Global Head of Client Lifecycle Management, HSBC

HSBC

Location:
United Kingdom, London

Category:
Finance

Contract Type:
Not provided

Salary:

Not provided

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Job Description:

Reporting to the Chief Operating Officer (COO) of Global Private Banking & Wealth & Premier Solutions, the Global Head of Client Lifecycle Management (CLM) is responsible for leading and managing a center of excellence team to ensure a global consistent delivery of a first-class journey across all stages of the clients’ lifecycle, whilst maintaining the highest of standards with respect to adherence to policy and procedure. The role involves improvements in the CDD process, risk management, operational efficiency, and client service excellence while maintaining compliance with global regulations and policies.

Job Responsibility:

Ownership of the GPB CDD Process, including operating model, oversight of CDD systems, drive initiatives to enhance the current process and drive improvements in CDD quality
Setting the strategy and direction of Global CLM Team in consultation with relevant stakeholders, including the COO of Global Private Banking & Wealth & Premier Solutions
Lead transformation activities with respect to the CDD process, including understanding how wider Global CDD transformation activity impacts GPB
Leading and managing the Global CLM Team in driving efficiency, quality and client experience in the CDD Process through close partnership (e.g. advisory, improvements, quality assurance, etc.) with the market CLM teams
Ensuring all regulations, policy and procedures with respect to Know Your Customer and CDD are met in order to effectively manage financial crime risk
Prioritise deliverables of the Global CLM Team to ensure a high-performing team and efficient use of resources
Implementing and managing CLM governance framework, and ensure risks and issues are escalated to global, regional and country stakeholders
Accountable for ensuring the relevant global key performance metrics are reporting within appetite, or where this is not the case a clear path to green is in place and the underlying root cause is clearly understood
Working with market CLM teams and other stakeholders to continuously identify and implement improvements in operational processes and systems to drive simplification, alignment, efficiency and controls across all stages of the client lifecycle (onboarding, maintenance & servicing, exit management, etc.) while ensuring optimal client experience through all touch points
Working with market CLM teams and other stakeholders to resolve all identified issues promptly, and resolve concerns in co-ordination with senior stakeholders as appropriate
Managing changes that are required to be made to CDD systems in order to meet regulatory, policy and procedural requirements as they evolve
Overseeing, tracking and reporting to the GPB Executive Committee, Global Private Banking & Wealth & Premier Solutions COO Leadership Team and other relevant stakeholders to all agreed timelines to issues raised by internal business assurance, audit, internal and external auditors and regulators
Implement a robust succession and talent management process for the Global CLM Team

Requirements:

Extensive banking knowledge gained from significant work experience within the sector, ideally with experience in private and wealth management
Comprehensive knowledge of all HSBC financial crime policies (e.g. CDD, AML, Sanctions, etc.)
In-depth knowledge of global regulatory requirements for client onboarding and ongoing client maintenance
Well-developed leadership skills to successfully lead a global team in a virtual and matrix environment
Proven ability to authentically engage with global colleagues and business partners to deliver at pace
Success in managing and delivering sustainable strategic change across a complex global organisation
Be able to think strategically from a business perspective, and capable to improve existing practices
Experience of effectively working with stakeholders at senior levels in an organisation, with the ability to influence
Possess a flexible, open mindset that fits in with the fluidity of a global organisation
Ability to elicit requirements from the business in an accurate and timely manner
Effective written and verbal communication skills, with strong attention to detail and ability to challenge information presented
Ability to work under pressure and willingness to travel as required

What we offer:

Continuous professional development
Flexible working
Opportunities to grow within an inclusive and diverse environment

Additional Information:

Job Posted:
May 03, 2025

Expiration:
May 16, 2025

Employment Type:

Fulltime

Work Type:

Hybrid work

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Global Head of Client Lifecycle Management

HSBC

Location:United Kingdom, London

Category:Finance

Contract Type:Not provided