AVP - Client Services

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)

This role is also responsible for professionally managing assigned client relationships and offering premium level of customer service and ensuring high level of customer satisfaction along with the related operational aspects.

Principal Accountabilities:

Key activities and decision making areas

Impact on the Business

• Manage assigned Custody Services clients through responding to their queries, provide complete and clear information within a turnaround time of 24 hours (or earlier as agreed with the client).
• Build a trusted advisor status with key client contacts via proactive client engagement demonstrating market expertise and an understanding of the client relationship.
• Analyse the trend of client queries and suggest improvements to existing processes to avoid follow up queries.
• Work on completion of business proposals, due diligence documentation and SLA's and ensure timely submission to customers.
• Reviews regular client contacts to monitor on-going level of satisfaction with services, and aim to resolve any outstanding issues and address client feedback on service and operations
• Provides inputs to the team and Vice President Direct Custody & Clearing on customer needs and trends in the market, which are commercially viable in order to enable product enhancement thus catering to customer needs.
• Keeps up-to-date on all the services and products the customers are utilising from HSBC, and issues, inquiries or requests that were raised, in order to ensure awareness of the customer.
• Ensure client invoices are generated on time and outstanding fees are followed up on a regular basis.
• Manage the account opening and setup process for all clients including Global Custodians/ Foreign Investors while ensuring everything is in alignment with internal audit, compliance and regulatory requirements and HSBC standards.
• Review documents and obtain regulatory approval acting through Compliance teams.
• Periodically update client in case of missing/unauthenticated documentation or delay in obtaining regulatory approval.
• Liaise with operations team to open the accounts within the agreed timeline, and in setting up GHSS tariffs and SWIFT reporting.
• Obtain all required custody related documents, such as authorized signature list, reporting set up and frequency, POA's, standing instructions and fax indemnities.
• Maintain a central database of all accounts opened with details of relationship counterparty, GHSS Codes, SI's, Subscription fees and discounts.
• Maintain client mandate files which include Custody Agreement, Tariff schedule, authorized signatories for cash and trading, POAs, SLAs/ OMs, operational summary sheet and overall communication summary), standing instructions, fax indemnities, KYC, World Checks, CMA approvals and account opening checklist.
• Maintain and update as needed an operational summary sheet for each client which should list accounts opened, customer number, contact list for settlements. Documentation/FX cash management/ authorized , reporting requirements and address details and any standing instructions in place

Qualifications / Experience (
For
the role
– not the role holder. Minimum requirements of the role.)

Qualifications:

• Bachelor's degree in Business Administration, Finance, Banking or a related major field of study is required

Experience:

• 2 -7 years of relevant experience with at least 1 year in a similar role
• Experience in the banking sector within the region with a focus on client relationship management or within Securities Services field is preferred