Senior Client Services Manager - Clearing & Settlement Operations

Responsibilities

• Responsible for leading and managing the client-facing operational support functions across the trade lifecycle for complex financial products. This senior role requires a minimum of 8-10 years of highly specialized experience in trade support and client relationship management, focusing heavily on Equity Derivatives, Structured Products, and Private Banking OTCs. 
• Ensure the delivery of exceptional service quality, effective management of client inquiries and escalations, and seamless operational communication between the Bank and its sophisticated client base.
• Ensure absolute accuracy and timely delivery of all client-facing trade documentation, including confirmations, statements, and settlement instructions related to derivatives and structured products
• Oversee the transparent communication of fees, charges, and value adjustments resulting from trade or settlement discrepancies. |
• Act as the primary senior escalation point for sophisticated institutional and private banking clients regarding complex trade discrepancies, settlement failures, lifecycle events, and operational inquiries.
• Proactively manage client expectations and communication, especially during critical operational periods (e.g., system migrations, black-out dates, or regulatory changes).
• Develop and maintain strong operational relationships with key clients and counterparties to ensure mutual understanding and swift resolution of issues
• Monitor and enhance the service level provided by the Client Trade Support team, aiming for best-in-class operational client experience. 
• Design, implement, and manage efficient client inquiry handling processes and escalation procedures, ensuring timely and definitive resolution (First Contact Resolution where possible)
• Ensure seamless integration and communication between the Client Trade Support team and the internal Trading, Middle Office, and Back Office settlement teams to provide consolidated answers to clients
• Utilize data analytics to identify recurring client pain points and drive upstream process improvements to reduce client inquiries and operational friction.
• Provide strategic leadership and mentorship to the Client Trade Support team, focusing training on product expertise (derivatives/structured products) and superior client communication skills
• Monitor team workload, performance metrics (e.g., response time, resolution rate), and service quality standards. · Foster a client-centric culture within the operations team
• Comply with all applicable regulations, rules, codes, guidelines and standards set by regulators and the Bank, and carry out duties with high integrity
• Adhere to all established risk control guidelines, procedures and measures, ensuring all client communication (verbal and written) meets regulatory standards, particularly regarding disclosure and data protection
• Manage the reputational risk associated with operational failures or service delivery issues. 
• Align the client service strategy with the Bank’s business goals for client retention and revenue growth through excellent operational support.

Requirements

• Degree Holder, preferably major in Finance, Economics, Business Administration (with a concentration in Finance), or a related field.
• Minimum of 8-10 years of experience in client-facing service roles, Client Service Operations, or client relationship management roles within capital markets or corporate banking with demonstrable exposure to complex financial product service issues.
• Knowledge of the entire trade life cycle, settlement mechanics, and operational complexities associated with Equity Derivatives (including settlement and reconciliation), Structured Products (e.g., Linked Deposits, Structured Swaps, OTC Derivatives), FX, and investment assets
• Comprehensive understanding of banking regulations (local and international) related to these products.
• Good command of both spoken and written English and Chinese, including Cantonese