Export Finance Client Service Manager

Job description

Role Title: Export Finance Client Service Manager

Business: HSS

New or Existing Role? Existing

Grade: GCB4

Role Purpose

· The jobholder will work as part of a team dedicated to performing the role of Facility Agent under Export Credit Agency (ECA) supported syndicated loan facilities, project finance and project bond transactions. The jobholder will be primarily responsible for a portfolio of clients/deals, and will be required to display a strong commitment to maintaining and improving a quality client service proposition. The jobholder will be required to work with internal teams, both onshore and offshore, to maximise the client experience of dealing with HSBC from mandate through to final repayment, as well as being directly responsible for managing the non-operational aspects of the deals.

Key Accountabilities

Impact on Business

· The jobholder will have prime responsibility for a portfolio of client relationships where they relate directly to the ECA-supported syndicated loan deals or project finance or project bond transactions on which we are appointed as facility agent.
· The jobholder will be required to work with internal teams from mandate to ensure that the onboarding and closing of the deal is professionally executed, and that potential operational issues are flagged and addressed in advance; to build and develop the relationship with the client, to act as an advocate for the client within HSBC; be the main point of contact (for both internal and external parties) for escalation of issues, and take ownership of the action plans to resolve performance issues (both from a CTLA and a Client perspective).
· The jobholder will be required to display a strong client service work ethic, ensuring that customer requirements are understood; that our requirements and processes are explained; and that they display a commitment to service delivery that demonstrates that the client is at the heart of everything that we do. Ensure ‘treating customers fairly’ principles are adhered to at all times. Agree and adhere to an annual client visitation plan, and cascade client surveys to clients to solicit feedback.
· The jobholder will, in addition to having full deal oversight, be required to manage the non-operational aspects of these deals. This will include the deal closing process (including conditions precedent/subsequent matters); the managing of amendments, waivers and consent with internal and external parties (including client, lenders and counsel); managing internal processes (such as annual client reviews, internal escalation for problem/defaulted deals); and acting as a focal point for deal issue escalation.
· Ongoing work requests that fall outside the normal scope of the role should be assessed, and if necessary referred to Business Development for possible discussion regarding repricing. Develop strong client relationship to seek out both retentive and new business opportunities.
· The jobholder will be expected to display a strong understanding of risk control matters, identifying areas for possible improvement together with providing and implementing solutions. Completion of BRRs in a timely and accurate manner, assessing any non-core service for operational viability. Awareness of industry developments. Identify process/technology improvements for clients that will benefit client experience.
· Provide advice and guidance for junior members of the team and KL Operations where required, and act as an escalation point for local management.

Role Dimensions

· CTLA operates in both the Debt Capital Markets and the Bank Debt Market (principally the Syndicated Loan Market) and manages a mix of business generation, documentation, operation, and relationship management/customer interface with a broad spectrum of globally based clients. Regular contact will be maintained with a very wide variety of both internal and external customers in a number of locations. The diversity of both customer and location requires the jobholder to be flexible, proactive and up to date on current market standards and practices

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.

Observation of Internal Controls

· Maintains HSBC internal control standards, including timely implementation of internal and external audit points together with any issues raised by external regulators.

· Understands, follows and demonstrates compliance with all relevant internal and external rules, regulations and procedures that apply to the conduct of the business in which the jobholder is involved, specifically Internal Controls and any Compliance policy including, inter alia, the Group Compliance policy.

Desired profile

Qualifications :

· Minimum 3 years experience in a comparable role, with a strong understanding of the Syndicated Loan Market and ECA related business.

· Some previous credit experience is desirable.

· Client focussed, with a proven record of commitment to excellent customer service.

· Good communicator, both written and verbally.

· Able to work in a pressurised environment and manage priorities effectively.

· Strong time management and presentation skills.

As a business operating in markets all around the world, we believe diversity brings benefits for our customers, our business and our people. This is why HSBC is committed to being an inclusive employer and encourages applications from all suitably qualified applicants irrespective of background, circumstances, age, disability, gender identity, ethnicity, religion or belief and sexual orientation.

We want everyone to be able to fulfil their potential which is why we provide a range of flexible working arrangements and family friendly policies.

We are an equal opportunity employer and are committed to creating a diverse environment.