Role Purpose
The Client Onboarding and Client Change function is a cross product function within Market & Securities Services (MSS). The team focuses on client changes and client transitions. The function ensures collaboration across the different teams that need to be part of the process to onboard clients and deliver Client Change into Securities Services.
The Project Manager for Client Onboarding and Client Changewill work closely with the Client Onboarding team and will be responsible for managing projects that translate a sales mandate / new business opportunity, into an operational client account through end-to-end management of the onboarding process in APAC & MENAT. Responsibilities will include the following aspects of the client onboarding process:
. Client Focus: Facing off and building relationships with the client base, and where required acting as a point of contact for new onboarding related requirements, and ensuring clients have transparency with respect to the status of onboardings.
. Internal Partner Coordination: Building strong relationships with internal partners, such as Sales, Client Management, Operations, Product and Technology, in order to facilitate client timelines, and continue to improve processes facing off to clients supporting the onboarding and delivery of client activities under the AOM sector.
. Support overall Programme Management -Support the team to deliver end to end project/ programme management accountable to client and business owners. Responsible for the delivery of the client onboarding in a timely manner, ensuring transparency on risks / issues / dependencies, and ensuring timely decisions.
The role holder will ensure consistency of the client experience across multiple locations ensuring timely and transparent communication.
The role will work closely with both the Product Delivery teams and other functional delivery teams ensuring relevant processes and governance is in place.
Key Responsibilities
Impact on the Business
- Drive the successful delivery, providing end-end project ownership, planning and collaboration with internal and external stakeholders, and post implementation support for client onboarding activities
- Support face off to clients ensuring a consistent client experience for all locations
- Maintain detailed and pragmatic project plans including identification of the critical path for complex changes
- Ensure an effective and appropriate project governance structure is in place and applied
- Challenge the status of risks / issues to ensure the appropriate mitigation / remedial plans are in place
- Identify, capture, understand, communicate and regularly assess the major risk and issues associated with key deliverables in line with the governance structure
- Understand and manage the interdependencies of changes both internally and externally
- Manage changes to scope of deliveries, identify potential crisis, and devise contingency plans
Customers & Stakeholders
- Manage client relationships and expectations by developing and executing a communication process to keep others up-to-date on project or change status
- Build, develop and grow any business relationships, both internally / externally, to aid delivery of the programme
- Liaise with colleagues in other locations to ensure that Product Delivery standards are implemented across the Locations
Leadership & Teamwork
- Liaise with Product, Operations and IT teams as appropriate to ensure any deliverables dependent on these functions are on track to complete in line with agreed timeframes
- Support, drive, coordinate to ensure change requirements are appropriately gathered, documented and signed off
- Encourage a positive working environment across disciplines and teams, resulting in stronger alignment
- Identifies opportunities for improvements and suggestions for change
Operational Effectiveness & Control
Develop best practices for change project execution and management
Management of Risk (Operational Risk / FIM requirements)
Is aware of the Operational Risk scenario associated with the role and acts in a manner that takes account of operational risk considerations for clients globally.
Observation of Internal Controls (Compliance Policy / FIM requirements)
- Maintains HSBC internal control standards, including timely implementation of internal and external audit points together with any issues raised by external regulators. Understands, follows and demonstrates compliance with all relevant internal and external rules, regulations and procedures that apply to the conduct of the business in which the jobholder is involved, specifically Internal Controls and any Compliance policy including, inter alia, the Group Compliance policy.
Knowledge & Experience / Qualifications
- Experience in the Finance and Banking industry environment (e.g., Asset Mgmt., Hedge Fund, Fund administrator, brokerage house, custodian, investment bank, Insurance sector etc.) together with business project management experience
- Knowledge of Middle Office Outsourcing for Asset Managers in the context of an Asset Servicing provider is a must.
- Experience in senior client facing communication
- Strong written and verbal communication skills in English
- Strong project management, organizational and time management skills. Ability to focus, mobilise a team to help attain an end goal
- Ability to work in a high-pressure environment, working in a matrix environment and delivering results
- Flexibility in approach, and the ability to show initiative and respond quickly to changing situations
- Ability to manage ambiguity and work to bring clarity by effectively engaging clients or partners
- Excellent 360-degree communication skills and interpersonal skills
- Positive can do attitude
- Results-focused, and driven with an inquisitive mind-set that follows through on all aspects of complicated workflow
- Structured approach to programme and project management including promoting and ensuring adherence to the project management framework defined by MSS
- Excellent attention to detail, with ability to communicate to different levels of audience
Ability to execute role with a high level of autonomy while being mindful of when to seek guidance and approval
