Client Management Manager

About HSBC Saudi Arabia

HSBC Saudi Arabia provides investment banking services to a diverse range of corporate and institutional clients within both the private and government sectors. This includes public and private companies, funds, government agencies, and family businesses and offices.

Role Purpose

The Client Management Manager leads the Client Management team, which is responsible for the onboarding of institutional clients across Brokerage, HSS, and Investment Banking. These clients are often high-profile, ranging from local and regional Sovereign Wealth Funds to significant local Government entities and international global custodian banks and broker-dealers. The role requires effective communication and management of these clients throughout the onboarding experience, while also engaging with senior stakeholders internally across Product, Legal, Risk, and Compliance within HBSA. The job holder must be proficient in local Capital Market Authority rules and regulations, as well as HBSA's internal AML CDD policies and procedures, and capable of making risk-based decisions regarding CDD and policy application. This role is full-time.

Key Responsibilities

• Lead all onboarding requests for GBM relationship and product teams, acting as the operational point of contact for clients regarding onboarding requirements.
• Serve as the interface between the HSBC SA Middle Office team, relevant product teams, and clients for onboarding and ongoing KYC refreshers.
• Coordinate the collection of additional information from clients to support downstream HSBC SA Middle Office functions.
• Build and maintain relationships with internal stakeholders including shared services, Front Office, IT, Legal, and Compliance to enhance client experience.
• Provide support for complaints management within the GBM business.
• Coordinate regular meetings with internal stakeholders (*, Middle Office, Compliance, Legal) to discuss service levels and turnaround times.
• Lead discussions and negotiations with clients in conjunction with the HSBC SA Legal team.
• Act as a coordination point with HSBC and SABB RM and product teams for client onboarding and reviews.
• Develop and maintain the GBM client tracker, including KYC refresher dates.
• Ensure team members (Client Management analysts) perform duties in line with agreed procedures.
• Assist with other projects as agreed with the COO GBM.

Operational Effectiveness and Control

• Contribute to improvements in customer service, quality, and team collaboration.
• Adhere to HSBC policies, procedures, and control requirements, escalating concerns promptly.
• Apply administrative policies and standards to tasks, ensuring high quality, effective risk management, and regulatory compliance.
• Ensure clients are assigned the correct Financial Crime Risk Rating to drive refresher processes and enable AML/Sanctions screening and monitoring.
• Ensure refreshers are completed on time and client notifications are sent within regulatory timelines to mitigate reputational, regulatory, and financial risks.
• Implement robust controls around internal procedures, focusing on ongoing process improvements, capacity creation, and cost reduction.
• Play a key role in activities associated with Minerva and the Group.

Leadership and Teamwork

• Support HSBC's vision, values, goals, and culture through personal behavior and decision-making.
• Take responsibility for understanding performance expectations, completing mandatory training, and developing necessary capabilities.
• Contribute to team development and success by sharing knowledge and collaborating to foster a productive and supportive work environment.

Required Attributes and Performance Standards

• Ability to meet deadlines and complete work to the required standard on time.
• Work processed accurately according to established procedures.
• Capability to respond to relevant queries without referral or escalation.
• Effective communication of escalated queries with sufficient context and background.
• Accurate maintenance and updating of files and records.
• Adherence to procedures related to confidential information.
• Diligence throughout all aspects of the onboarding process.
• Ensuring risk items reach a conclusion by the appropriate function or product partner during onboarding.