
• Analytical skills to monitor and analyze client data, identify improvement opportunities.

Responsibilities

• Address day to day client queries by email or phone for Global Custody clients and resolve issues affecting settlements, payments, corporate actions or income entitlements.
• Collaborate with cross-functional teams to drive fast turnaround time and resolution for client exceptions.
• Provide feedback to Processing Teams to identify root causes and drive query reduction, ensuring KPIs and SLAs are met.
• Continually review data / client query logs to identify improvements / efficiencies.
• Act as a client advocate within HSBC to address client needs and concerns.
• Stay updated with industry changes and HSBC Global Custody offerings and share relevant information with clients.

Skills

Interpersonal communication

Analytical skills

Problem-solving

Attention to detail

Teamwork

Time management

Multitasking

Client servicing

Job description

Why join us?

Join us in Client Service, where you’ll play a vital role in differentiating HSBC within the highly competitive custody industry. By delivering and maintaining exceptional service standards, you’ll help strengthen client relationships, support business retention and contribute to winning new business.

You’ll also help build and protect MSS’s reputation for service excellence across its Custody and Banking product lines. Through an outstanding client experience, continuous service improvement and strong institutional partnerships, you’ll contribute directly to the profitability and growth of our client base.

This is an opportunity to make a meaningful impact by shaping a service model that not only supports existing clients but also attracts new ones

What you’ll do:

• Address day to day client queries received by email or phone call for clients contracted with Global Custody and drive quick and efficient resolution on transactional issues affecting settlement instructions, payments, corporate action or income related entitlement.
• Working together with cross-functional teams to drive fast turnaround time and resolution for client exceptions.
• Provide feedback to Processing Teams with the objective of looking at root cause of client issues to drive query reduction, ensuring that all key KPI’s and contractual service level agreement are met.
• Continually review data / external client query logs to evaluate where improvements / efficiencies can be made.
• Acting as a client advocate within HSBC to address client needs and concerns.
• Stay updated with the industry changes, and HSBC Global Custody Service Offering and share the relevant information with the clients upon request.

What you will need to succeed in the role

• 3+ years of experience in Global Custody Operations (Settlements, Asset Servicing, Treasury or Cash) and/or Client Servicing or Account Management role, demonstrating your ability to build and maintain strong client relationships.
• Excellent interpersonal and communication skills, with the ability to build rapport and trust with clients.
• Analytical skills for monitoring and analysing client data, exceptions, issues to identify thematic opportunities for improvement or risk mitigation.
• Strong problem-solving abilities to address client issues and concerns effectively.
• Detail-oriented with a focus on delivering high-quality service.
• Ability to work effectively in a team and cross-functional environment.
• Organizational and time management skills to handle multiple client accounts efficiently.
• Ability to multitask, prioritize and manage time effectively for efficient work.