Director, Client Executive, SSv - Corporate and Institutional Banking

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HSBC Corporate and Institutional Banking (CIB) is a markets-led, financing-focused business that provides investment and financial solutions. Within CIB, Securities Services provides robust and reliable solutions that help clients mitigate risk and enhance their business performance. Working with institutional investors, banks, insurance companies, governments, and multinational corporations, this team covers fund administration, global custody, sub-custody and clearing, and corporate trust and loan agency services.

We are currently seeking a high calibre professional to join our team as a Director, Client Executive, Securities Services (SSv) for Asset Owners & Managers (AO&M) clients.

SSv Client Executives Directors are the owners of the end-to-end SSv client experience for their assigned client(s) globally. SSv Client Executive Directors are typically assigned the most complex portfolios in terms of either complexity of client needs (product mix, geographic footprint, revenue size) and/or number of clients.

With an in-depth understanding of their clients current needs and strategic outlook, this role acts as a single, global client advocate within SSv. The role holder supports the client to navigate SSv and manages the virtual client SSv team with both a commercial and service lens. This aims to achieve:

• Long-term commercial value for clients by leveraging our technology, scale, and geographic footprint to optimise service and SSv / franchise opportunities where appropriate.
• Consistent delivery of service excellence through seamless ways of working across products, regions, and functions.

The role is a critical contributor to SSv's strategic ambitions, ensuring we create and maintain a platform for growth from which we can deliver:

• An industry-recognised, best in class client experience
• Improved Wallet Share
• A fully reference-able client base with limited/zero attrition

Accountabilities for Business, Customers and Stakeholders

• Accountable for the overall client experience, retention, and satisfaction for assigned client base.
• Engages with assigned client base at C-suite and board level on needs and capabilities specific to client strategy, new regulation, product development and other solutions to establish an early adopter advantage.
• Accountable for creation and execution of the strategic level client plan in consultation with other internal stakeholders including SSv Sales.
• Forges deep relationships with key internal stakeholders, within SSv (Account Management, Client Service, Product etc.) and beyond (Global Banking Relationship Managers)
• Forecasts client revenues in partnership with SSv Sales (incorporating projected organic and non-organic/competitive growth) to inform country-level targets, ensuring that all account plans are aligned with the Global Banking and Markets (GB&M) group plans. Accountable for generation of organic client revenue against target.
• Seeks out strategic revenue opportunities (including cross selling), partnering with SSv Sales where these are competitive and/or complex. Understands cost to service, measures losses, reviews key commercial metrics (e.g., operating leverage), and finds opportunities for improvement. Manages and prioritizes opportunity pipeline in consultation with SSv Sales.
• Sponsors incremental new business approval submissions for any organic growth within the assigned client base and is accountable for that deal management and associated business approval processes and procedures.
• Negotiates legal wording as applicable for additional services.
• Ensures adherence to the SSv client governance and oversight model for assigned client base, including client due diligence, service reviews etc.
• Effectively manages staff on virtual client teams, advancing collective knowledge and effectiveness, and ensuring sustainable best practice is followed. (Direct line management may also be required.)
• Oversees execution of all supporting plans for assigned client base (including change management, product delivery, service improvement / remediation plans) and client collateral (e.g., client profiles for strategic client executives)
• Works proactively with product teams, providing a client perspective towards new product development to ensure we deliver on our value proposition and unlock higher margin opportunities. Communicates and manages product updates and changes with clients.
• Accountable for 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.)
• Maintains and enhances the reputation of HSBC in the marketplace through external relationships and thought leadership. Plans and attends client and industry events, ensuring client feedback, external insights and key management reporting is effectively produced and utilized.
• Role models best practice ways of working, building collaborative relationships and proactively identifying opportunities to improve operational effectiveness across the client coverage model.
• Instills culture of excellence and continuous improvement - coaches others on the client management lifecycle, drives adoption of best practice relationship management / client planning, and builds supporting knowledge library, templates etc.
• Leads on projects in wider Client Management / SSv function as required.

Leadership and Teamwork

• Demonstrable quality track record as a team-player and mentor with the capacity to lead a virtual client team and positively contribute to the Client Management function. Direct line management may also be required.

Functional Knowledge

• Experience of client management, business implementation/change, business development and/or senior operational leadership experience
• Track record in owning, maintaining, and retaining client relationships across securities services products with an ability to help define and execute departmental strategy.
• Sound understanding of commercial and contractual drivers and contribution to AOP and business performance.
• 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 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 executive-level meetings.
• The role holder will ensure the HSBC values are present in everything we do, both individually and as an organization.
• Mandarin fluency is advantageous, given the regional client portfolio that this role will be supporting.

This will be achieved by consistently displaying the behaviours of:

• Client centricity - client focus on everything we do today, and tomorrow
• Leadership & drive - mobilise, motivate, and positively influence the business to drive change
• Strong relationship understanding - tracking, managing, and reporting satisfaction and reference-ability
• 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.
• Being open to different ideas and cultures

Opening up a world of opportunity

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Issued by The Hongkong and Shanghai Banking Corporation Limited.