Custody Client Services
Headquartered in London and one of the largest banking and financial services organisations in the world, HSBC is looking for a Custody Client Service Officer to join their Security Services
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. Performance in this key area is reflected via internal and industry surveys and any perception of deterioration in client service will have a significant impact on both business retention and the ability to win new business.
Custody Client Service Officer responsibilities:
- Provide response to queries within agreed SLA, ensuring all queries are logged onto etrac/Qtrac
- Develop a comprehensive understanding of HSS’ clients and to assist the Account Manager in identifying business development and growth opportunities for our non-strategic client base
- To act as an ambassador for HSS global custody
- Working with HSS Custody Operations to enhance service quality
- Ensure the effective implementation of service improvement initiatives on an on-going basis in response to clients’ needs
- To ensure MI and query management tools are utilised effectively to drive both internal and external service and process improvements
- Maintain a NPS level of 8 or above
- 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
- To co-ordinate HSS projects through to completion.
Custody Client Service Officer 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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