IWPB Client Services Manager

Within International Wealth and Premier Banking, we serve 41 million customers globally, including 6.7 million who are international, from retail customers to ultra-high net worth individuals and their families. We help our customers look after their day-to-day finances and manage, protect and grow their wealth. The International Wealth and Premier Banking Chief Operating Office supports the business to deliver exceptional customer journeys and increase efficiency across our global network. We support the business through effective governance, financial and risk management, transformation, and operational management, ensuring that all International Wealth and Premier Banking business units and markets have the right capabilities and procedures to compete effectively and grow safely. We work in an agile manner and at pace, partnering with teams in Technology and Digital Business Services to bring innovative, digital-first solutions to our customers. 

People Responsibility: No

Reports To: KYC Operations Manager 

Role Purpose

1. Manage the customer due diligence experience, expectations and communications following referral / engagement by the Relationship Manager (RM). Coordinate the customer due diligence activity, including the collection of required documentation (evidence) and client information and customer outreach, to fully execute Know Your Customer (KYC) / Client Due Diligence (CDD).

Job Contents

1. Outreach, oversee and prioritise high-value customers and urgent escalations such as blocked accounts, complex queries and remediation cases, ensuring timely and accurate resolution.
2. Maintain high standards for every customer interaction by monitoring case status, reviewing aged items, and delivering feedback to drive continual improvement.
3. Use MI and feedback (including NPS, customer comments and complaints data) to identify trends, recognise successes, and coach for performance improvement.
4. Strengthen complaint management by owning end-to-end logging, investigation, and resolution, and escalating product or system issues appropriately.
5. Build strong relationships with stakeholders (e.g. RMs, KYC Ops, Transformation, Compliance, Risk, IT etc.), providing expertise and prompt issue resolution.
6. Oversee and ensure professional communication and effective follow ups to support customers through KYC and CDD.
7. Manage quality assurance reviews, benchmarking and consistency checks to uphold high standards of customer interaction and compliance.
8. Proactively escalate service risks, errors or systemic issues, keeping stakeholders informed and protecting HSBC’s reputation.

Skills Requirements 

1. University degree or equivalent and relevant professional qualifications preferred.
2. Strong negotiation and influencing skills with the ability to manage difficult conversations with challenging customers including handling complaints.
3. Proven success in embedding process improvement against challenging targets.
4. Strong English spoken and written communication skills
5. Works well in a team, proactive, and willing to learn.
6. Ability to work well under pressure with high degree of accuracy.
7. Familiar with banking procedures, such as SOP, DIM, operation systems
8. Sufficient MS office and well communication skill.
9. Prior financial crime on KYC/CDD/FATCA/CRS related knowledge/experience a plus
10. Proven track record of strong focus towards high levels of Quality and Customer Service
11. Advanced stakeholder management and communication skills, with the ability to influence, negotiate and collaborate across functions and regions.
12. In-depth knowledge of KYC, CDD, AML and regulatory compliance requirements.
13. Strong analytical and MI skills; ability to interpret data and make actionable recommendations.
14. Strong prioritisation and organisational ability, able to manage high volumes and competing deadlines in a fast-paced environment.

License/Qualification Requirement

License of 銀行內部控制與內部稽核測驗 Proficiency Test for Bank Internal Control and Audit is a plus.