Mgr - Processing - Client Management

Hsbc; Philippines; On-site; PHP 900,000 - 1,800,000; Full time

Job summary

HSBC in Quezon City, Philippines seeks a Manager - Processing - Client Management to oversee Global Custody client queries, drive resolutions, and collaborate with internal ops teams. The role emphasizes strong client service, risk awareness, and process improvement within MSS operations.

The ideal candidate will lead and mentor a team, maintain control standards, and engage with external clients to ensure timely, accurate responses and continuous service enhancements.

Qualifications

• Excellent communication and presentation skills.
• Ability to lead and manage a team.
• Strong influencing and negotiation abilities and teamwork.

Responsibilities

• Handle day-to-day queries of Global Custody clients and drive resolution.
• Review data and client logs to identify improvements and reduce risk.
• Monitor query mailboxes and ensure timely resolution.
• Escalate unresolved queries through internal channels.
• Maintain HSBC Internal Control standards and manage incidents with risk teams.
• Participate in client service and scorecard reviews as needed.

Skills

Excellent Communication

Presentation Skills

Ability to lead and Manage

Team player with good influencing and

Job description

Mgr - Processing - CLIENT MANAGEMENT

Company: Hsbc
Job Type: Full Time
Location: Quezon City, Philippines

Some careers have more impact than others.

If you’re looking for a career where you can make a real impression, join HSBC and discover how valued you’ll be.

HSBC is one of the largest banking and financial services organisations in the world, with operations in 64 countries and territories. We aim to be where the growth is, enabling businesses to thrive and economies to prosper, and, ultimately, helping people to fulfil their hopes and realise their ambitions.

We are currently seeking an experienced professional to join our team in the role of Mgr – Processing - CLIENT MANAGEMENT.

Working in Markets and Securities Services (MSS) is a challenging but rewarding career choice for anyone interested in banking and financial services. As an international bank with locations all across the globe, the team exposes an individual to a wide range of processes and a diverse network within the banking community which provides ample opportunities for career growth and development. The role requires constant communication with HSBC internal operations team and clients located in different locations thus providing an avenue where one can gain comprehensive knowledge and experience within MSS.

Global Custody Client Services function is an asset servicing function mainly providing support to clients in their day-to-day enquiries. As a global custodian, Client Services team is responsible to independently works with large and complex clients to resolve the most critical and complex day-to-day issues and direct them to appropriate department at HSBC. This will include the handling of all client inquiries, concerns and complaints in a professional manner as well as collaborating with the relevant departments to better address client needs and providing regular updates to higher management. Client Services resolve atypical or highly complex issues and also serves as subject matter experts on specific projects and resolution of client issues.

Principal responsibilities

• Work with a team of Client Service Managers in handling day to day queries of Global Custody clients, driving resolution on BAU issues, providing 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 & PLA’s are met.
• Continually review data / external client query logs to evaluate where improvements / efficiencies can be made. Reduce risk to the business through continuous monitoring of all procedures specific to the process. Build & maintain excellent relationships with key external clients through efficient query response.
• Monitors query mailboxes and tracks queries to ensure timely and effective resolution
• Escalates un-resolved queries through appropriate internal channels.
• Monitor response and resolution times via Q-track data to ensure client queries are responded to with response time SLA and resolved within agreed turnaround time (TAT)
• Perform beginning of day and end of day checks to ensure no queries are left unresponded to.
• Ensure the effective implementation of service improvement initiatives on an ongoing basis in response to clients’ needs through analysis query themes and feedback received into Q-track.
• Manage all incidents arising in collaboration with non-financial risk team, ensuring timely and proper escalation and remediation of incidents
• Maintain HSBC Internal Control standards and promote a culture of risk excellence whereby all staff are responsible for ensuring the effectiveness of the controls that are in place to manage the risks in the processes and activities that they undertake in their day-to-day role
• Rigorous adherence to all controls & checklists. Analysis of errors through cross-operational discussion groups.
• Participate in client service calls, benchmarking calls, scorecard reviews as needed.

Requirements

• Excellent Communication
• Presentation Skills
• Ability to lead and Manage
• Team player with good influencing and negotiating skills

• Continual changing and increased demands from clients in relation to new or tighter Service Levels as well as new Market requirements. The securities market is very volatile and dynamic. For the job holder, such changes pose as a challenge to the way staff and workflow is planned and organized. Review is constantly required to respond effectively to these changes.
• Effective relationship management holds the key in the face of "communication" of the custody service offering.
• The job holder also has to liaise closely with the AVP Client Services and Onshore Partners to support our clients, and key stakeholders, delivering a committed and professional service at all times. The job holder also needs to provide guidance and direction to the Client Services team and HSS management team.
• Maintains HSBC internal control standards, including timely implementation of internal and external audit points together with any issues raised by external regulators.
• Understands, follows and demonstrates compliance with all relevant internal and external rules, regulations and procedures that apply to the conduct of the business in which the jobholder is involved, specifically Internal Controls and any Compliance policy including, inter alia, the Group Compliance policy.

You’ll achieve more when you join 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.

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 HSBC Electronic Data Processing (Philippines) Private LTD***