Client Management Manager

Job description

Key Responsibilities

• Lead all onboarding requests for GBM relationship and product teams, acting as the operational point of contact for clients regarding onboarding requirements.
• Serve as the interface between the HSBC SA Middle Office team, relevant product teams, and clients for onboarding and ongoing KYC refreshers.
• Coordinate the collection of additional information from clients to support downstream HSBC SA Middle Office functions.
• Build and maintain relationships with internal stakeholders including shared services, Front Office, IT, Legal, and Compliance to enhance client experience.
• Provide support for complaints management within the GBM business.
• Coordinate regular meetings with internal stakeholders (, Middle Office, Compliance, Legal) to discuss service levels and turnaround times.
• Lead discussions and negotiations with clients in conjunction with the HSBC SA Legal team.
• Act as a coordination point with HSBC and SABB RM and product teams for client onboarding and reviews.
• Develop and maintain the GBM client tracker, including KYC refresher dates.
• Ensure team members (Client Management analysts) perform duties in line with agreed procedures.
• Assist with other projects as agreed with the COO GBM.
• Operational Effectiveness and Control
• Contribute to improvements in customer service, quality, and team collaboration.
• Adhere to HSBC policies, procedures, and control requirements, escalating concerns promptly.
• Apply administrative policies and standards to tasks, ensuring high quality, effective risk management, and regulatory compliance.
• Ensure clients are assigned the correct Financial Crime Risk Rating to drive refresher processes and enable AML/Sanctions screening and monitoring.
• Ensure refreshers are completed on time and client notifications are sent within regulatory timelines to mitigate reputational, regulatory, and financial risks.
• Implement robust controls around internal procedures, focusing on ongoing process improvements, capacity creation, and cost reduction.
• Play a key role in activities associated with Minerva and the Group.
• Leadership and Teamwork
• Support HSBC's vision, values, goals, and culture through personal behavior and decision-making.
• Take responsibility for understanding performance expectations, completing mandatory training, and developing necessary capabilities.
• Contribute to team development and success by sharing knowledge and collaborating to foster a productive and supportive work environment.
• Required Attributes and Performance Standards
• Ability to meet deadlines and complete work to the required standard on time.
• Work processed accurately according to established procedures.
• Capability to respond to relevant queries without referral or escalation.
• Effective communication of escalated queries with sufficient context and background.
• Accurate maintenance and updating of files and records.
• Adherence to procedures related to confidential information.
• Diligence throughout all aspects of the onboarding process.
• Ensuring risk items reach a conclusion by the appropriate function or product partner during onboarding.