Custody Account Manager
Headquartered in London, HSBC. one of the largest banking and financial services organisations in the world, is looking for a Custody Account Manager to join the HSBC Security Services department.
Contribute to the establishment and maintenance of the HSS reputation for service excellence in the Custody and Banking product lines within HSS. Client Service is a key differential feature within the highly competitive custody industry and it is therefore imperative that the highest levels of client service are delivered and maintained.
Contribute to the profitability and growth of the HSS client base by delivering an excellent client service experience and striving to enhance existing institutional relationships through improved service and developing a service model and reputation that attracts new clients.
Custody Account Manager responsibilities:
- Develop a comprehensive understanding of HSS’ clients and to assist the Sector Manager in identifying business development and growth opportunities for our non strategic client base
- To act as an ambassador for HSS global custody meeting key clients and to be an escalation point within Custody for custody related issues.
- Working with HSS Custody Operations to enhance service quality and to ensure that client SLAs are adhered to and that clients experience a high quality and consistent level of service delivery
- Produce and maintain annual client development plans and client profiles working with the client RM and Operations to optimise client business opportunities and operational efficiencies
- Ensure the effective implementation of service improvement initiatives on an ongoing basis in response to clients’ needs
- To assist the client RM and Sector Manager with client presentations and the co-ordination of due diligence visits as appropriate.
- To ensure MI and query management tools are utilised effectively to drive both internal and external service and process improvements
- Analysis of departmental query resolution and tracking system to identify and address trends and areas of development through client education
- Monitor KPI’s to be used in driving client service and service quality improvements
- Monitor service quality feedback from clients, RM’s and Operations against internal and external SLA agreements, client visits and call reports, ensuring effective follow-up to drive service quality issues and required improvements. Perform structured operational service review meetings and produce constructive call reports ensuring all service issues raised are addressed promptly and action points monitored and followed through to clients’ complete satisfaction
- Maintain a NPS level of 8 or above,
- Establish and develop excellent relationships with business contacts through attendance at and participation in planned corporate hospitality events
- Ensure successful service delivery via regular reviews of client account set-up and static data.
- Assist in seeking continued year on year improvement on client service KPIs and client feedback
- Ensure that HSS global custody develops and consistently maintains a premier quality reputation internally and externally in respect of all Client Service functions, progress to be measured through industry sources and surveys
- Act as the escalation point for clients in respect of all operational issues that have not been satisfactorily resolved by the Client
- To co ordinate HSS projects through to completion.
Custody Account Manager skills required:
- Excellent knowledge of global custody and securities services industry
- Experience in both client facing and back office roles
- Team player with good influencing and negotiating skills
- Ability to work in a pressurised environment and manage priorities effectively
- Ability to apply innovative solutions to resolving client demands
- Excellent communication skills
- Excellent standard of written documentation
- Ability to multi-task with minimal supervision
- Excellent time management and prioritisation of work tasks
- Self-motivated, enthusiastic and proven rapid learning capabilities
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