Vice President - Client Services

Job title: Vice President - Client Services

• Principally responsible for direct development and implementation of a high quality, risk aware client service culture to deliver superior post-sales support to Corporate and Institutional Banking (CIB) clients, across the full range of Global Payment Systems (GPS) products.
• Articulate and implement regional Client Service strategic framework for optimizing client experience in support of the business; communicates with and engages stakeholders at regional, multi-regional and global levels.

In this role, you will:

Principal Accountabilities:  Key activities and decision making areas

Business Impact

• Deliver strategic consultancy to deliver business goals; provide client feedback input to strategic planning, forulate tactical plans and drive projects and initiatives that improve client advocacy through a superior client experience. Manage and track the deliverables to ensure full execution by the region  Establish strategic direction for Client Service across Europe as well as contribute to the Group’s overall global GPS Client Services strategy. To lead, manage and drive Client Service within HSBC’s Global GPS activities throughout region, for Corporate, Commercial and Financial Institutions’ clients to position HSBC as a top provider of such services, in addition to and in support of, achieving maximum profit ability and growth.
• Initiate, lead and drive a wide range of strategic projects within region and on a global basis.  Projects span the bredth of GPS as well as related areas such as Operations and IT. Collectively (With the wider GPS Team) maximise share of clients’ GPS wallet through excellence of service and relationship building, and by providing timely and incisive information to sales teams. Analyze and create incisive information on HSBC’s relative market position, effectiveness of client experience improvement projects and key areas of persistent weakness.
• Provide greater support of relationship manager and sales communities through a more active and advisory-based relationship with clients. Act as a senior service sponsor to support all top tier clients. Communicate with stakeholders at a regional/global level; ensure effective internal and external communication and sharing of such projects. Serve as liaison between Client Service and other project stakeholders.
• Lead and direct the Client Service function to position HSBC as a top provider of e-channel services to achieve maximum profitability and growth. Lead Client Service strategic projects by country within the region, and provide best practice guidance globally.  Be accountable for establishing opportunities for improvement of the Client Service Proactively develop, drive and execute guidelines, processes, tools and methodology on behalf of CM in the region to ensure the service standard is continuously enhanced to deliver customer value, maximizing revenues, cost savings and efficiency
• Work with Group and other regions to develop and execute high quality and globally consistent Client Service processes to ensure effective and efficient delivery of all client solutions. Develop a culture of continuous process improvement and quality measurement. Ensure operational integrity and service / support excellence for all GPS client service. Ensure provision of accurate and timely management information to support effective and efficient business management. Ensure skill levels and caliber of Client Service managers align with strategic goals set for client experience, and that efficiencies are realized through intelligent use of the Group’s service delivery organization.
• The jobholder will also adhere to and be able to demonstrate adherence to internal controls. This will be achieved by adherence to all relevant procedures, keeping appropriate records and, where appropriate, by the timely implementation of internal and external audit points, including issues raised by external regulators. The jobholder will implement the Group compliance policy by containing compliance risk in liaison with Global Head of Compliance, Global Compliance Officer, Area Compliance Officer or Local Compliance Officer. The term ‘compliance’ embraces all relevant financial services laws, rules and codes with which the business has to comply. 
• 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 and when applicable, by ensuring adequate resources are in place and training is provided, fostering a compliance culture and optimising relations with regulators. The jobholder will act to ensure the Teams compliance in areas such as MIFID, mandatory training etc.

To be successful you will:

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

• Minimum of eight years of leadership experience in GPS experience or equivalent.
• Experience working in relevant environment/s, i.e. client facing, leadership/team management including relevant market/context, i.e. finance, relationship management
• Strong managerial, strategic leadership, communications, organizational, decision-making, lateral thinking, analytical and interpersonal skills. Detailed-oriented.
• Excellent written and spoken communication skills; an ability to communicate with impact, ensuring complex information is articulated in a meaningful way to wide and varied audiences
• Effective networks across the Bank / Industry to enable relationships based on mutual trust and encouraging others to do the same.
• Experience of building and managing complex relationships with strategic customers.

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You’ll achieve more at HSBC

HSBC is an equal opportunity employer committed to building a culture where all employees are valued, respected and opinions count. We take pride in providing a workplace that fosters continuous professional development, flexible working and, opportunities to grow within an inclusive and diverse environment. We encourage applications from all suitably qualified persons irrespective of, but not limited to, their gender or genetic information, sexual orientation, ethnicity, religion, social status, medical care leave requirements, political affiliation, people with disabilities, color, national origin, veteran status, etc., We consider all applications based on merit and suitability to the role.”

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