AVP, Client Services - HSBC 

Job Description

Role Purpose:

Act as a relationship manager for HSBC Securities Services (HSS) clients, providing them with quality and timely feedback in a professional manner to their queries and concerns, and attend to their escalations, to ensure high service levels in line with client expectations and HSBC best practices.

Principal Accountabilities:

Impact on the Business/Function:

• Strive to continuously provide accurate, precise and the most effective communication with our clients in a timely manner, in order to maximize HSS profitability through maintaining our clients’ satisfaction and attracting new relationships.
• Proactively seek to hold regional calls related to client services issues, in order to share best practices and expertise to achieve the overall goal of the coverage model.
• Understand and ensure compliance with all relevant internal and external rules, regulations and procedures that apply to the conduct of the business in which the job holder is involved.
• Following up with clients in order to ensure the payment of outstanding fees, funding and other bank charges.
• Addressing all clients’ needs to ensure the retention of our clients’ base, and to attract new relationships to HSS Egypt.

Customers / Stakeholders:

• Respond to our clients’ queries efficiently on a daily basis.
• Provide our clients with a monthly Trade performance report clarifying details about transactions within HSS.
• Regularly update our clients with market news and updates through writing, reviewing and issuing broadcasts.
• Regularly hold calls with our clients to maintain professional and active relationship and to tackle all clients’ needs, and provide updates about the market and HSS operations.
• Send on the spot e-mails or hold calls to communicate any arising issues related to corporate actions, settlement, account opening, FX and any other outstanding issues related to funding our Nostro account.
• Handling new relationships account opening, and liaising with the concerned teams until the client is fully on boarded.
• Regularly communicate with other HSS sites and our clients in order to complete our regulators’ required documentation and disclosures.
• Circulate weekly broadcasts to communicate the weekly updated prohibited individuals list received for the Egyptian Exchange.
• Receive and process clients’ audit confirmation requests and follow up on the status of the issued certification.
• Regularly update market guide to ensure our clients have an updated manual book available at their end.
• Regularly send taxation calculation spreadsheet to our clients.
• Accurately prepare, update and complete DDQs, RFIs and RFPs received from the clients.

Leadership & Teamwork:

• Working closely with colleagues regarding settlements, corporate actions, FX, billing and account maintenance and opening.
• Actively communicate with line manager to seek guidance upon introducing new ideas and developing existing tasks, and escalating cases to senior management whenever required.
• Collaborate with colleagues to share knowledge, information and ideas to elevate the overall level of performance.
• Uphold the highest level of integrity and ensure strict adherence to core standards and behaviors, acting as a role model for all HSBC values and business principles.
• Provide coaching and guidance for new colleagues joining client services team
• Update HSS co-workers with market news and updates.

Operational Effectiveness & Control:

• Maintain an updated task list and highest level of efficiency in performing tasks, in order to ensure delivering the job requirements accurately and on a timely basis.
• Manage to report operational risks, potential and actual losses related to HSS area.
• Consistently report HSS operational risks and losses through operational risk summary losses and complaints reporting locally and regionally to share best practices that provide mitigation of risks and losses.
• Coordinate to ensure that all procedures and Desk Instruction Book (DIB) documents are consistently updated and in place for all HSS staff.
  
  

Requirements

Qualifications:

• University graduate with at least 5yrs banking experience.
• Power Point capability.
• Proven ability to deliver job requirements with maximum accuracy, precision and effective time management.
• Proven ability to efficiently work with Microsoft office programs (Excel, Power Point, Word) and specially Excel being completely able to use various equations.
• Excellent analytical and reporting skills.
• Knowledge of related industry and market in Egypt.
• Advanced understanding of risk management and risk mitigation.
• Flexible to work under various working conditions
• Open to learning new tasks and developing existing ones and to communicate relevant knowledge and experience with others.
• Communication skills
• Negotiation skills.
• Perfect command of English Language