Client Service Manager, Issuer Services (UAE National)

at  HSBC

Job description

CLIENT SERVICE MANAGER - ISSUER SERVICES (UAE NATIONAL) - 0000K3QF

Some careers have more impact than others.
If you’re looking for a career where you can make a real impression, join HSBC and discover how valued you’ll be. 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.
HSBC Global Banking and Markets is an emerging markets-led, financing-focused business that provides investment and financial solutions. Through our international network, we connect emerging and mature markets, covering key growth areas. We partner with our corporate, government and institutional clients to help them achieve consistent, long-term performance. Our products and services include advisory, financing, prime services, research and analysis, securities services, trading and sales and transaction banking.
We are currently seeking an ambitious UAE national to join our Global Banking team, working together with colleagues to define, manage and achieve divisional business targets.

In this role, you will:

• Build effective customer relationships ensuring that Issuer Services (ISV) requirements are fully understood by the client and in turn client requirements, industry developments, and competitor information is articulated within ISV. This will involve liaison with the Global Relationship Managers and client visitation.
• Visit a minimum of top 5 clients on an annual basis with a stretch target of 10. Client visitation schedules to be in place and tracked. For certain key clients’, visits to be on a more frequent basis.
• Monitor adherence to service level agreements, collating data, providing feedback, resolving operational deficiencies and implementing action plans where SLAs are not met by either ISV or the client.
• Cascade formal client surveys to the clients to solicit feedback
• Establish strong relationships with the client and seek out retentive opportunities as well as new opportunities, assisting the Business Development Manager.
• Be dealing with various product types, including conventional bonds, structured finance, project finance, syndicated loans, infrastructure finance, project bonds, Islamic finance and escrows.
• Be required to service transactions mainly focusing on, amongst others, the role of paying agent/fiscal agent/ escrow agent/custodian/account bank/cash manager/facility agent/security agent as well as dealing with amendment requests to existing transactions which will require co-ordinating comments with external counsel and peers.
• Be responsible for working closely with the Transaction Managers to ensure the smooth on-boarding of new transactions and effecting a successful take-over from the relevant Transaction Management teams for post-closing administration.
• In addition to having full deal oversight, be also be required to manage the non-operational aspects of these deals along with the Transaction Manager. This will include the deal closing process (including conditions precedent/subsequent matters); the managing of amendments, waivers and consent with internal and external parties (including client, lenders and counsel); managing internal processes (such as annual client reviews, internal escalation for problem/defaulted deals); and acting as a focal point for deal issue escalation
• Working closely with Client Services teams in other ISV offices on transactions, as appropriate. The Jobholder is expected to create a trusted partnership with the various other Client Service teams within ISV in order to maintain a high level of collaboration
• Provide operational support and assistance (for the client portfolio) on any related issues to the Centre of Excellence (CoE) teams in Malaysia and India, and act as an escalation point for local management.
• Weekly monitoring of new transactions (mandates/bids) to ensure any operational issues can be flagged in advance of on boarding.
• Ensure we enhance, enrich and deliver a smooth on boarding experience for the client. Ensure coordination with all internal stakeholders to ensure all on boarding requirements are being delivered on schedule.
• Review any non-core product or service requirements requested by the client and assess operational viability.
• Completion of all Business Risk Reviews (BRR’s) on a monthly basis in a timely and accurate manner
• Work closely with our Business Development Team to accompany and enhance the quality of our sales pitches
• Ensure Treating customers fairly principles are adhered to at all times
• Identify process/technology improvements for clients which will benefit client experience
• Establish and maintain networks for co-operation with other HSBC businesses, to support the creation of solutions to client needs that span geographical/product boundaries and regulatory environments

Requirements

TO BE SUCCESSFUL IN THE ROLE, YOU SHOULD MEET THE FOLLOWING REQUIREMENTS:

• Previous experience in a comparable role within Issuer Services/Capital Markets, Client Services
• Strong networking and presentation skills required to build and enhance client relationships
• Strong client network in the MENAT market would be a preference
• Strong system and modelling skills
• Proven ability to communicate with several teams on a daily basis both locally and globally.
• Ability to multi-task and manage frequently changing priorities.
• Sound understanding of legal documentation governing roles/products supported.
• Graduation degree is a must – to secure a UAE Visa and Work Permit
  For further details and application information please visit our careers site, searching under reference number 0000K3QF.
  You’ll achieve more at HSBC.
  HSBC is 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. Personal data held by the Bank relating to employment applications will be used in accordance with our Privacy Statement, which is available on our website.
  Issued by The Hong Kong and Shanghai Banking Corporation Limited.

In this role, you will:

• Build effective customer relationships ensuring that Issuer Services (ISV) requirements are fully understood by the client and in turn client requirements, industry developments, and competitor information is articulated within ISV. This will involve liaison with the Global Relationship Managers and client visitation.
• Visit a minimum of top 5 clients on an annual basis with a stretch target of 10. Client visitation schedules to be in place and tracked. For certain key clients’, visits to be on a more frequent basis.
• Monitor adherence to service level agreements, collating data, providing feedback, resolving operational deficiencies and implementing action plans where SLAs are not met by either ISV or the client.
• Cascade formal client surveys to the clients to solicit feedback
• Establish strong relationships with the client and seek out retentive opportunities as well as new opportunities, assisting the Business Development Manager.
• Be dealing with various product types, including conventional bonds, structured finance, project finance, syndicated loans, infrastructure finance, project bonds, Islamic finance and escrows.
• Be required to service transactions mainly focusing on, amongst others, the role of paying agent/fiscal agent/ escrow agent/custodian/account bank/cash manager/facility agent/security agent as well as dealing with amendment requests to existing transactions which will require co-ordinating comments with external counsel and peers.
• Be responsible for working closely with the Transaction Managers to ensure the smooth on-boarding of new transactions and effecting a successful take-over from the relevant Transaction Management teams for post-closing administration.
• In addition to having full deal oversight, be also be required to manage the non-operational aspects of these deals along with the Transaction Manager. This will include the deal closing process (including conditions precedent/subsequent matters); the managing of amendments, waivers and consent with internal and external parties (including client, lenders and counsel); managing internal processes (such as annual client reviews, internal escalation for problem/defaulted deals); and acting as a focal point for deal issue escalation
• Working closely with Client Services teams in other ISV offices on transactions, as appropriate. The Jobholder is expected to create a trusted partnership with the various other Client Service teams within ISV in order to maintain a high level of collaboration
• Provide operational support and assistance (for the client portfolio) on any related issues to the Centre of Excellence (CoE) teams in Malaysia and India, and act as an escalation point for local management.
• Weekly monitoring of new transactions (mandates/bids) to ensure any operational issues can be flagged in advance of on boarding.
• Ensure we enhance, enrich and deliver a smooth on boarding experience for the client. Ensure coordination with all internal stakeholders to ensure all on boarding requirements are being delivered on schedule.
• Review any non-core product or service requirements requested by the client and assess operational viability.
• Completion of all Business Risk Reviews (BRR’s) on a monthly basis in a timely and accurate manner
• Work closely with our Business Development Team to accompany and enhance the quality of our sales pitches
• Ensure Treating customers fairly principles are adhered to at all times
• Identify process/technology improvements for clients which will benefit client experience
• Establish and maintain networks for co-operation with other HSBC businesses, to support the creation of solutions to client needs that span geographical/product boundaries and regulatory environment