Client Management Manager
HSBC · Riyadh
About HSBC:
HSBC Saudi Arabia provides investment banking services to the full spectrum of corporate and institutional clients in both the private and government sectors, including public companies; private companies and establishments; funds; government agencies; and family businesses and offices.
Role Purpose (overall high level summary of the role)
The role holder leads the Client Management team that is responsible for on boarding of institutional clients across Brokerage, HSS and Investment Banking. GBM clients are generally high profile ranging from local / regional Sovereign Wealth Funds to very important local Government entities and international global custodian banks and broker dealers. The job holder is required to be able to communicate with and manage these clients around the on-boarding experience while dealing with several senior stakeholders within Product, Legal, Risk, and Compliance internally within HBSA.
The job holder is required to be conversant with the local rules and regulations as prescribed by the Capital Market Authority and also the HBSA internal AML CDD policies and procedures. The job holder should be capable of making risk based decisions while dealing with CDD and application of policies and regulations. The job holder is also responsible to ensure the clients are correctly assigned the Financial Crime Risk Rating that will drive the refresher process post on-boarding and also enable required screening and monitoring from an AML and Sanctions perspective.
The job holder carries the responsibility of ensuring that refreshers are completed within time and necessary notifications to clients are sent within regulation prescribed timelines to protect the organization from reputational, regulatory and financial risks. The job holder is required to ensure that robust controls are in place around internal procedures with focus on ongoing process improvements, capacity creation and cost reduction.
Going forward, the job holder is expected to play a key role with activities associated with Minerva and the Group at large.
Principal Accountabilities:
Key activities and decision making areas
Specific areas of responsibility include all or some of the following:
- Lead all on boarding requests on behalf of the GBM relationship and product teams. Assume the "operational" point of contact for the client for all on boarding requirements.
- Act as the interface between the HSBC SA Middle Office team, the relevant product teams and the client for the on boarding and ongoing KYC refreshers for clients.
- Lead coordination of additional information from the client to enable the downstream HSBC SA Middle Office functions to undertake their work.
- Client experience – actively build and maintain relationships outside of client management, including shared services, Front Office, IT, Legal and Compliance.
- Complaints Management – provide support for complaints management within the GBM business
- Coordination of regular meetings with internal stakeholders such as Middle Office, Compliance, Legal etc. to discuss service levels and turnaround times.
- Lead discussions and negotiation with clients along with HSBC SA Legal team.
- Be a coordination point with HSBC and SABB RM and product teams for client on boarding and reviews.
- Develop and maintain GBM client tracker along with KYC refresher dates etc
- Ensure team members (Client Management analysts) perform their duties in line with agreed procedures.
- Assist with any other projects as agreed with COO GBM.
Typical KPIs and Targets
- Deadlines met
- Work completed on time to the required standard
- Work processed according to procedures
- Relevant queries responded to without referral/escalation
- Escalated queries properly communicated with sufficient context/background
- Files/Records maintained and updated accurately
- Procedures relating to confidential information are adhered to
- Be diligent during all aspects of the on boarding process
- Ensure a conclusion is reached with regard to risk items by the appropriate function / product partner during the on boarding process
Customers / Stakeholders
- Lead communication with both internal and external clients to facilitate efficient on boarding process
- Work collaboratively with immediate and wider team members
- Cultivate strong working relationships with each of the product lines within GBM and with the functional teams
- Focus on delivering fair outcomes for the end user (the HSBC SA client) at all times
- Ensure that all control aspects of the process are maintained
- Own and resolve issues with all stakeholders, understand how and when to escalate
- Ensure own conduct maintains the orderly and transparent operations of financial markets
Operational Effectiveness & Control
- Suggest ideas and contribute to implementing actions that will improve customer service, quality or the way teams and individuals work together.
- Adhere to HSBC policy, procedures and control requirements applicable to day-to-day working, exceptional and project activities, and raise any concerns about actual or potential issues promptly, in line with reporting and escalation procedures.
- Apply administrative policies, procedures, practices and standards to their allocated tasks, taking responsibility for their own actions, to ensure the achievement of high levels of quality, effective risk management and regulatory compliance.
Leadership & Teamwork
- Support achievement of the HSBC vision, Values, goals and culture in personal behaviour, actions and decision making.
- Take personal responsibility for understanding and agreeing performance expectations, completing the necessary mandatory training and developing the levels of capability and competence needed to be effective in the role.
- Contribute to team development, effectiveness and success by sharing knowledge and good practice, working collaboratively with others to create a productive, diverse and supportive working environment.
Observation of Internal Controls (Compliance Policy / FIM requirements)
The jobholder will also adhere to and be able to demonstrate adherence to internal controls through adherence to all relevant procedures, keeping appropriate records and by the timely implementation of internal and external audit points, including issues raised by external regulators where appropriate.
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 by ensuring adequate resources are in place and training is provided, fostering a compliance culture and optimising relations with regulators when applicable.
Role Dimensions (e.g. balance sheet size, lending/expenditure limits, size/volume of transactions, budget. in SAR’000)
- Lead KYC/CDD process (onboarding and ongoing maintenance) for the entire GBM institutional client base of HSBC SA, across all products
- No direct budgetary or transactional control
Qualifications / Experience (For the role – not the role holder. Minimum requirements of the role.)
Qualifications:
- Bachelor’s degree is required, Master’s degree preferred, Business Administration or Finance preferred
- CME 1 Part 1 & Part 2 certifications are required in order to be confirmed into the role
Experience:
- 3 to 5 years of relevant work experience in a similar role
- Experience in the banking sector within the region with a strong focus on Compliance/Documentation is preferred
- Experience of working in a fast-paced, high pressure environment with multiple senior stakeholders
- Proven organizational, time-management and problem-solving skills
- Excellent interpersonal, written and verbal communication skills, including experience of dealing with executive and senior management levels, in a courteous and efficient manner
- Ability to prioritize workload effectively
- Ability to use initiative in challenging situations and to know know when and how to escalate situations
- Detail-oriented and ability to maintain confidentiality over data and information handled
- Advanced computer skills, including all Microsoft packages