Global Client Exits Business Manager
HSBC Group
London, England
12d ago

Description

Role Title : Global Client Exits Business Manager

Business : Operations

New or Existing Role : Replacement

Role Purpose

  • The overall objective of the Global Exits Business Manager is to facilitate and assist with the execution of Client exits globally on behalf of the GB&M Business, Global Standards and the Client Selection Committee (CSC) / Secretariat.
  • The CLM Exits Business Manager will be part of the functional Exits team and will be responsible for the following main outcomes :
  • Assisting Exit Management team for Run the Bank’ operations - Work closely with senior Business Managers & Stakeholders and Functional Heads to ensure that the service meets agreed PLA's.
  • Ensuring, through the design and maintenance of a robust service proposition, that the off-boarding offering can be delivered to meet the needs of the GB&M business and supporting functions
  • Maintaining the standards and best practice against which off-boarding will operate and providing local support and oversight as required
  • Assisting the design and execution plan for any service expansion to be rolled out in a controlled and consistent manner to facilitate off-
  • boarding - in line with other dependencies such as the Global Commercial review and Global Standards etc

  • Ensuring good quality management information is available to the customers of the service and act as point of aggregation for all exit related issues / initiatives
  • Coordinate with Client Exits Team and product teams as required to mitigate and identify barriers to exit, managing long dated trades where contractual obligations exist
  • The role holder is required to proactively assistall exits identified and are correctly tracked in the downstream systems
  • The jobholder will be responsible for the delivery of high standards of service, at the same time ensuring that all internal standards requirements are met in full.
  • As such, the role holder will be required to be involved in a significant number of relationships with internal stakeholders across Global Banking and Markets, Legal, CMB, Risk as well as HTS GBM & HTS including Business Heads, COO’s, Heads of Sales, Product Heads, Sales & Relationship Management teams & Country Heads (CEOs).

    Impact on Business

  • Assisting and maintaining the Global exits off-boarding framework and embedding the standards to proactively improve. On-
  • going monitoring and testing of the framework to ensure it meets Business needs and remains robust. Ability to improve the framework where it doesn’t meet requirements

  • Operationalise design theory into a Global Run the Bank’ exits capability bound with robust governance and aggressive SLA’s
  • Assist with the design of the strategic service footprint working collaboratively with the Business and the CMG team understanding dependencies (regulatory and others) to ensure Business needs are met
  • Continue to seek opportunities to improve cost efficiencies whilst maintaining and improving service levels against agreed SLA's
  • Ensuring Regional CMG Heads, Regional CM Heads and the Business are furnished with the relevant operational, management and strategic MI on a periodic basis as agreed with them
  • Customers / Stakeholders

  • Represent CLM, Clients Exits to all GB&M stakeholders
  • Stakeholder / Relationship Management - Own and manage the interface to Business sector stakeholders
  • Responsible for the development and production of accurate, useful and timely MI reporting to monitor and report progress & highlight issues.
  • Continue to seek opportunities to improve cost efficiencies whilst maintaining and improving service levels against agreed PLA's
  • Leadership & Teamwork

  • From an off-boarding perspective the role is assist in ensuring the framework is embedded and utilized.
  • Working with the CLM Service Management Team ensuring the overall functional objectives are delivered and building strong relationships within the team
  • Assisting with the development of a culture of meritocracy, high performance standards and high achievement amongst our people
  • Providing support, guidance and coaching to the CLM Service Management Team
  • Operational Effectiveness & Control

  • Understand, follow and demonstrate compliance with all relevant internal and external rules, regulations and procedures that apply to the conduct of the business, specifically Internal Controls and any Compliance policy including, inter alia, the Group Compliance policy.
  • Maintain HSBC Internal Control standards, including the timely implementation of internal and external audit points together with any issues raised by external regulators.
  • Be aware of the Operational Risk scenario associated with your role and act in a manner that takes account of operational risk considerations.
  • Enable the GB&M business to understand the true cost of off-boarding a client and provide support to enable this cost to be managed when required
  • Internal cost controls drive efficiencies across the internal organization
  • Major Challenges

  • There are significant inconsistencies across the globe in terms of how clients are off-boarded. There is a distinct need for major transformation including changing culture and behaviors to embed the changes required
  • It is not expected that a one-size-fits-all service will be acceptable to the Business. The role-holder will need to actively work with the Exit Management team and provide assistance to Business areas / product teams and country heads to agreea service framework that meets their needs but is cost effective and embeds the controls that HSBC requires
  • Management information to support the process is disparate and will require the role holder to consider a variety of innovative solutions to bring the MI together into meaningful data about the off-boarding process
  • Role Context

  • GBM Onboarding & Client Management Services for Global Banking & Markets is responsible for global client onboarding and the on-
  • going management, standards & oversight of related due diligence & maintenance activities through the full client lifecycle with HSBC on behalf of Global Banking & Markets both as a customer group and product provider.

    It takes full account of costs, customer service, control & regulatory requirements to oversee delivery of high quality due-

    diligence and client service & process excellence across each onboarding function (Credit due-diligence, Client Documentation negotiation, KYC & Client Identification due-

    diligence, and Client Data) delivering an integrated global service to the business.

  • A team of Client Management specialists operate as a globally consistent function managed out of the Regional hubs (London, Hong Kong, New York) with team members employed locally across the GBM priority markets and selected other locations to provide GBM with a single framework, governance & accountability for client onboarding & life-
  • cycle management of related due diligence & maintenance activities. Off-shore & near-shore support will be sourced from Global Service Centres in Bangalore, Kolkata, Krakow, Kuala Lumpur, Manila & additional sites as determined.

    Management of Risk

  • The CLM Exits Business Manager will assist in continually reassessing the operational risks associated with the role and inherent in the Business, taking account of changing economic or market conditions, legal and regulatory requirements, operating procedures and practices, management restructurings, and the impact of new technology.
  • This will be achieved by ensuring all actions take account of the likelihood of operational risk occurring.
  • This will be further enhanced by addressing any areas of concern with the appropriate department.
  • Observation of Internal Controls

  • The CLM Exits Business Manager will assist in continually reassessing the operational risks associated with the role and inherent in the Business, taking account of changing economic or market conditions, legal and regulatory requirements, operating procedures and practices, management restructurings, and the impact of new technology.
  • This will be achieved by ensuring all actions take account of the likelihood of operational risk occurring.
  • This will be further enhanced by addressing any areas of concern with the appropriate department.
  • Role Dimensions

  • Providing the best available service to the Business whilst continuously looking to maximise our service proposition. This will involve understanding the Business's strategies regarding new products / client sectors being targeted.
  • Qualifications

    Knowledge & Experience / Qualifications

  • Strong Client facing and leadership skills with the capability to develop the solutions driven, high energy characteristics necessary to support the Group’s wholesale businesses
  • A delivery-focused mindset
  • Excellent interpersonal skills with the ability to build and maintain Global and Regional relationships at all business levels
  • Good business and operational experience good candidates are likely to have strong relationship management, risk or operational skills and be change friendly’
  • Strong strategic thinking skills and the capability to deliver a large change program whilst also managing an important, growing client facing run the bank’ service
  • Solid planning and organizational skills, with a proven ability to prioritize competing demands and communicate this effectively
  • Strong leadership and management ability, with good employee motivation skills
  • Strong collaborative management skills with the many internal stakeholders
  • Experience of working in a highly-matrixed environment, and accustomed to bridging the gap between disparate organisations and cultures
  • Possesses very strong interpersonal skills
  • Excellent influencer and negotiator with good stakeholder management skills
  • Proven ability to prioritise competing demands
  • Exceptional organizational, planning and management skills
  • Proven business and operational experience, with a strong client service record
  • Able to articulate a challenging strategic vision and motivate people to achieve this
  • As a business operating in markets all around the world, we believe diversity brings benefits for our customers, our business and our people.

    This is why HSBC is committed to being an inclusive employer and encourages applications from all suitably qualified applicants irrespective of background, circumstances, age, disability, gender identity, ethnicity, religion or belief and sexual orientation.

    We want everyone to be able to fulfil their potential which is why we provide a range of flexible working arrangements and family friendly policies

    We are an equal opportunity employer and are committed to creating a diverse environment.

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