HSBC

Client Relationship Manager - HSBC Operations, Services and Technology

HSBC
Full Time
Junior (less than 3 years)
Non-specified
English

Job Description

Client Relationship Manager - HSBC Operations, Services and Technology

Location: Asia Pacific-Hong Kong-Kowloon-Tai Kok Tsui

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.
HSBC Operations, Services and Technology is a pivotal part of the Group, providing essential operational and technical support to our global businesses and helping improve customer service and efficiency. HOST combines global expertise and technology to help keep us ahead of the competition.
We are currently seeking a high caliber professional to join our team as Client Relationship Manager.
Principal responsibilities
  • Establish and maintain relationships with Global Data Services customers ensuring that all current and future service needs are identified and met.
  • Work with across all functions within Global Data Services including Service Delivery, Change Production Support, Business Risk and Control Management, Product, Business Management and Global Change Delivery.
  • Identify, foster and manage key relationships with individuals who represent the business units that are either existing or future potential customers of Global Data Services.
  • Work with Service Delivery to use subject matter expertise and experience to develop services and resolve existing shortfalls in service, ensuring day to day problems are managed and resolved.
  • Work with the Global Change Delivery teams to ensure planned process improvements are in line with customer service needs.
  • Work with Global Data Services management to manage the pipeline of change requests including new business and expansion of the existing shared service offering.
  • Identify potential opportunities to expand the coverage of Global Data Services’ existing services to current and potential customers, make recommendations, and manage the establishment of potential new services.
  • Provide a point of contact for Global Data Services customers as appropriate and manage the customer engagement, interfacing with the other Global Data Services departments as required on their behalf.
  • Represent the customer needs and requirements within Global Data Services ensuring a programme of continuous improvement.
  • Working with Service Delivery, implement tools to manage and track performance against Performance Level Agreements including service reviews, service planning, governance meetings and performance data, ensuring their continuing relevance, and developing action plans and initiatives to address issues as appropriate.
  • Gain and develop continuously a deep and broad understanding of each customer’s business, including their critical pressure points, strategic roadmap, business drivers, potential risks, ensuring their current and potential future requirements are comprehensively understood.
  • Maintain the Global Data Services Service Catalogue, ensuring its ongoing relevance and competitiveness, and that it reflects current product offering

Qualifications

Requirements
  • Comprehensive knowledge and understanding of banking operations and in depth knowledge of reference data management such as instrument management and reference pricing.
  • Proven customer relationship and service delivery management experience within a complex financial services organisation or service provider across multiple product lines and types of business.
  • Keen understanding and knowledge of customer management and service delivery management as it relates to a financial services environment.
  • Well established and demonstrable negotiation and conflict resolution skills with the ability to drive and champion change on behalf of the customer.
  • Demonstrable ability and experience of interacting with various operational and management levels
  • Effective communicator with excellent presentation skills and the ability to influence key decision makers across the Bank.
  • Proven ability to operate under own initiative to promote and market Global Data Services and to identify new customer and service opportunities.
  • Proven ability to work in a pressurised environment and manage continually changing priorities effectively.
  • Proven ability to contribute effectively as a member of a team.
  • Proven experience in problem solving and developing operational solutions to issues.
You’ll achieve more when you join 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.

Technical Skills

  • Customer Service
  • Data Management
  • Futures
  • Process Improvement