AVP, Client Services

Role Purpose:
Act as a relationship manager for HSBC Securities Services (HSS) clients,
providing them with quality and timely feedback in a professional manner to
their queries and concerns, and attend to their escalations, to ensure high
service levels in line with client expectations and HSBC best practices.

Principal Accountabilities:
Impact on the Business/Function:
* Strive to continuously provide accurate, precise and the most effective communication with our clients in a timely manner, in order to maximize HSS profitability through maintaining our clients' satisfaction and attracting new relationships.
* Proactively seek to hold regional calls related to client services issues, in order to share best practices and expertise to achieve the overall goal of the coverage model.
* Understand and ensure compliance with all relevant internal and external rules, regulations and procedures that apply to the conduct of the business in which the job holder is involved.
* Following up with clients in order to ensure the payment of outstanding fees, funding and other bank charges.
* Addressing all clients' needs to ensure the retention of our clients' base, and to attract new relationships to HSS Egypt.
Customers / Stakeholders:
* Respond to our clients' queries efficiently on a daily basis.
* Provide our clients with a monthly Trade performance report clarifying details about transactions within HSS.
* Regularly update our clients with market news and updates through writing, reviewing and issuing broadcasts.
* Regularly hold calls with our clients to maintain professional and active relationship and to tackle all clients' needs, and provide updates about the market and HSS operations.
* Send on the spot e-mails or hold calls to communicate any arising issues related to corporate actions, settlement, account opening, FX and any other outstanding issues related to funding our Nostro account.
* Handling new relationships account opening, and liaising with the concerned teams until the client is fully on boarded.
* Regularly communicate with other HSS sites and our clients in order to complete our regulators' required documentation and disclosures.
* Circulate weekly broadcasts to communicate the weekly updated prohibited individuals list received for the Egyptian Exchange.
* Receive and process clients' audit confirmation requests and follow up on the status of the issued certification.
* Regularly update market guide to ensure our clients have an updated manual book available at their end.
* Regularly send taxation calculation spreadsheet to our clients.
* Accurately prepare, update and complete DDQs, RFIs and RFPs received from the clients.
Leadership & Teamwork:
* Working closely with colleagues regarding settlements, corporate actions, FX, billing and account maintenance and opening.
* Actively communicate with line manager to seek guidance upon introducing new ideas and developing existing tasks, and escalating cases to senior management whenever required.
* Collaborate with colleagues to share knowledge, information and ideas to elevate the overall level of performance.
* Uphold the highest level of integrity and ensure strict adherence to core standards and behaviors, acting as a role model for all HSBC values and business principles.
* Provide coaching and guidance for new colleagues joining client services team
* Update HSS co-workers with market news and updates.
Operational Effectiveness & Control:
* Maintain an updated task list and highest level of efficiency in performing tasks, in order to ensure delivering the job requirements accurately and on a timely basis.
* Manage to report operational risks, potential and actual losses related to HSS area.
* Consistently report HSS operational risks and losses through operational risk summary losses and complaints reporting locally and regionally to share best practices that provide mitigation of risks and losses.
* Coordinate to ensure that all procedures and Desk Instruction Book (DIB) documents are consistently updated and in place for all HSS staff.
Requirements
Qualifications:
* University graduate with at least 5yrs banking experience.
* Power Point capability.
* Proven ability to deliver job requirements with maximum accuracy, precision and effective time management.
* Proven ability to efficiently work with Microsoft office programs (Excel, Power Point, Word) and specially Excel being completely able to use various equations.
* Excellent analytical and reporting skills.
* Knowledge of related industry and market in Egypt.
* Advanced understanding of risk management and risk mitigation.
* Flexible to work under various working conditions
* Open to learning new tasks and developing existing ones and to communicate relevant knowledge and experience with others.
* Communication skills
* Negotiation skills.
* Perfect command of English Language