Manager Client Services

Job description

Job Advert Details

Some careers grow faster than others. If you’re looking for a career that will give you plenty of opportunities to develop, join HSBC and your future will be rich with potential. Whether you want a career that could take you to the top, or simply take you in an exciting new direction, HSBC offers opportunities, support and rewards that will take you further

We are currently seeking a high caliber professional to join our team as a  Assistant Manager Client Services (Internal), Manager Client Services (External)

Role Purpose

HSBC Global Trade and Receivables Finance is one of the largest trade services organisations in the world, offering a comprehensive range of forward-thinking supply chain and traditional trade solutions for Commercial (CMB) and Global Banking & Markets (GBM) clients. It has been repeatedly recognised by the industry’s most prominent publications and associations in numerous awards for its strength in combining innovation and service excellence with end-to-end client solutions.

The GTRF Client Service Manager (CSM) is a client-facing role and the central point of contact for all client transactional needs and service solutions for the assigned client portfolio (Global Priority, Premium or Standard). The main purpose of the role is to:

·  Deliver a valued and best in class client experience, built on deep Services SME expertise, strong internal networks across frontline (Business Development Managers and Relationship Managers) and back office functions, and a deep understanding of the client’s trade business across the Group
·  Own, manage and successfully resolve clients’ transactional queries, issues and complaints, in line with agreed SLAs and relevant standards (incl. financial crime and regulatory)
·  Provide timely (often pro-active) and accurate guidance and recommendations to clients to help them manage their business effectively and build trust in our offering and service proposition with a view to gaining new business
·  Contribute to the achievement of revenue growth through retention, reduced sales time on service, proactive management of GTRF service performance and increased clients’ usage of self-service solutions
·  Provide transactional trade advice to assigned clients, BDMs and RMs, and provide input to account planning
·  Support the coaching, onboarding and training of other CSM team members and contribute to the successful embedding of a high performing culture and behaviours
·  Embrace HSBC’s values and always strive to deliver fair outcomes for clients and HSBC

Principal Accountabilities:

Impact on Business/Function

·  Deliver GTRF’s Client Services (CS) strategy and target operating model in line with CS’s global segmentation model (Priority, Premium, Standard)
·  Understand the clients’ transaction routines, provide support and guidance and anticipate their service needs and resolve transaction and service issues
·  Where suspicion or doubt arise from the clients’ transactional activity, escalate issues or concerns to local GTRF management and Financial Crime Compliance teams for guidance
·  Adopt and deliver global initiatives and practices for GTRF’s CS that enable globally consistent, yet locally competitive, segmented service experience for assigned client portfolio.
·  Contribute to business retention and growth as evidenced by Revenue reports and available Management Information
·  Actively monitor the client’s Facility Utilisation and look for opportunities to gain new business
·  Promote the ease of use of our digital tools and increase the clients’ effectiveness by encouraging them to use self service solutions / tools

Customers / Stakeholders

·  Help embed a client-centric culture by putting the client at the heart of our service provision
·  Provide high quality service to clients by resolving service quality issues in a timely manner and implementing preventative measures to protect service levels.
·  Conduct client visits and service reviews based on business need and client segmentation model
·  Elevate the client experience as evidenced from external feedback, client reviews and feedback from managers, RMs and BDMs
·  Solicit regular client feedback on service performance through client visits and service reviews, to name a few
·  Work collaboratively across the matrix within GTRF (BDMs, RMs, Product & Propositions, back office teams), wider CMB and GB&M) to deliver an enhanced client value proposition for assigned clients

Leadership & Teamwork

·  Set the highest professional standards personally and as a member of the team.
·  Foster a strong, collaborative culture and positive team dynamics consistent with Group Values.
·  Maintain good working relationships with Transaction Services staff, BDMs, GSC staff (where applicable), RMs and other internal teams (and external parties, where applicable) and operate in an open and transparent way being fully accountable for supporting business.
·  Ensure personal development is a core priority and complete agreed learning and developmental activities

Operational Effectiveness and Control

·  Ensure adherence to all applicable laws and regulations, Group policies, procedures and standards including the timely implementation of recommendations made by external auditors and regulators.
·  Contribute to continuous process improvement and quality measurement to create efficiencies to enable CS staff to focus on role of making world trade easy.
·  Adopt operational specifications for CS that adhere to Group requirements for risk and compliance management in relation to client interactions, operational risk management and data protection. 
·  Contribute to close monitoring of the operational risk and exercise appropriate action to minimize the likelihood of operating risk occurring including risk identification, assessment, mitigation and control, loss identification and reporting

Information

Experience, Skills and Qualifications  

Essential

·  Deep knowledge and experience in GTRF products / processes 
·  Be able to demonstrate strong commitment to service excellence and client relationship management skills in current role
·  Proven track record of demonstrating excellent problem solving skills and ability to use the matrix effectively to resolve issues and connect clients to opportunities 
·  Be able to think through, problem solve, prioritise, and handle difficult situations with pragmatism, common sense and empathy
·  Demonstrable experience of challenging the status quo, processes and operations in order to deliver an enhanced client experience 
·  Able to deliver difficult messages and remain calm under pressure
·  Strong influencing and negotiation skills with excellent written and oral presentation skills

Desirable

·  CITF certification (or another relevant trade qualification) is highly desirable
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.
www.hsbc.com/careers 

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.

Issued by Hong Kong and Shanghai Banking Corporation Limited Philippines