# IWPB Client Services Manager

**Company**: HSBC
**Location**: Taipei
**Experience**: senior
**Job type**: full-time
**Category**: Finance
**Industry**: Finance

**Apply**: https://portal.careers.hsbc.com/careers/job/563774612003618?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/jobs/job_f9975160-fbe

## Description

We are seeking an IWPB Client Services Manager to join our International Wealth and Premier Banking team in Taipei. As a Client Services Manager, you will manage the customer due diligence experience, expectations and communications following referral or engagement by the Relationship Manager (RM).

Responsibilities:

- Outreach, oversee and prioritise high-value customers and urgent escalations such as blocked accounts, complex queries and remediation cases, ensuring timely and accurate resolution.

- Maintain high standards for every customer interaction by monitoring case status, reviewing aged items, and delivering feedback to drive continual improvement.

- Use MI and feedback to identify trends, recognise successes, and coach for performance improvement.

- Strengthen complaint management by owning end-to-end logging, investigation, and resolution, and escalating product or system issues appropriately.

- Build strong relationships with stakeholders, providing expertise and prompt issue resolution.

- Oversee and ensure professional communication and effective follow-ups to support customers through KYC and CDD.

- Manage quality assurance reviews, benchmarking and consistency checks to uphold high standards of customer interaction and compliance.

- Proactively escalate service risks, errors or systemic issues, keeping stakeholders informed and protecting HSBC's reputation.

Requirements:

- University degree or equivalent and relevant professional qualifications preferred.

- Strong negotiation and influencing skills with the ability to manage difficult conversations with challenging customers including handling complaints.

- Proven success in embedding process improvement against challenging targets.

- Strong English spoken and written communication skills.

- Works well in a team, proactive, and willing to learn.

- Ability to work well under pressure with high degree of accuracy.

- Familiar with banking procedures, such as SOP, DIM, operation systems.

- Sufficient MS office and well communication skill.

- Prior financial crime on KYC/CDD/FATCA/CRS related knowledge/experience a plus.

- Proven track record of strong focus towards high levels of Quality and Customer Service.

- Advanced stakeholder management and communication skills, with the ability to influence, negotiate and collaborate across functions and regions.

- In-depth knowledge of KYC, CDD, AML and regulatory compliance requirements.

- Strong analytical and MI skills; ability to interpret data and make actionable recommendations.

- Strong prioritisation and organisational ability, able to manage high volumes and competing deadlines in a fast-paced environment.

## Skills

### Required
- KYC
- CDD
- AML
- regulatory compliance
- MS office
- communication
- analytical skills
- prioritisation
- organisational ability

### Nice to have
- financial crime
- KYC/CDD/FATCA/CRS related knowledge/experience
- banking procedures

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Source: [Apply at portal.careers.hsbc.com](https://portal.careers.hsbc.com/careers/job/563774612003618?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)