Manager Client Services Manager Issuer Services Indonesia

The jobholder will work as part of a team dedicated to performing the role of Facility Agent/Security Agent under Syndicated Loan facilities, and Account Bank/Escrow Agent under Capital Market transactions. The jobholder will be primarily responsible for a portfolio of clients/deals, and will be required to display a strong commitment to maintaining and improving a quality client service proposition. The jobholder will be required to work with internal teams, both onshore and offshore, to maximize the client experience of dealing with HSBC from mandate through to final repayment, as well as being directly responsible for managing the operational aspects of the deals, including working closely with Issuer Services Indonesia Business Development and Transaction Management.

Responsibilities:

• The jobholder will have prime responsibility for a portfolio of client relationships where they relate directly to the syndicated loan deals on which we are appointed as facility agent and security agent.
• The jobholder will be required to work with internal teams from mandate to ensure that the onboarding and closing of the deal is professionally executed, and that potential operational issues are flagged and addressed in advance; to build and develop the relationship with the client, to act as an advocate for the client within HSBC; be the main point of contact (for both internal and external parties) for escalation of issues, and take ownership of the action plans to resolve performance issues (both from a ISV and a Client perspective).
• The jobholder will be required to display a strong client service work ethic, ensuring that customer requirements are understood; that our requirements and processes are explained; and that they display a commitment to service delivery that demonstrates that the client is at the heart of everything that we do. Ensure ‘treating customers fairly’ principles are adhered to at all times. Agree and adhere to an annual client visitation plan, and solicit feedback.
• The jobholder will, in addition to having full deal oversight, be required to manage the operational and non operational aspects of these deals. This will include the deal closing process (including conditions precedent/subsequent matters and primary syndication, where relevant); the managing of amendments, waivers and consent with internal and external parties (including client, lenders and counsel); distribution of financial reporting and other ad hoc information to lender syndicates (including, but not limited to, lender calls); managing internal processes (such as annual client reviews, internal escalation for problem/defaulted deals); and acting as a focal point for deal issue escalation. On the daily basis will be the main point to execute the client’s transactions, loan management, and other operational aspects.
• Ongoing work requests that fall outside the normal scope of the role should be assessed, and if necessary referred to Business Development for possible discussion regarding repricing and/or one-off work fees. Develop strong client relationship to seek out both retentive and new business opportunities (across all ISV product areas).
• The jobholder will be expected to display a strong understanding of risk control matters, identifying areas for possible improvement together with providing and implementing solutions. Assessing any non-core service for operational viability. Awareness of industry developments. Identify process/technology improvements for clients that will benefit client experience.

Management of Risk (Operational Risk / FIM requirements

• Is 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 (Compliance Policy / FIM requirements)
• Maintains HSBC internal control standards, including timely implementation of internal and external audit points together with any issues raised by external regulators.
• Understands, 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

Requirements:

• Bachelor Degree
• Minimum 3-5 years’ experience in a comparable role, with a strong understanding of the Syndicated Loan Market.
• Fluent in Bahasa Indonesia and English – must be able to communicate verbally and in writing in both languages.
• Understanding of primary syndication and capital markets.
• Some previous credit experience is desirable.
• Client focused, with a proven record of commitment to excellent customer service.
• Good communicator, both written and verbally.
• Able to work in a pressurized environment and manage priorities effectively.
• Strong time management and presentation skills.
• Strong computer skills
• Attention to details
• Experience of using Debtdomain and LoanIQ desirable.

You’ll achieve more at HSBC

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