Client Service Manager – Direct Custody & Clearing (Markets and Securities Services)

Some career choices have more impact than others.

At HSBC we exist with the purpose of Opening up a World of Opportunity. We use our unique expertise, capabilities, breadth and perspectives to provide opportunities for our customers and colleagues through global connectivity. We bring together the people, ideas and capital that nurture progress and growth, helping to create a better world – for our customers, our people, our investors, our communities and the planet we all share.

As an HSBC employee in Australia, you’ll have access to tailored professional development opportunities, competitive pay, an embedded flexible working culture and a range of employee benefits. These include market-leading subsidised private health cover, enhanced parental pay and support when returning to work, subsidised banking products and services, bonus leave days and wellness programmes including discounted gym memberships.

HSBC Securities Services (SSv) provides robust and reliable solutions that enhance performance and mitigate risk, today and for the future. Working with institutional investors, banks, insurance companies, governments and multinational corporations, Securities Services offers a range of fund administration, global custody, sub-custody and clearing services.

Joining the team as Client Service Manager – Direct Custody & Clearing, you will be primarily responsible for the end-to-end relationship management of our Global Bank and Broker Dealer clients in relation to their local sub-Custody services and Account Operations activity in the Australian market. Your main focus will be building and strengthening client relationships and driving organic growth, as well as providing product solutions to improve client experience and mitigate risk for the bank.

To take on this role, you will be someone with strong knowledge and experience of local settlement operations for Equity, Fixed Interest Debt and Managed Funds and associated Corporate Action event processing, being the conduit between HSBC’s service delivery and operations teams for your own portfolio of clients, utilising your in-depth understanding of local market nuances.

You will be joining the leading sub-custodian in Australia, gaining broad domestic and regional exposure in an exciting fast paced role, working with great clients and further developing your career opportunities with the global HSBC brand.

Due to the nature of the work in this role, there is a requirement to initially be in the office five days per week for the first three months, before moving to a hybrid work schedule.

Your main responsibilities will include:

Setting a high standard amongst your peers and stakeholders in providing consistent excellent client experience.
Providing timely and accurate response on complex service queries, serving as a conduit between HSBC operations and clients.
Ownership of RFP/Due Diligence/Questionnaires, contractual agreements and commercial negotiation requirements.
Ownership of Service reviews and delivering required actions.
Annual review of client Service Level Agreements and account set up.
Oversight on client invoices and relevant client financials.
Daily management of the dedicated Client Service mailbox and oversight of the offshore Client Services Team.
Ensuring New to Bank relationships or client activity is reviewed and agreed as per the Local Business Acceptance Meeting (LBAM) process.
Identifying and delivering product solution(s) to improve client experience and mitigate inherent risk for the bank.
Driving a high performing culture and leadership amongst peers in line with HSBC values.
Contributing to a healthy working environment that supports collaboration and open communication.
Requirements
To be successful in this role, you will need:

Strong experience as a client service manager in banking / financial services, ideally in a direct custody services role, providing support as a subject matter expert.
Familiarity with multiple asset classes such as equities, fixed income, managed funds and unlisted securities, as well as corporate events.
In-depth understanding of local market, settlement flows, cycles, production and market infrastructure platforms.
Clear and confident written and verbal communication skills with the ability to deliver presentations and manage the completion of customer questionnaires.
The ability to build and maintain strong relationships with clients and with internal and external stakeholders, underpinned by a genuine customer service orientation.
Excellent organisational skills, with the ability to respond to client queries in a timely fashion.
Tertiary qualification in a relevant discipline highly regarded but not essential.
Preference will be given to candidates who hold Australian PR/Citizenship or New Zealand Citizenship, or who can demonstrate current unrestricted work rights in Australia without limitations.

We value different perspectives, we succeed together, collaborating across boundaries, we take responsibility, holding ourselves accountable to get things done. Through these values, HSBC is committed to building a culture where all employees are appreciated and respected and where opinions count. We take pride in providing a workplace that fosters continuous professional development, flexible working and opportunities to grow in an inclusive environment. Applications from First Nations peoples are encouraged.

Learn more about careers at HSBC Australia – https://www.hsbc.com/careers/where-we-hire/australia.

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