Client Relationship Management - Support

Job description

Job description

Some careers have more impact than others.

If you’re looking for a career where you can make a real impression, join HSBC and discover how valued you’ll be.

HSBC is one of the largest banking and financial services organisations in the world, with operations in 64 countries and territories. We aim to be where the growth is, enabling businesses to thrive and economies to prosper, and, ultimately, helping people to fulfil their hopes and realise their ambitions.

We are currently seeking an experienced professional to join our team in the role of Client Relationship Management - Support.

Principal responsibilities

Relationship Service Manager - Analyst role is part of Client Relationship Servicing within CIB Banking within CIB COO. CIB COO is a globally aligned function supporting GBM/CMB wide businesses and all elements of the client lifecycle including Onboarding and Client Relationship Servicing. RSM function is accountable for ensuring that HSBC consistently provides exceptional service to its clients. The CIB Banking CS Value Stream oversees all Account Maintenance, Account Opening, Closing & Reactivation requests, Client Authorization Update (Mandates), Audit confirmation, Request for Information and RM Delegated Responsibilities (AI Triggers/CDD Info).     

Requirements

Principal Accountabilities and Responsibilities (e.g., for Business, Customers & Stakeholders; internal control environment, etc.)

Impact on Business

· 
Take measures to be in regular contact with RMs on operational issues and take prompt follow-up action on outstanding matters.

· 
Take ownership of Client Maintenance and servicing activities including ad hoc client queries and escalations.

· 
Undertake proper utilization of the product/ sales knowledge to find answers to complex operational problems and present the solution to RMs in clear language.

· 
Problem situations are proactively identified, resolved and escalated to give maximum customer satisfaction. Appropriate measures are taken to improve quality and prevent recurrence.

Customers / Stakeholders

· 
Customer issues are handled sensitively and receive full consideration. Situations are resolved effectively retaining goodwill of customer and customers are kept fully informed of progress.

· 
Interfacing with wide variety of teams like Relationship Managers, WSO, Credit Services, WMR, GPS, GTRF etc. daily with solution-oriented mindset to overcome bottlenecks.

· 
Develop and maintain excellent professional relationship with all stakeholders – both internal & external.

· 
Act as one-stop shop to guide RM in holistic approach and revert with solution.

Technical Skills and Teamwork

· 
Be responsible for managing E2E mandate and signor updates for entities locally and globally. Fluent comprehending core documents associated with mandate/signatories’ updates.

· 
Possess understanding of Actionable Intelligence (AI) and its application in driving informed decision-making dealing with surveillance triggers within the tool.

· 
Collaborate seamlessly with colleagues, leveraging diverse perspectives to drive innovative solutions.

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Act as a knowledge hub to the RMs and Management alike; with proven ability to resolve queries.

· 
Share knowledge and information to help build technical competence across the function.

· 
Could additionally be responsible for providing training and help to develop a team of global professionals.

· 
Participates in team meetings, activities, promotes team spirit.

Operational Effectiveness & Control

· 
To understand the impact of new initiatives and re-engineered processes on their respective client relationships and ensure effective communication of change.

· 
To act as an escalation, point regarding service or operational control issues and assist in identifying and progressing improvements.

· 
Serve as an SME and SPOC to the Business to facilitate Projects, Process Improvement, and reengineering efforts.

Management of Risk

· 
Is aware of the Operational Risk scenario associated with the role and acts in a manner that takes account of operational risk considerations.

What additional skills will be good to have?     

· 
Excellent spoken and written communication skills with experience of adapting your style and approach to the audience and message being delivered. (E)

· 
Advanced knowledge of AI Triggers - Surveillance Triggers, Negative News Screening (NNS) and Sharing Of Information (SoI). (D)

· 
Working knowledge of Mandate documents such as Board Resolution (BR), Power Of Attorney (PoA), Articles of Associations (AoA) and List of Directors (LoD). (D)

· 
Advanced knowledge of credit & lending and GPS products. (D)

· 
At least 2 -3 years’ experience in a client facing role.

· 
Orientation to client service and a good understanding of service principles and practices.

· 
Proven ability to work well under pressure and prioritize competing demands. (E)

· 
Flexible approach to duties and hours of work. (E)

· 
Strong network across Business Services, Product, and central Operational Support Teams.

· 
Must be proactive and prepared to investigate issues of own initiative with minimum information.

· 
Ability to maintain focus while working with voluminous data including the ability to strategize, organize and execute the same for the department’s month-end / roll-period high volumes.

· 
Ability to learn quickly, transfers knowledge appropriately, understand and interpret numeric data with good attention to details.

· 
Strong relationship management skills with the ability to manage & engage multiple parties, meet their expectations, negotiate in situations of conflicting interests and influence key decision makers in a positive manner.

· 
Self-Motivated, positive, and passionate individual with a solution-oriented mindset.

Candidate with less relevant experience or skills may be offered a lower Global Career Band than stated above.

Due to the urgent hiring need, candidates with immediate right to work locally and no relocation need will be prioritised. 

You’ll achieve more when you join HSBC.

HSBC is committed to building a culture where all employees are valued, respected and opinions count. We take pride in providing a workplace that fosters continuous professional development, flexible working and opportunities to grow within an inclusive and diverse environment. Personal data held by the Bank relating to employment applications will be used in accordance with our Privacy Statement, which is available on our website.