Assistant Manager Client Service, Global Trade and Receivable Finance

Job description

Global Vision. Local Focus.

Things really are different here. A career with HSBC in Canada is truly an experience that few financial service organisations can match. Here you will find yourself inspired and supported by colleagues whose daily responsibilities cross time zones, continents and cultures. You will be motivated to aim for your highest aspirations, and enjoy the rewards of belonging to a diverse and growth-driven culture.

Canada is a priority market for HSBC. We remain focused on growing customers locally with our unique products, and we offer a full suite of solutions developed from our global connectivity and network. HSBC has the institutional strength, capacity and commitment to support our Canadian client's requirements here and around the world. Employees who thrive at HSBC are service focused, entrepreneurial and driven. They show collaborative spirit and a quest for continuous improvement, while having the industry expertise and business acumen to deliver.

About Commercial Banking

HSBC Commercial Banking operates in 54 countries and territories, covering the developed and developing markets that matter most to our customers. Through our teams we connect businesses to opportunities, helping them thrive and grow. We work with a wide range of customers, from small enterprises to mid-market companies and large multinationals, providing them with the tools they need to function efficiently. These include trade and receivables finance, global liquidity and cash management, multi-currency accounts, commercial cards, overdrafts, working capital finance, insurance, term loans and syndicated, leveraged, acquisition and project finance.

A Day in the Life of an Assistant Manager Client Service includes the following:

To achieve the goal of high quality customer service delivery through optimum efficiency in handling trade enquiries. To coordinate and manage cross-selling activities to maximize revenue.

Principle Accountabilities:
· Provide real-time support to team and manage efficient delivery of services.
· Act as an escalation point to handle disputes & customer complaints.
· Solve suspected fraud cases.
· Contribute to effective development and performance of the department.
· Encourage continuous learning and growth and establish Career Development.
· Motivate and inspire the team to achieve the Group strategy and business objectives
· Share knowledge, experience and best practices with junior employees within and outside of immediate team and promote a collective culture to spread experience & best practice
· Live the Group Values
· Promote an environment that supports diversity and reflects the HSBC brand.
· Contribute towards day-to-day operations effectiveness and service efficiency for the team.
· Ensure optimal level of cross-utilization of resources.
· Monitor productivity and share best practice with call agent for improvement
· Increase efficiency by encouraging team to recommend the use of e-channels to clients.
· Effectively maintain administrative procedures/controls.
· Closely monitor effectiveness of shift roster and staff planning.
· Encourage call agents to give feedback and suggestions to streamline operations and improve efficiency.
· Ensure that all employees are aware of and effectively identify and manage applicable money laundering (ML), terrorist financing (TF), sanctions and reputational risks.
· Complete other responsibilities, as assigned.

Desired profile

Qualifications :

Knowledge & Experience / Qualifications:
·  Excellent knowledge and experience in trade and customer service
·  High commitment to customer service and cross-selling excellence
·  At least 2-5 years of experience with Group and HSBC Canada GTRF/CMB products and services
·  Strong interpersonal, influencing and communication skills. Passion to share knowledge/experience with others.
·  Proven success and achievement in the past working experience where one has to handle multiple tasks independently.
·  University Degree/College Diploma in business/finance preferred
HSBC Proud

In 2016, HSBC Bank Canada was named one of the “Best 50 Corporate Citizens” in Canada by Corporate Knights magazine for the fifth consecutive year.

Here are some of the reasons why:
·  Career Development: Within your current role, as well as Canadian and international opportunities
·  Company Reputation: Offering prestige, strength, and longevity
·  Business Growth: Underpinned by our drive, and the highest banking standards
·  International Connectivity: Opportunities to network and build global relationships
·  A diverse workforce: Reflecting our belief that diversity of thought, background and perspective make HSBC a stronger organization
·  Corporate Sustainability: We build our business for the long term by balancing social, environmental and economic considerations in the decisions we make
Learn more about HSBC

HSBC Bank Canada, a subsidiary of HSBC Holdings plc, is the leading international bank in the country. We help companies and individuals across Canada to do business and manage their finances internationally through three global business lines: Commercial Banking, Global Banking and Markets, and Retail Banking and Wealth Management. HSBC Group - one of the world's largest banking and financial services with assets of US $2,492bn at 30 June 2017. Linked by advanced technology, HSBC serves customers worldwide through an international network of around 3,900 offices in 67 countries and territories in Europe, Asia, North and Latin America, and the Middle East and North Africa.