Global Head Of Ocrm

Job description

Role Title: Global Head of OCRM, Client Operations   
Business: Global Banking & Markets             
New or Existing Role? Existing
 
Role Purpose
 

The global head of OCRM is a senior manager level role within Markets Operations and forms part of the Client Operations Mancom (management committee). The focus of the OCRM team is to ensure Markets Operations delivers a service provision to HSBC’s strategic clients that meets, if not exceeds their expectations and act as a dedicated escalation point for the strategic clients. It is also responsible as a function for driving client culture across the organisation. This role has primary accountability for the success of Markets Operations at delivering the client service offering and this success is measured via client feedback and external benchmarking surveys. This role is based in London and is responsible for 21 senior employees based in London, New York, HK, Paris, Mexico and Canada. 
 
Key Accountabilities
Impact on Business
 

Recruitment, development and management of the direct reports in your function globally. Developing the OCRM team into a best in class relationship management function. Expectation that this will be measured by Internal scorecards, client scorecards and feedback and external surveys.
Ensuring your Regional heads (direct reports) manager their Relationship Manager’s in the delivery of the cross product Operational (Broker) reviews for their client base. This includes: pre-meeting review sessions with the Client Service teams/asset class teams to review ops performance versus benchmarks, preparing call reports and action logs from the reviews and ensuring the actions are delivered promptly and effectively by the product lines. This also includes the provision of market leading intelligence and benchmarking data and industry intelligence.
Ensuring the teams proactively understand, monitor and drive high quality, optimal and consistent operations service for our clients across all products & functions. This must include building effective relationships with the internal functions including FIG (Global Banking Financial Institution Group), Sales, Operations, IT etc
Functionally oversee the client service functions to drive a consistent strategy and Target Operating Model and ensure progress as measured through the heatmap and other monitoring tools. 
Developing the client culture programme and evolving it over time. Completing townhalls and site visits to deliver the client message. This also includes evolving the client service training with LTROD (learning and development)  and sponsor roll out.
Collaborating with the FIG function (both Sector Heads and Development and Strategy team) on the design and strategy of the end to end service provision.
Leading discussions and projects, organising meetings, partnering and influencing in the delivery of initiatives/IT strategy and behaviour change internally to aid better client service. This includes chairing the monthly Client Committee with operations Mancom
Representing HSBC in industry forums and influencing said  forums on behalf of HSBC and building HSBC’s reputation      and brand. 
Sponsoring the HSBC Markets Operations Client MI offering to deliver a cohesive, best in class value add and transactional MI. This includes developing the offering to incorporate new and innovative offerings that are unique to HSBC.
Working with other parts of the organisation e.g. HSBC Securities Service to ensure client information is shared, functional objectives are aligned to the clients’ needs and operational issues understood.
 
Customers / Stakeholders
 
·         Primarily OCRM client base but above applies to all clients. 
·         Sales, trading, FIG globally
·         Global Operations Management
 
 
Management of Risk
 
·         Must be aware of the Operational Risk scenario associated with the role and acts in a manner that takes account of operational risk considerations.
 
Observation of Internal Controls
 

Must maintain and adhere to HSBC internal control standards whilst maintaining client service expectations.
Must understand, 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

Desired profile

Knowledge & Experience / Qualifications
 
·         Ability to communicate effectively and with sufficient gravitas and prominence to influence key stakeholders and clients. Strong written and verbal communication skills required as minumum standard.
·         Excellent interpersonal skills required in order to develop key relationships at a sufficiently intimate level
·         Must be well organised and able to multi-task effectively and efficiently
·         Proven people management skills and ability to lead winning teams
·         Excellent client service focus and understanding required as minimum standard. Expected understanding of key strategic clients, their footprint and requirements.
·         Ability to problem solve, clearly articulate requirements and implement and drive change.
·         Energy, enthusiasm and drive.
·         Strong teamwork skills
·         Reasonable understanding of the key, post trade, market initiatives and market landscape
·         Strong understanding of key products and the operational processes would be advantageous
·         Proven track record in a similar role would be advantageous
 
 
 
 
Under the Company's internal 'Back to Front'/’Front to Back’ transfer policy this role may be classed as High Risk. As a result, internal candidates may require enhanced approvals and vetting checks if they are currently employed in a Front Office department, or if they have worked in a Front Office department within the last 5 years (please refer to the HR FIM definition for further guidance). The enhanced approvals and vetting would need to be completed before the candidate will be confirmed in the role.
 
Within HSBC certain roles are designated as Enhanced Vetting Roles. For these roles, all internal and external applicants are required (subject to local laws), to pass satisfactorily a series of additional checks both as part of the application process and, if successfully recruited into the Enhanced Vetting role, on an on going basis. The Group reserves its position with regard to any steps which it may take in relation to any material adverse findings which arise either when the checks are first carried out as part of this recruitment exercise, and/or if relevant, on an ongoing basis.
This role has been designated as a Enhanced Vetting Role.
For more information about the relevant additional checks for this role please contact the hiring manager     
 
 

About HSBC

HSBC est l’une des plus grandes banques internationales avec une présence dans plus de 85 pays dans le monde. Elle a été créée en 1865 sous le nom de « The Hongkong and Shanghai Banking Corporation », et son siège social est basé à Londres. En France, HSBC totalise environ 400 agences et près de 10 000 salariés, avec une spécialisation dans plusieurs activités : une banque pour les particuliers, spécialisées notamment dans la gestion de patrimoine, une banque privée (gestion de fortune), une banque d’entreprises, qui s’appuie sur le réseau de l’ensemble du groupe HSBC dans le monde, et une banque de financement, d’investissement et de marchés. En 2012, HSBC France a réalisé un résultat avant impôt de 450 millions d’euros.