AVP, Client Management - Global Custody Service Leader

Hsbc; Philippines; On-site; PHP 1,200,000 - 1,800,000; Full time

Job summary

HSBC Philippines is seeking an AVP - Client Management in Quezon City to lead client service in the custody business, ensuring impeccable service for institutional clients.

The role oversees teams across Manila and Kuala Lumpur, drives KPI-based service improvements, and ensures responsive handling of client queries with clear SLA/TAT targets. A strong background in settlements, asset servicing, or payments is essential.

Qualifications

• Experience in trade settlements, asset serving or payments.
• Excellent knowledge of global custody and securities services industry.
• Experience in both client facing and back office roles.
• Strong communication and time management skills.

Responsibilities

• Lead and manage a team across Manila and Kuala Lumpur responsible for responding to client transactional queries (asset services/ settlements/ cash).
• Manage capacity requirements and ensure work is delegated effectively.
• Participate in client service calls as needed.
• Monitor KPIs to drive client service and service quality improvements.
• Assist in year-on-year improvements on client service KPIs and feedback.
• Use Q-track data to identify client experience improvements and coordinate with operations.
• Analyze query themes to address trends and client education needs.
• Monitor response and resolution times to meet SLA and TAT.
• Prioritize client queries based on prioritization strategy.

Skills

Trade settlements

Asset servicing

Payments processing

Client service

Job description

HSBC Philippines is seeking an AVP - Client Management in Quezon City to lead client service in the custody business, ensuring impeccable service for institutional clients.

The role oversees teams across Manila and Kuala Lumpur, drives KPI-based service improvements, and ensures responsive handling of client queries with clear SLA/TAT targets. A strong background in settlements, asset servicing, or payments is essential.