Client Services Manager, Global Trade and Receivables 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 a Client Services Manager includes the following:

The jobholder is responsible for managing the trade service helpdesk and to organize, lead, coach and motivate the inbound/outbound team to ensure delivery of consistently high quality service to business customers. Specific tasks include managing daily operations and implementing service indicators, managing personnel and overseeing compliance and regulatory requirements.

Principle Accountabilities:
· Ensure consistent and high-quality experience for customers.
· Implement call center discipline to ensure competent and well-organized handling of customer enquiries.
· Maintain a commitment to gradual offshore migration of some functions/call types to enhance efficient handling of customer enquiries
· Provide leadership to effective and efficient delivery of quality customer service.
· Effectively apply the appraisal system.
· Cascade knowledge of HSBC products and services and encourage experience and knowledge sharing among team members.
· Lead, motivate and inspire the team to achieve the Group strategy and business objectives
· Be ultimately responsible for the performance management of your team, using relevant performance management tools, ensuring timely action is taken to improve underperformance
· Cascade knowledge of HSBC products and services and encourage experience and knowledge sharing among team members
· 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
· Take a hands-on approach to coaching with regular & productive use of Personal Development Plans and appropriate follow up
· Ensure development activities are a core priority and enable all team members to take reasonable time for learning and developmental activities
· Ensure the team is resourced to headcount plan, sufficient to meet the demands and opportunities of the business
· Develop appropriate retention strategies within the team's cost plan
· Manage succession for key roles using internal and selective hires where appropriate
· Live the Group Values
· Promote an environment that supports diversity and reflects the HSBC brand
· Provide creative yet practical solutions for people and logistics management.
· Manage operating systems and processes to ensure optimal service availability.
· Evaluate and recommend new methods, processes and tools to improve service effectiveness and fulfillment efficiencies.
· 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:
·  At least 3-5 years of experience in trade and customer service is essential.
·  At least 3-5 years of experience with Group and HSBC Canada GTRF/CMB products and services
·  High commitment to service and cross-selling excellence.
·  Proven leadership experience at supervisory level.
·  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.