# Client Service Manager, Direct Custody and Clearing, Securities Services

**Company**: Corp & Inst Banking
**Location**: Tokyo, Tokyo
**Experience**: senior
**Job type**: full-time
**Category**: Finance
**Industry**: Finance

**Apply**: https://portal.careers.hsbc.com/careers/job/563774612549773?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/jobs/job_22128df4-03f

## Description

The Client Service Manager for Direct Custody and Clearing, Securities Services is accountable for delivering a consistent, high-quality client experience for the direct custody and clearing business in Securities Services.

Key responsibilities:

- Client service delivery: Own the client service model and ensure delivery against agreed service-level agreements, key performance indicators and contractual commitments.

- Build trusted relationships with institutional clients, asset managers, asset owners, banks, broker-dealers and other market participants.

- Lead client governance forums, service reviews and continuous-improvement discussions for the clients that you are responsible for.

- Ensure client feedback is captured, analysed and converted into measurable service enhancements.

- Promote a consistent, client-focused experience across markets, products and service teams.

Risk, controls and regulatory oversight:

- Maintain strong operational risk, control and governance standards across client service activities.

- Ensure issues, incidents, complaints and breaches are recorded, investigated, remediated and escalated appropriately.

- Partner with Risk, Compliance, Legal and Operations to meet regulatory and policy requirements.

- Oversee business continuity, resilience and crisis-management arrangements relevant to client servicing.

- Promote a strong control environment without losing sight of the client outcome.

Business and commercial support:

- Support client retention, wallet growth and new-business activity through differentiated service delivery.

- Contribute to client pitches, due diligence questionnaires, tenders and solution discussions.

- Partner with Sales, Relationship Management and Product to identify client needs and market opportunities.

- Support the launch and adoption of new products, platforms and market capabilities.

Transformation and technology:

- Lead or participate in initiatives that simplify processes, improve transparency and reduce avoidable manual work.

- Use service data, client feedback and operational analytics to identify improvement opportunities.

- Support adoption of digital channels, workflow tools, automation and reporting capabilities.

- Ensure change programmes are implemented effectively, with appropriate client and operational readiness.

- Balance speed of delivery with sustainable controls and long-term service resilience.

Key performance indicators:

- Client satisfaction and relationship health.

- Service-level agreement and key performance indicator attainment.

- Resolution time for incidents, complaints and escalations.

- Reduction in repeat issues and operational errors.

- Client retention and contribution to new-business wins.

- Control effectiveness, audit outcomes and risk-event remediation.

- Delivery of service-improvement and transformation initiatives.

Experience and qualifications:

- Client-facing experience in securities services, custody, asset servicing, post-trade or a related financial-services environment.

- Understanding of the securities-services lifecycle, including trade settlement, custody, corporate actions, income processing, reconciliations, cash management and client reporting or related discipline.

- Demonstrated success managing institutional-client relationships and high-impact escalations.

- Strong understanding of operational risk, controls, regulatory expectations and service governance.

- Experience delivering technology, process-improvement or operating-model change.

- Commercial awareness and the ability to connect service quality with business outcomes.

Skills and capabilities:

- Excellent communication, influencing and stakeholder-management skills.

- Strong client advocacy and problem-solving ability.

- Ability to operate effectively across countries, cultures and organisational boundaries.

- Data-led approach to performance management and continuous improvement.

- Ability to simplify complex issues and communicate decisions clearly.

- Resilience and composure when managing incidents or competing priorities.

- Commitment to responsible decision-making, strong controls and ethical conduct.

## Skills

### Required
- communication
- influencing
- stakeholder-management
- problem-solving
- data analysis

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Source: [Apply at portal.careers.hsbc.com](https://portal.careers.hsbc.com/careers/job/563774612549773?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)