Client Management Manager

Specific areas of responsibility include all or some of the following:

Lead all on boarding requests on behalf of the GBM relationship and product teams. Assume the "operational" point of contact for the client for all on boarding requirements.

Act as the interface between the HSBC SA Middle Office team, the relevant product teams and the client for the on boarding and ongoing KYC refreshers for clients.

Lead coordination of additional information from the client to enable the downstream HSBC SA Middle Office functions to undertake their work.

Client experience – actively build and maintain relationships outside of client management, including shared services, Front Office, IT, Legal and Compliance.

Complaints Management – provide support for complaints management within the GBM business

Coordination of regular meetings with internal stakeholders such as Middle Office, Compliance, Legal etc. to discuss service levels and turnaround times.

Lead discussions and negotiation with clients along with HSBC SA Legal team.

Be a coordination point with HSBC and SABB RM and product teams for client on boarding and reviews.

Develop and maintain GBM client tracker along with KYC refresher dates etc

Ensure team members (Client Management analysts) perform their duties in line with agreed procedures.

Assist with any other projects as agreed with COO GBM.

Deadlines met

Work completed on time to the required standard

Work processed according to procedures

Relevant queries responded to without referral/escalation

Escalated queries properly communicated with sufficient context/background

Files/Records maintained and updated accurately

Procedures relating to confidential information are adhered to

Be diligent during all aspects of the on boarding process

Ensure a conclusion is reached with regard to risk items by the appropriate function / product partner during the on boarding process

Customers / Stakeholders

Lead communication with both internal and external clients to facilitate efficient on boarding process

Work collaboratively with immediate and wider team members

Cultivate strong working relationships with each of the product lines within GBM and with the functional teams

Focus on delivering fair outcomes for the end user (the HSBC SA client) at all times

Ensure that all control aspects of the process are maintained

Own and resolve issues with all stakeholders, understand how and when to escalate

Ensure own conduct maintains the orderly and transparent operations of financial markets

Operational Effectiveness & Control

Suggest ideas and contribute to implementing actions that will improve customer service, quality or the way teams and individuals work together.

Adhere to HSBC policy, procedures and control requirements applicable to day-to-day working, exceptional and project activities, and raise any concerns about actual or potential issues promptly, in line with reporting and escalation procedures.

Apply administrative policies, procedures, practices and standards to their allocated tasks, taking responsibility for their own actions, to ensure the achievement of high levels of quality, effective risk management and regulatory compliance.

Leadership & Teamwork

Support achievement of the HSBC vision, Values, goals and culture in personal behaviour, actions and decision making.

Take personal responsibility for understanding and agreeing performance expectations, completing the necessary mandatory training and developing the levels of capability and competence needed to be effective in the role.

Contribute to team development, effectiveness and success by sharing knowledge and good practice, working collaboratively with others to create a productive, diverse and supportive working environment.

Observation of Internal Controls (Compliance Policy / FIM requirements)

The jobholder will also adhere to and be able to demonstrate adherence to internal controls through adherence to all relevant procedures, keeping appropriate records and by the timely implementation of internal and external audit points, including issues raised by external regulators where appropriate.

This will be achieved by adhering to all relevant processes/procedures and by liaising with Compliance department about new business initiatives at the earliest opportunity. Also by ensuring adequate resources are in place and training is provided, fostering a compliance culture and optimising relations with regulators when applicable.

Role Dimensions (e.g. balance sheet size, lending/expenditure limits, size/volume of transactions, budget. in SAR’000 )

Lead KYC/CDD process (onboarding and ongoing maintenance) for the entire GBM institutional client base of HSBC SA, across all products

No direct budgetary or transactional control

Qualifications / Experience ( For the role – not the role holder. Minimum requirements of the role.)

Qualifications:

Bachelor’s degree is required, Master’s degree preferred, Business Administration or Finance preferred

CME 1 Part 1 & Part 2 certifications are required in order to be confirmed into the role

Experience:

3 to 5 years of relevant work experience in a similar role

Experience in the banking sector within the region with a strong focus on Compliance/Documentation is preferred

Experience of working in a fast-paced, high pressure environment with multiple senior stakeholders

Proven organizational, time-management and problem-solving skills

Excellent interpersonal, written and verbal communication skills, including experience of dealing with executive and senior management levels, in a courteous and efficient manner

Ability to prioritize workload effectively

Ability to use initiative in challenging situations and to know know when and how to escalate situations

Detail-oriented and ability to maintain confidentiality over data and information handled

Advanced computer skills, including all Microsoft packages