Associate - Account Management

at  HSBC

SOME CAREERS GROW FASTER THAN OTHERS.

If you’re looking for a career that will give you plenty of opportunities to develop, join HSBC and your future will be rich with potential. Whether you want a career that could take you to the top, or simply take you in an exciting new direction, HSBC offers opportunities, support and rewards that will take you further.
Our sector-focused Banking relationship managers provide a single coverage point for multi-national clients. With our global capabilities and footprint, vast expertise and local knowledge, our Banking teams connect clients to the products and services that meet their global financial needs.
We are currently seeking a high caliber professional to join our team as an Associate - Account Management.

ROLE PURPOSE

The role is designed to support key relationships for the Securities Services business in the Philippines. The clients supported reach across a wide cross section of Asset/Investment Managers, Insurance Companies, Asset Owners and Key Public Sector names; they are combination of regional and strategic local firms. Account Managers are responsible for managing and overseeing the client experience in the Philippines, from onboarding through to potential growth opportunities. This role will be expected to engage with the c-suite levels of client organizations and forge deep, meaningful relationships that will help HSBC strengthen our partnership with them.

PRINCIPAL ACCOUNTABILITIES:

The tasks for this role will include some or all of the following:

• Retention/increase of client market share, identification of new business opportunities, and maintain/manage an active sales pipeline.
• Provide business development support for sales pitch (Request For Information/Proposal support, prepare client presentation deck), oversee and manage sales and business development action items.
• Manage and oversee Securities Services’ service governance and oversight model including new onboarding & ensure service coverage model meets clients’ needs
• Act as client advocate and point of escalation to help clients successfully resolve issues and navigate within the firm
• Oversee and accountable for all service quality and responsiveness across products (in country and regional for clients which are regional) as per agreed Service Level Definition/Operating Memorandum and the day to day management of clients
• Be the champion of client centric culture by proposing & promoting Products and Services improvements and collaboration with other teams and departments to deliver value to clients
• Prepare and conduct client service reviews and due diligence on-site visit, including ownership of completion of relevant materials as well as own meeting report with follow up action until completion
• Responsible for client being referenceable for meeting service standards as per agreed Key Performance Indicators.
• Working in partnership with operations/internal stakeholders to optimize client efficiency, smooth service management and proactive management and oversight of client issues, initiatives and change requests
• Handle incident management, and prepare and execute client service plan and any remediation plans (both internal and external) with follow up through to completion along with any client complaints
• Act as internal point of escalation for client sensitive or risk issues, or assist where client is being unresponsive
• Responsible for prompt and timely communication to clients on market updates /regulatory changes impacting clients existing portfolios
• Responsible for rolling out of Client facing technology and adoption of all existing technology as required
• Co-ordinate for client initiated change, new product, fund launch, onboarding and documentation requirements
• Ownership of account schematic and first review of fee invoice supported by client service/fee billing team.

Qualifications