Custody Client Services Analyst

Job description

The Custody Client Services Analyst offers US Custody Client Services to our major affiliate HSS Global Custody (HSS GC) hubs (our Clients), i.e. HSS GC London (HBEU GC) , HSS GC Hong Kong (HBAP GC) and (expected) HSS GC Germany (HTDE GC). The role emphasizes on Client Services related to Corporate Events. The Analyst should manage day-to-day email/phone communication of operational nature and help enhance the client service experience by investigating issues that our Clients face with their Corporate Events (dividends, income, mandatory/voluntary, missing MT564s, missing/incorrect MT566s etc) and by replying to securities and cash client queries, by using the HSS Q-Track query management tool and as within agreed time frames, according to our SLA. Also, the jobholder gets involved in the coordination, monitoring, record keeping and reconciliation of account opening and closing requests. Ensures that MIS, fee billing, as well as any other performance reporting required by HSS GC is dispatched to the appropriate receiving party as per agreed deadline and SLA requirements.It is expected in the near future that the Custody Client Services Analyst will interact with a number of GC underlying clients as well (“FIG75/Strategic Clients”) and will also offer services related to their global custody activity, including cash management and the handling of all types of day-to-day queries for both US and non-US markets.

Principal Accountabilities
· Respond to client queries, vast majority of which will concern Corporate Event issues (verification of Event information / missing-incorrect MT56x messages etc).
· Respond to client queries concerning their custody/settlements activity and cash (unaffirmed / mismatched / failed trades / debit-credit entries investigations).
· Any supporting reports required by direct clients in relation to the above issues are dispatched as per mutually agreed process.
· Coordinates, when needed, the opening and closing of securities accounts and cash accounts (as per HSS GC's request) by acting as a link between the requestor and the US-based account opening teams. Performs monthly account reconciliations.
· Any client documentation required for the Account Admin process and the team's operation, is safekept according to Group procedures and is available for audit inspection at any time.
· Team's procedures/DIMs are up-to-date and procedural/service improvements are suggested.
· Any system changes that require Client Services team's involvement are properly tested in cooperation with Operations staff.
· Any reports required, are delivered to the appropriate stakeholders in a timely manner.
· End of day check-lists are accurate complete.
· Critical issues / complaints are appropriately escalated to local management.

Customers / Stakeholders
· Excellent client service provided to direct clients, with zero complaints. The Client Services team is responsible for investigating corporate event and settlement issues, respond to client cash inquiries and market questionnaires and respond to ad hoc requests, thus contributing to the establishment and maintenance of HSBC's reputation for service excellence in Custody.
· Active involvement in client visits & service reviews
· Actively supports Line Manager, when needed, with any supporting documents required for client visits/service reviews
· Cooperates with HSS DCC Operations and Business Support teams whenever required, as well as HSS GC teams, for the resolution of client queries and issues

Leadership & Teamwork
· Create a working relationship of trust with all Client Services and DCC staff members
· Ensure that new Client Service Analysts receive the appropriate training

Operational Effectiveness & Control
· No Audit findings.
· Annual Business Risk Reviews for direct relationships (HSS GC / affiliates)
· End-of-day checklists are complete
· Any escalated matters / complaints are reported to the Custody Client Services Supervisor

Major Challenges
· Client Service is a key differential feature between HSBC and custody competition, therefore it is very important to offer the highest levels of client service to clients.
· Global Custodians' performance is reflected via internal and industry surveys and any perception of deterioration in client service offered to HBEU/HBAP/HTDE will affect the service they offer to their underlying clients and, consequently the ratings received from them, while there will be significant impact on HSS GC's ability to win new business.
· The job holder is expected to be a team player and able to build credibility across local peers within the US DCC Operations, Client Services teams located in GC London, GC Hong Kong, GC Germany and Global Service Centers / CST units in Kuala Lumpur, the Philippines and other regions.

Role Context
· Reports to the Custody Client Services Supervisor.
· DCC is an area within HSS which provides clearing and custody services for Affiliates and forms part of Global Banking & Markets - HSBC Bank USA, N.A. (HBUS).
· The jobholder plays an important part to the client service offered by HSS DCC
· The Client Services team plays a dual role:
· Behaves as a ‘sub-custody' client services team, replacing former US sub-custodians and replies to queries sent to us by direct clients HBEU, HBAP and HTDE.
· Behaves as a ‘global custody' client services team, complementing the existing GC Client Services teams as well as Manila and Kuala Lumpur and replies to queries sent to us by a specific group of GC clients referred to as “FIG75/Strategic Clients”. These are indirect custody clients for HBUS-CCS but their vast majority will hold direct USD cash accounts and will be direct Payments & Cash Management (PCM) clients in HBUS.
· The Client Services Analysts fully support Line Manager (Custody Client Services Supervisor) with any task assigned to them and also closely cooperate with all HSS DCC teams and GC Client Services to ensure that the level of service offered to GC and their strategic clients meets the required standards.

Management of Risk
· Adheres to processes and controls to identify and mitigate risks and ensures timely escalation of control issues and reputation risks.
· Demonstrates leadership on regulatory and compliance matters. Maintains awareness of risk and minimizes the likelihood of it occurring through its identification, assessment, mitigation and control.

Observation of Internal Controls
· Maintains HSBC internal control standards and addresses audit points and/or any issues raised by regulators in a timely manner.
· Maintains HSBC internal control standards and addresses audit points and/or any issues raised by regulators in a timely manner. Fosters a compliance culture within the team, managing compliance risk and ensuring that the necessary training is completed. Optimizes relations with regulators.

Desired profile

·  Degree holder or 3+ years of custody experience preferably in both client facing and back office roles (exposure in Corporate Actions and/or Cash functions will be considered a plus)
·  Knowledge of securities markets (operational and regulatory)
·  Knowledge of Custody product offering
·  Creative thinker with ability to quickly solve problems
·  Excellent time management and ability to multi-task with minimal supervision
·  Knowledge of Q-Track, HSBCnet, GMG and Broadridge systems (GCAS, CPRO, BPS) as well as DTCC portal will be considered a plus
·  Client focused attitude
·  Excellent standard of written communication
·  Strong interpersonal skills

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