Business Relationship Officer

Job description

HSBC Bank Canada, a subsidiary of HSBC Holdings plc, is the largest and leading international bank in Canada. HSBC serves customers worldwide through an international network of around 3,800 offices in 66 countries and territories in Europe, Asia, North and Latin America, and the Middle East and North Africa

We help companies and individuals across Canada to manage their finances through three global business lines: Commercial Banking, Global Banking and Markets, and Retail Banking and Wealth Management.

It's this global connectivity that you will find yourself inspired and collaborating with colleagues not just locally but also across continents and cultures.

About Retail Banking & Wealth Management

Retail Banking and Wealth Management serves millions of customers worldwide, helping them manage their day – to day finances and save for the future. We also connect institutional and retail clients with investment opportunities through our Global Asset Management division. We are committed to building long-term relationships with our customers, offering products and services to help them reach their goals and aspirations. We continue to exponentially grow our market share in Canada year on year.

Key Objectives for Business Relationship Officer:

Supporting the front line customer facing staff who have immediate information/servicing needs related to bank procedures, products, propositions, general inquiries; Key bank support for all customer facing staff with small business clients. The Small Business Analyst is responsible for owning the resolution of complex customer service issues to provide seamless support for front line customer facing staff members.

Accountable for providing outstanding service to internal customers; HSBC customer facing staff. Provides high quality operational, technical, procedural and compliance support across all propositions

Principle Accountabilities:
· Provide high quality sales support to a team of Business Relationship Managers (BRMs) mainly focused on getting appointment for Business Relationship Managers and supporting Business Relationship Managers in servicing their clients
· Reduce the time spent on process and administrative tasks by Business Relationship Manager to increase Business Relationship Manager's capacity
· Support Business Relationship Managers to manage client contact and service, including, in the absence of Business Relationship Managers, answering client calls, resolving client inquiries on transactional needs and facilitating a smooth hand-off to the correct channels where appropriate, and managing key event reminders to maintain active client contact
· Provide sales support to Business Relationship Managers including preparing and completing sales documents, managing data input and report generation, and liaising with support functions to follow through client purchase process requirement
· Handle client's inquiries relating to the Business Relationship Manager's portfolio in a positive, timely, and appropriate manner. Aim to resolve the customer's queries at the first point of contact and minimize referrals to the Business Relationship Manager for routine transactions.
· Proactively responds to client in face-to-face and/or telephone settings, updating client profile screens with details of client contact.
· Maintains a basic understanding and technical knowledge of relevant products and services.
· Support Business Relationship Managers to execute suitable solutions for product areas responsible for with clients to fulfill their needs and ensure efficient follow up.
· Deliver fair outcomes for our customers and ensure own conduct maintains the orderly and transparent operation of financial markets. Proactively help HSBC identify opportunity to improve process efficiencies
· Sensitively redirect clients to the most effective and efficient channel
· Support the client in navigating the channel of their choice (to interact with HSBC) effectively and efficiently
· Ensure the client consistently receives a professional premium service which exceeds their expectations at all times.

Desired profile

Qualifications :

Knowledge & Experience / Qualifications:
·  Prior experience in banking sales/ small business support preferred.
·  Strong interpersonal and communication skills.
·  Secondary school graduation required, University / College degree preferred
·  Minimum of two years working in financial services industry
·  Understanding of core products, and familiar with retail and wealth product processes
·  Ability to adopt new technology and review reports analysis from Interactive Voice Response systems
·  Create Excel worksheets based on analysis of reports and data.
·  Understanding of relationship management systems (Credit Risk Management and Relationship Manager Platform etc.)
·  Knowledge of relevant regulatory governance in market
·  Team player and a good collaborator
·  Knowledge of local and Group compliance regulations
·  Able to deliver the client experience and needs-based solutions through effective communication, influencing, and sales skills
·  Proficient in Microsoft suite and Excel

HSBC Proud



In 2018, HSBC Bank Canada was named one of the “Best 50 Corporate Citizens” in Canada by Corporate Knights magazine. HSBC was also the first company to be recognized as a top performer in gender diversity within the financial services sector, as part of a new Corporate Knights initiative to recognize leaders in this space.

Join HSBC, and benefit from the following:

·  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 and impact: Build global relationships and be a part of international initiatives
·  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.