Offers “HSBC”

Expires soon HSBC

Client Services Manager, GTRF

  • Toronto, Canada
  • Administration

Job description

HSBC Bank Canada, a subsidiary of HSBC Holdings plc, is the largest and leading international bank in the Canada, with assets of US $2,522bn as at 31 December, 2017. 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
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 Commercial Banking
HSBC Commercial Banking has an extensive network that covers three-quarters of global trade flows. It 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 mid-market companies to large multinationals, providing them with the tools they need to function efficiently. These include global 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.
Relationship management is at the heart of our business and these teams work closely with customers to build an in-depth understanding of their needs.

Key Objectives for GTRF Client Service Manager:
Within Global Trade and Receivables Finance (GTRF), the role holder is responsible for providing the Client Service proposition to GTRF Premium clients. Within this role, the jobholder's responsibility is to 1) Take ownership of client needs, proactively resolve issues/complaints and manage relationships of GTRF Premium clients
2) Perform service reviews, monitor facility utilization, and generate leads
3) Increase the usage of online services (Instant@dvice, HSBCnet, Trade Transaction Tracker).

In order to be successful, the job holder has to have:
1) Strong analytical & communication skills,
2) The ability to influence, persuade and collaborate with the different internal stakeholders to ensure we meet clients' transactional needs and improve the overall client experience.

Principle Accountabilities:
· Ensure smooth implementation of Client Service team in GTRF Canada.
· Deliver on Client Service model by coordinating transition from reactive to proactive service proposition.
· Focus on revenue generation, through identifying business opportunities and maximizing wallet shares
· 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.
· 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
· Live the Group Values
· Ensure compliance of both general and anti-money laundering and anti-terrorist financing (AML/ATF) compliance controls as well as operational risk controls in accordance with HSBC or regulatory standards and policies; and optimize relations with regulators by addressing any issues.
· The jobholder will ensure the fair treatment of our customers is at the heart of everything we do, both personally and as an organization.
· The jobholder will also adhere to and be able to demonstrate adherence to internal controls. This will be achieved by adherence to all relevant procedures, keeping appropriate records and, where appropriate, by the timely implementation of internal and external audit points, including issues raised by external regulators.
· Self-development and training.
· Promote an environment that supports diversity and reflects the HSBC brand.
· Ensure adherence to Group Standards, Regulatory and Group Audit requirements
· 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 2017, HSBC Bank Canada was named one of the Best 50 Corporate Citizens by Corporate Knights magazine, in addition to The World's Best Bank by Euromoney Magazine in its annual Awards for Excellence.
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

Make every future a success.
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