CTLA Head of Loan Agency Project Finance Client Services

12 Sep 2017
10 Oct 2017
Contract Type
Role Title: CTLA Head of Loan Agency Project Finance Client Services

Business: Risk Management

New or Existing Role? New

Grade: GCB4

Role Purpose

To head the Loan Agency Project Finance Client Services teams.

This is a leadership role responsible to lead and drive the delivery of a first class service to our client base. The client Services teams are expected to own and develop their client relationships. Likewise this role is expected to align itself with the more strategically significant clients.

PEF (which includes infrastructure Project Bonds) and Loans products are a principal element of CTLA's strategy and the role requires appropriate positioning and alignment of the client service delivery function against our strategy. The role is responsible for all post mandate activities, including onboarding of the clients and handling all post-closing requirements. Additionally requires close coordination of activities with our on-shore Transaction Management and Business Development teams, and off-shore operations teams.

The jobholder is required to be fully conversant with syndicated loan market and project and export finance market, and to maintain an awareness of market developments especially around infrastructure finance.

Key Accountabilities

Impact on Business

Lead and develop a high quality Project Finance client services management team to ensure a first class service, both pre and post-closing, is delivered to our clients.

Ensure the client survey feedback programme is embedded and the Client Service Manager analysing the feedback to drive change requests, and training.

Responsible for developing retentive client relationships. Expectation is to develop strong client relationships which drives retentive new business (farming). Work in close conjunction with BD team to support new and retentive business.

Client visits (Physical/VC/Conference) programme to be undertaken for all clients. Frequency dependent upon size of relationship (minimum is annually)

Leadership of the Project Finance Client Service teams extends to; (1) seamless onboarding of new deals including KYC and account opening function and also deal closing requirements, (2) on-going day to day management of deals requirements, (3) amendment and waiver requests, (4) oversight, in conjunction with our off-shore operations team, of operational aspects of interest and principal repayments, roll overs etc.

Manage within Compliance, Regulatory, Legal, and Risk standards.

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.

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 CTLA 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 cascade client surveys to clients to solicit feedback.

The jobholder will, in addition to having full deal oversight, be required to manage the non-operational aspects of these deals. This will include the deal closing process (including conditions precedent/subsequent matters); the managing of amendments, waivers and consent with internal and external parties (including client, lenders and counsel); managing internal processes (such as annual client reviews, internal escalation for problem/defaulted deals); and acting as a focal point for deal issue escalation

Customers / Stakeholders

Build strong relationships with internal origination & transaction execution teams and RMs, across GB and CMB teams.

External investment banks, sponsors, financial advisers, borrowers and issuers.

Leadership & Teamwork

Managing high performing teams in London composed of CSM and Junior CSM.

This is a leadership role and is expected to drive strategy and engagement across CTLA, and within HSS, and GBM/CMB.

Authentic leadership driving wider engagement, our values, culture, community and behaviors is essential element of the role

Develop a strong and multi-functional client services team able to support the entirety of our PEF current business and position it for future strategic growth.

Operational Effectiveness & Control

Work with internal and external legal counsel, compliance and risk to establish an effective relationship and ensure adequate support of the client services business.

Work in close collaboration with your counterparts in the other CTLA regions, and also locally with BD, TMG, and BRCM teams

Full adherence to HSBC FIM standards especially around areas of 2014 General Audit with a focus around our payment controls environment.

Maintain HSBC internal control standards, including the timely implementation of internal and external audit points together with any issues raised by external regulators.

Streamlining - actively look for opportunities to improve consistency of internal process across CTLA, identify solutions and take steps to implement.

Implement new procedures/controls as necessary

Collaborate with the Head of Loan Administration and CSM liaison to ensure robustness and consistency of the controls

Major Challenges

Detailed knowhow to be able lead a Project Finance client services teams. This extends to managing and developing clients across international borders and differing governing laws.

Detailed knowledge of agency and trustee roles across the PEF product types. This is both the operational side, but also, by way of example, understanding the agency and trustee requirements of complex project finance deals both pre and post construction.

Managing the balance of protecting HSBC's legal, compliance and risk position, against the requirement to provide an excellent, and value added, service to our clients.

Ability to work under pressure and being able to manage competing priorities and multiple requests from the team for directions and guidance.

Develop a strong and versatile client services team with the flexibility to being able to adapt to the evolving nature of the role driven by our growth strategy. The capacity and flexibility to support the business as our strategy evolves and we move into new markets and products.

Oversight of client KYC and onboarding processes.

Close oversight with the offshore service centre teams to ensure they are delivering effective and first class operational support.

Role Context

Job holder is expected to:

Develop and maintain relationship with our strategically significant clients.

Ensure there is close collaboration at all levels between the Loans and PEF Client Services teams, and the Corporate Trust Client Services teams.

Work in close conjunction with the Business Development team assist with fee quotes for the Facility Agent/Security Agent role on new Project Finance Loan Agency transactions. Work with the Business Development team to expand retentive and new business flow, reviewing opportunities to expand into new markets and develop third party external business.

Align resources and systems to new business flows.

Manage the relationship with our business partners at all levels (origination and relationship teams), and act as a primary escalation point for critical issues.

Provide expertise and guidance in complex facilities, acting as the point of contact and escalation as necessary.

Resolve organisational and staffing issues, ensuring that the team is properly resourced with appropriately trained staff. This will include suitable succession planning.

Lead and motivate the team to maximise effectiveness, providing vision and clear direction. Engender a positive and timely communications culture through regular meetings with direct reports, and team meetings to aide effective communication within the team.

Management of Risk

Maintain awareness of operational risk and minimize the likelihood of it occurring including its identification, assessment, mitigation and control, loss identification and reporting in accordance with section B.1.2 of the Group Operations FIM.

Observation of Internal Controls

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 including, inter alia, the Group Compliance policy


5+ years' experience within Project Finance environment..... click apply for full job details