Relationship Manager - Business Banking Direct

Job description

The Relationship Manager Business Banking (Direct) role is based within Business Banking within Direct Channel.
 
The role of the Relationship Manager Business Banking (Direct) is to  Grow revenues and/or PBT of an assigned portfolio of c.300 Direct Business Banking customers by effectively managing, developing, and retaining quality business relationships to earn a greater share of wallet.
To identify, investigate and successfully resolve a variety of complex customer telephone enquiries via both inbound and outbound calls.
 
Proactively deliver appropriate products and services in response to customer needs, focusing on core products for domestic HSBC customers and prospective customers.
 
Earn the customer’s full banking relationship for both business and personal with needs driven introductions to appropriate specialists (PCM, Trade and Supply Chain (TSC)) or other customer segments.
 
Deliver a stellar customer experience by meeting and exceeding customer expectations through effective relationship management, ensuring customer banking needs are being met, and fully representing the HSBC brand.
Uphold credit policy and lending guidelines, maintaining a balanced approach to risk management.
Protect the bank’s assets and reputation by knowing the customer and their business, monitoring for suspicious behaviour, and taking appropriate action as set forth in operating policies when necessary.
 
Manage personal development.
Create and maintain a teamwork ethos with other DBM’s to ensure your portfolio is always managed and customer’s needs are managed during periods of time that you are out of the office.
Support and encourage networking with IBMs, LBMs and Business Specialists to ensure all customers banking requirements are met and other members of staff have the necessary skills required for their roles.
Encourage ‘word of mouth’ introductions between customers and prospect customers to grow and develop the portfolio.
Adhere to all external regulation and bank policy applicable to telephone conduct and sales.
Work alongside the DIBBMs to ensure customers are in the most appropriate portfolio and all customer needs are met
 
Your responsibilities will include:
To retain and grow a portfolio of customers in a highly competitive environment
Deliver a customer-centric and relationship building approach to ensure access to both business and personal products and services, aligned to need
Monitor portfolio to identify deteriorating credit situations, taking appropriate action as necessary. Maintain a strong understanding of each customer’s business, industry, and associated risks.
 Drive up customer satisfaction through delivering a positive customer experience by effectively meeting and exceeding expectations
Grow revenues and/or PBT of an assigned portfolio of c.300 Direct Business Banking customers by effectively managing, developing, and retaining quality business relationships to earn a greater share of wallet
Adhere to all external regulation and bank policy applicable to telephone conduct and sales

Desired profile

The ideal candidate for this role will have:
Experience working in relevant environment/s, i.e. Understands the HSBC Group’s culture, Global footprint and Commercial capabilities across key UK trade flows is desirable but not essential
Experience working in relevant market/context, i.e. Commercial banking experience or equivalent, including extensive knowledge and proven success with the Bank’s products and services is desirable but not essential
A desire to find ways to continually improve the service delivered to customers
Achieved targets and met expectations whilst supporting and encouraging others to do the same
Both spoken and written communication skills with experience of adapting your style and approach to the audience and message to be delivered
Contributed productively to team objectives, sometimes supporting and sometimes leading activities to achieve shared goals
Experience of effectively using your knowledge of credit products, processes and risks to make fair and informed lending decisions that meet customers' needs
A comprehensive understanding of the regulatory frameworks and compliance requirements associated with financial services and experience of working within these
Used their business knowledge and understanding of customer needs to successfully manage and grow customer relationships
The base location for this role is Hamilton International Tech Park, High Blantyre, Hamilton, Lanark, G72 0FD .
 
At HSBC we are open to different ideas and cultures, connected to our customers, communities and each other and dependable by doing the right thing. These are the values that guide us every day and we seek to recruit people who share these values. We are also committed to increasing opportunities for our employees to work flexibly and welcome job share or flexible working applications.
 
Key search words:  CMB, Business Banking, Direct, Manager