Manager Client Operations

5 days ago

Vancouver, Canada HSBC Full time

Opening up a world of opportunity.

We're a financial services organization serving more than 40 million customers across the globe through our Wealth & Personal Banking, Commercial Banking and Global Banking & Markets businesses.

We’re here to use our unique expertise, capabilities, breadth and perspectives to open up a world of new opportunities for our customers, our people and our communities.

About Asset Management

HSBC Asset Management, is the asset management division of the HSBC Group. HSBC Asset Management develops and manages investment management products and services for clients around the world, from individual retail customers to major multinational corporate clients, sovereign wealth funds and financial institution clients.

Our vision is to be the leading asset manager for HSBC clients with a clear long-term commitment to be focusing on understanding and meeting the needs of the personal, commercial, corporate and institutional clients of HSBC's global businesses.

About Client Operations Team:

- Client Operations team is an empowered, diverse team aligned to the client business it supports; focused on innovation, efficiency and delivery. Client Operations is a globally aligned team that supports the Heads of Client Businesses (Sales & Client Servicing) and their teams in delivering high-quality pre-sales, sales and post-sales experiences to Asset Management’s clients

**Responsibilities**:
The key responsibilities for the role include:

- Support Head of Client Operations Asia pacific to serve as a trusted partner and advisor to the client business (i.e. Sales and Client Servicing Teams), working collaboratively with the Client Servicing relationship managers to ensure a positive client experience.
- Serves as one-stop focal point for Client Servicing team for assigned clients/client segment for the collection and resolution for operations related enquiries.
- Establish effective working relationships with operational and technology partners to jointly identify and resolve on-going issues
- Support mandate onboarding process in collaboration with Product team including prioritization, oversight of operational setup, coordination of Customer Due Diligence/ Know Your Customer (KYC) with lines of business (Global Banking & Markets/ Commercial Banking). This include coordination of internal discussions and negotiations regarding operational requirements, including performance and reporting items at pre-onboarding stage.
- Support ongoing maintenance of mandates including changes in investment guideline, benchmark or reporting requirements.
- Contribute to and drive tactical and strategic initiatives involving Client Operations.
- Proactively managing & monitoring the processes and making recommendations for process & workflow improvements.
- Provide project management and analytical support on initiatives. Liaise between AMHK senior management and regional as well as global AMG teams.
- Key contact for client business team in Hong Kong for the assigned tasks.
- Identify and implement improvements on processing control, quality and efficiency.
- Ensure compliance of assigned tasks to both Asset Management FIM requirements and regulatory requirements. Implement rectifications on audit findings whenever necessary.
- Establish a positive relationship with stakeholders and customers
- Timely and accurate MI to Senior Management
- Timely escalation of issues to Senior Management
- Drive customer service centric approach
- Understand the vision & objectives for the Client Operations team that is aligned to the overall AM as well as HSBC vision, values and goals, and inspires and engages people to create an inclusive, high performing, customer-centered culture.
- Share best practice and manage, monitor, coach and develop team members and others to ensure that they maximize their performance, meet the required standards, and continuously develop their capabilities and experience.
- Lead and encourage constructive cross-country and cross-business teamwork by demonstrating collaboration and matrix management in action and challenging actions and behaviors that are not consistent with HSBC's diversity policy and/or the best interests of the business and its customers.
- Individuals are responsible for the work of other managers.
- Manage the processes, infrastructure and resources needed to deliver agreed plans and targets, identifying and implementing improvements and collaborating with colleagues to maximize end to end integration, effectiveness and efficiency.
- Maintain a robust and efficient control environment to ensure good operational, financial and project management and compliance with HSBC policy and procedures, together with early identification and effective resolution or escalation of issues that arise.
- Ensure compliance with regulatory standards and requirements.
- Ensure compliance with HSBC Group & Asset Management’s policies and control procedures.

Requirements
- 5 years’+

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