Head of Client Lifecycle Management IWPB

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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. 

We are currently seeking a high calibre professional to join our team as Head of Client Lifecycle Management, IWPB.

Role Purpose

The role holder will lead client lifecycle operation for the International Wealth and Premier Banking (IWPB) reporting into the Head of IWPB Client Servicing. The Head of Client will work closely with IWPB business colleagues to ensure consistency of service globally, leverage best practice and manage service outcomes to risk appetite. Lifecycle Management is a global role responsible for setting the overall strategic direction and management of the Client Lifecyle function, spanning KYC, CDD and CSEM. The role holder will be a key member of group wide transformation programmes such as implementation of the OBKYC Target Operating Model and responsible for determining and embedding an appropriate future state architecture across IWPB. The role holder.

Given the recent nature of the IWPB construct, the Head of Client Lifecycle Management is expected to oversee and transform KYC and Exit operations, identifying opportunities to better realise synergies, deliver operational efficiencies and will work closely with the Head of Business Risk and Resilience. This will require substantial strategic direction and change leadership globally and for the role holder to operate.

Principle Accountabilities

Determine the vision and future state strategy for IWPB Client Lifecycle Management, gain agreement and buy in from key stakeholders and build a runway of activity to executeManage the execution of services to the IWPB business in line with agreed SLAs and KPIsManage service outcomes to all key risk metricsAbility to interpret policy, procedure and technology changes and how these will impact operations including how they may drive or remove requirementsEnsure maximum productivity and effectiveness of the team. Ensuring the team has the right skills requirement to deliver the serviceDesign and produce robust MI measuring performance and risk against agreed thresholdsBuild and maintain strong relationships with key stakeholders including Business COOs, RMs, FCC, Business Services, Operational Risk and AuditBudgetary control and cost ownership for the functionDrive continuous improvement initiatives across end-to-end servicing activities to deliver a high and consistent standard of serviceActively participate in relevant regulatory change initiatives, compliance and operational risk related forums / committeesEnsure regional teams are operating in alignment to global principles in order to maintain a clear and consistent

Critical Experience Required

Domain Experience: Deep understanding of IWPB business and all associated product group.Leadership Skills: A proven track record of leading at a oh global or regional level with extensive experience of large-scale transformation.Functional Knowledge: Knowledge of KYC and onboarding processes and a demonstrable track record of re-engineering operational processes end to end.

Critical Capabilities Required:

Strategic Mindset: Seeing ahead to future possibilities and translating them into breakthrough strategies.Commerciality, Ability to Create Value: Possesses an entrepreneurial spirit and growth mindset; optimises commercial opportunities to enhance value and returns; strong negotiation skillsBusiness Insight & Decision Quality: Applying knowledge of business and the market to make good and timely decisions that keeps the organization moving forward.Builds Effective Teams: Building strong-identity teams that apply their diverse skills and perspectives to achieve common goals.Action Oriented: Taking on new opportunities and tough challenges with a sense of urgency, high energy, and enthusiasm.Being Resilient: Rebounding from setbacks and adversity when facing difficult situations.

The chosen candidate for this role will be required to undergo enhanced vetting. Subject to local laws, this will require the individual to satisfactorily pass a series of additional checks as part of the recruitment process and on an ongoing basis, if appointed to the role. HSBC Group reserves its position with regards to any steps which it may take in relation to any material adverse findings which arise either when the checks are originally completed, and/or if relevant, on an ongoing basis. 

Opening up a world of opportunity

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Issued by The Hongkong and Shanghai Banking Corporation Limited.

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