Client Management Manager

Role purpose

Principal accountabilities

• Lead GBM onboarding requests and act as the operational client contact.
• Coordinate clients, Middle Office, product teams, and collection of required client information.
• Build relationships across shared services, Front Office, IT, Legal, Compliance, and other teams.
• Support GBM complaints management and coordinate meetings on service levels and turnaround times.
• Lead client discussions and negotiations with HSBC SA Legal; coordinate with HSBC and SABB relationship managers and product teams.
• Maintain the GBM client tracker, including KYC refresher dates, and oversee analyst adherence to procedures.
• Contribute to projects agreed with the COO GBM.

Qualifications and experience

• Bachelor’s degree required; master’s degree preferred. Business Administration or Finance preferred.
• CME 1 Part 1 and Part 2 certifications are required to be confirmed into the role.
• Three to five years of relevant experience in a similar role.
• Regional banking experience with a strong compliance or documentation focus is preferred.
• Experience with senior stakeholders in a fast-paced, high-pressure environment.
• Strong organization, time management, problem solving, communication, prioritization, initiative, and escalation judgment.
• Detail orientation, confidentiality, and advanced computer skills including Microsoft packages.

Stakeholders, controls and leadership

• Lead internal and external communications to facilitate efficient onboarding and deliver fair client outcomes.
• Resolve stakeholder issues, identify escalation needs, maintain controls, and support orderly and transparent financial markets.
• Suggest and implement improvements to service, quality, and teamwork.
• Follow policies, procedures, and controls; raise actual or potential issues promptly and maintain accurate records.
• Support team development, knowledge sharing, collaboration, mandatory training, and a productive working environment.
• Adhere to internal controls and audit actions; liaise with Compliance on new business initiatives and support adequate resources and training.

Performance expectations

Role dimensions