Client Management Manager

About the Role

HSBC Saudi Arabia is seeking a Client Management Manager to lead the Client Management team. This full-time position is based in Al Dar Al Baida District, Riyadh, Saudi Arabia, and requires 2-5 years of experience. The role focuses on onboarding institutional clients across Brokerage, HSS, and Investment Banking, managing high-profile clients, and ensuring compliance with local regulations and internal policies.

Role Context and Responsibilities

The Client Management Manager will be responsible for leading the onboarding process for institutional clients, including Sovereign Wealth Funds, government entities, and global custodian banks. This involves acting as the primary operational contact for clients, coordinating with internal stakeholders such as Product, Legal, Risk, and Compliance, and ensuring adherence to Capital Market Authority rules and HBSA's AML CDD policies. The role also includes making risk-based decisions regarding CDD and managing client Financial Crime Risk Ratings and refresher processes.

• Lead all onboarding requests for GBM relationship and product teams, serving as the operational point of contact for clients.
• Act as the interface between the HSBC SA Middle Office, product teams, and clients for onboarding and ongoing KYC refreshers.
• Coordinate the collection of additional information from clients to support downstream Middle Office functions.
• Build and maintain relationships with shared services, Front Office, IT, Legal, and Compliance.
• Provide support for complaints management within the GBM business.
• Coordinate regular meetings with internal stakeholders to discuss service levels and turnaround times.
• Lead discussions and negotiations with clients alongside the HSBC SA Legal team.
• Develop and maintain a GBM client tracker, including KYC refresher dates.
• Ensure team members perform duties in line with agreed procedures and assist with projects as agreed with COO GBM.

Key Performance Indicators

• Meeting deadlines and completing work on time to the required standard.
• Processing work according to established procedures.
• Responding to relevant queries without referral or escalation.
• Maintaining and accurately updating files and records.
• Adhering to procedures related to confidential information.
• Ensuring a conclusion is reached for risk items by the appropriate function during onboarding.

Stakeholder Engagement and Operational Control

The role requires leading communication with both internal and external clients to facilitate an efficient onboarding process. This involves cultivating strong working relationships across product lines within GBM and with functional teams, focusing on delivering fair outcomes for the end user. The manager will also contribute to improving customer service and operational effectiveness by adhering to HSBC policies and procedures, applying administrative standards, and promptly raising concerns about potential issues.

Leadership and Internal Controls

The Client Management Manager will support the achievement of HSBC's vision, values, goals, and culture. This includes taking personal responsibility for understanding performance expectations, completing mandatory training, and developing necessary capabilities. The role also involves contributing to team development by sharing knowledge and fostering a productive work environment. Adherence to internal controls, relevant procedures, and timely implementation of audit points, including those from external regulators, is essential. This is achieved by liaising with the Compliance department on new business initiatives and ensuring adequate resources and training are provided.