Associate Director, Account Management

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Role purpose :

The Account Management role will be responsible for successfully managing and overseeing the client experience from implementation through to future growth.

In addition to overseeing and maintaining the highest levels of service as a core Securities Service (SSv) relationship foundation, the account manager will also identify and deliver key differentiators to clients. This will include the utilisation of data and new technology, the multiple products and services that complement the SSv offering within the Group and leveraging SSv extensive proprietary network - people and market influence.

Therefore, a key part of the role will be to ensure the service model and wider organisation evolve to deliver on the client needs as automation and digitisation reduce reliance on operational interaction day to day, and clients seek to extract additional, long term value from their service providers.

Additionally, the account manager will embrace and embed commercial discipline and awareness, and to effectively support Client Executives on the overall relationship management and on new and cross sale initiatives.

The role will ensure an effective governance/operating framework is in place for his client portfolio and proactively partnering with key stakeholders including colleagues from SSv, MSS Operations and the wider HSBC GBM teams, as applicable.

To be responsible for client communication and independent management of the client.

Governance and Committee Memberships :

To sit on internal committees as required.

Accountabilities for Business, Customers and Stakeholders :

• The role required the individual to be capable and focussed on delivering, consistently an industry-recognised, best in class account management proposition to the portfolio of clients.
• A fully reference-able client base with limited/zero attrition
• Accountable for the overall client experience, retention, and satisfaction for assigned client base.
• Ensuring the portfolio of clients are happy to grow their portfolio with HSBC (organically or through cross sales in line with SSv commercial and risk parameters)
• Managing relationships with senior -level client contacts and other stakeholders
• Supports the client executive team with the creation and delivery of the strategic level client plan
• Ensures adherence to the SSv client governance and oversight model for assigned client base, including client due diligence, service reviews etc.
• Effectively manages and works collaboratively staff on virtual client teams, advancing collective knowledge and effectiveness, and ensuring sustainable best practice is followed.
• Oversees execution of service delivery to clients, in collaboration with MSS Operations, including service improvement and remediation plans, as applicable, as well as Product delivery and Change management.
• Supports the roll-out and integration of new client facing technology (delivered by the Product and Digital Data enablement teams). Promotes client adoption of existing technology as required.
• Senior point of contact for resolution of issues (operational, non-operational, BCP etc.)
• Role models best practice ways of working, building collaborative relationships and proactively identifying opportunities to improve operational effectiveness across the client coverage model.
• Contributes on projects in wider Client Management / Securities Services function, as required.
• Conduct periodic review meetings with the client to understand the client pulse on the services and share the same with the management.
• Collaborate with the HSBC stewards across compliance, risk, tax etc, customer group and other business verticals as required to meet the client requirements and product delivery.
• Revenue Management - Keep a track on client revenue receivables and ensure to have a NIL outstanding across clients. Prevent client revenue attrition.
• Ensure periodic reviews of various client documentation pertaining to transaction processing such as call back list, standing instructions, client contact list, SLAs and other similar documents.
• Deliver on SLA commitments and impactful client change projects, consistently prioritize key deliverables to stay focused on highest client impacts.
• Prioritize global collaboration and efficiency within Account Management and across our partners to improve client satisfaction, support Client growth and manage cost saves.
• Serve as a back-up for other Account Managers whenever required
• Preparation of dashboards, presentations, KPIs as and when required.

Functional Knowledge

Proven ability to adapt to the changing demands of the industry, clients, and internal stakeholders.

Proven capacity to operate across a complex organization collaboratively, whilst ensuring that the agreed client/HSBC agenda is effectively managed.

Fully proficient in understanding the regulations that drive the securities services arena and in particular those that govern client management

Sound understanding of controls, risk management (product and market) and mitigation techniques

Client facing with excellent communication and presentation skills, including an ability to lead and manage senior-level meetings

Understanding of the client business across Mutual Funds, AIFs, Insurance Companies and PMS.

Must have managed more than 6 domestic clients simultaneously across the above combination as an Account Manager.

Others Values & Behavior

The role holder will ensure the HSBC values are present in everything we do, both individually and as an organisation.
This will be achieved by consistently displaying the behaviours of:
1:Client centricity - client focus on everything we do today, and tomorrow
2:Passion & drive mobilise, motivate, and positively influence the business to drive change
3:Strong relationship understanding tracking, managing, and reporting satisfaction and reference-ability
4:Dependability and doing the right thing - delivering fair outcomes for our customers and ensuring own conduct maintains the orderly and transparent operation of financial markets.
5:Being open to different ideas and cultures