Head, Cash Client Service, HK

Job Summary

•    The Head, HK Cash Client Service, is accountable for the client delivery outcomes and the team’s overall performance within his/her remit.
•    Responsible for delivering high quality Client Service to all clients in the country, providing a differentiated experience for top tier clients
•    Lead collaborative partnership across the Bank by working closely with Sales, Operations, Product and other internal Service Partners to ensure consistent and seamless client service execution.

Job Responsibilities

•    Build a high performing country team of Client Service teams to drive exceptional client service satisfaction and successful delivery of the bank’s client servicing proposition.
•    Develop and implement best practices to drive positive client experience and proactively lead operational efficiency efforts and process improvements.
•    Lead and support mindset change, building a culture of client centricity, agility, and accountability through standardised metrics and measurement.
•    Track service performance and ensure performance targets are always met; work with Team Leads to define action plan where needed.
•    Ensure that systems capabilities, infrastructure and processes are adequately provisioned to meet day to day requirements. Work with relevant internal partners to address gaps as applicable.
•    Maintain pulse checks on thematic issues impacting clients and ensure these are funnelled to the Regional Head, Transaction Banking (TB) Cash Client Service  / Client Service COE team to help define strategic action plans.
•    Support the Global Process Owner in reviewing Client Service-related processes ensuring it drives positive client experience, improve productivity, reduce risk and improve controls 
•    Manage adherence to policies including escalation and compliance requirements. Monitor and regularly review procedures and controls to ensure they reflect changes in process, products, polices and regulations.
•    Establish understanding of the Corporate and Investment Banking (CIB) and TB Cash business strategy and leadership expectations, ensure client servicing standards are met or exceeded.
•    Ensure thematic country client issues are appropriately captured and are raised to the relevant client experience for effective resolution.
•    Ensure appropriate team capacity management to align with business and portfolio changes, engage with the Regional Head, TB Cash Client Service to address any resourcing challenges
•    Deliver service process improvements to meet efficiency goals and drive business growth through improved client experience.
•    Management of any relevant ad hoc projects and strategic initiatives requiring support

Key stakeholders
Internal:   
•    TB Sales
•    TB COO
•    TB Product
•    GAM / FAM / RAM/ARMs
•    Product Partners
•    Key functional partners e.g., Technology /PSS, Client Management, Operations (Trade, Cash, FMO etc), Finance, Marketing
•    Function Support teams (Risk, Compliance, Legal)
•    Region / Country Leadership teams

External
•    Clients

Skills and Experience

•    Manage Conduct
•    Risk Management and Internal Controls (SIF)
•    Manage People
•    Business - Strategy and Business Model (SIF)
•    Business - Market Knowledge
•    Business - Products and Processes
•    Business - Business Partnering

Job Requirements

•    Bachelor’s degree in Banking or Finance preferred
•    Ideally 15+ years’ experience in FI / Corporate Banking experience
•    Global Market Instant Management, Client Service and Cash Product experience will be advantageous 
•    Risk & AML certified as stipulated by the Bank policy for the respective role 
•    English and/or local language skills as relevant