Relationship Manager – Ocrm

Job description

Role Title: Relationship Manager – OCRM  
Business: Global Markets
New or Existing Role? Existing
 
Role Purpose
This relationship management role is within the Operations Client Relationship Management (OCRM) team, based in London. The focus of the team is to ensure HSBC Operations deliver an excellent service to the priority client base of Global Markets and to personally ensure that HSBC Markets Operations is seen as providing a best in class in post trade client service. The individual will be required to manage a portfolio of client relationships and will also be expected to work closely with their colleagues and the management team to input into, and drive, the client service strategy across GM Operations.
 
 
Key Accountabilities
Impact on the Business
Key escalation point or contact point (client dependant) for any issues relating to a portfolio of priority clients
Management of the cross product Operational (Broker) reviews for the client portfolio. This includes: pre-meeting review sessions with the CS teams/asset class teams to review ops performance versus benchmarks, preparing call reports and action logs from the reviews and ensuring the actions are delivered promptly and effectively by the product lines.
Preparing Client packs for visits or as and when required by the clients including industry intelligence and value add information.
Proactively understanding, monitoring and driving high quality, optimal and consistent operations service for your clients across all products & functions.
Driving discussions and projects, organising meetings, partnering and influencing in the delivery of initiatives/IT strategy and behaviour change internally to aid better customer service
Building deep and effective relationships with client base including external clients, internal clients and operations functions.
Attending and ensuring HSBC Markets Operations participates in relevant industry forums/benchmarking activities in order to increase HSBC’s reputation and brand. 
Deliver client cultural awareness and marketing programs internally as required. Motivate teams using data and evidence to reinforce the value of good client service.
Working with other parts of the organisation e.g. HSBC Securities Services to ensure client information is shared, functional objectives are aligned to the clients’ needs and operational issues understood.
 
 
Customers / Stakeholders
All OCRM clients globally but specifically the RM’s client portfolio.
Sales, trading, FIG relationship managers globally
Global Operations Management
 
 
Major Challenges
Quickly getting to grips with client portolio, understanding their footprint, their operating model, what their issues/concerns are with HSBC and what they want from a broker and quickly & effectively building trust and credibility with clients.
Influencing other functions e.g. asset class teams, sales and trading, IT & onboarding to prioritise client base, resolve issues immediately and preventing issues from recurring.
Changing behaviour across operations to ensure client service is prioritised alongside risk and process management. Being an ambassador for client service ensuring operations understand why it is critical and what part they play in its delivery and provision.
Building a relationship with your client base that inspires confidence in HSBC as an organisation and engenders trust, support and loyalty from your client.
Understanding HSBC products and operational processes to ensure effective communication and credibility with your clients and stakeholders and managing issues to resolution with the asset classes and the CS functions.
Building HSBC’s brand in the marketplace for client service and increasing its post trade competitiveness against its peer group.
 
 
Role Context
Part of a team of 6 Relationship Managers. High degree of autonomy and self-management is expected commensurate with the GCB4 grade.
 
Management of Risk
Must be 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
Must maintain and adhere to HSBC internal control standards whilst maintaining client service expectations.
Must understand, 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

Knowledge & Experience / Qualifications
Ability to communicate effectively and with sufficient gravitas and prominence to influence key stakeholders and clients. Strong written and verbal communication skills required as minumum standard.
Excellent interpersonal skills required in order to develop key relationships at a sufficiently intimate level
Must be well organised and able to multi-task effectively and efficiently
Excellent client service focus and understanding required as minimum standard
Ability to problem solve, clearly articulate requirements and implement and drive change.
Energy, enthusiasm and drive.
Strong and demonstrable teamwork skills.
Strong understanding of key post trade market initiatives and regulatory landscape
Strong understanding of key products traded by HSBC Markets and the associated operational processes
Proven track record in a similar role would be advantageous
 
 
Within HSBC certain roles are designated as Enhanced Vetting Roles. For these roles, all internal and external applicants are required (subject to local laws), to pass satisfactorily a series of additional checks both as part of the application process and, if successfully recruited into the Enhanced Vetting role, on an on going basis. The Group reserves its position with regard to any steps which it may take in relation to any material adverse findings which arise either when the checks are first carried out as part of this recruitment exercise, and/or if relevant, on an ongoing basis.
This role has been designated as a Enhanced Vetting Role.
For more information about the relevant additional checks for this role please contact the hiring manager          
  
 
 
We are an equal opportunity employer and are committed to creating a diverse environment.
 
 
 
 
 
 

About HSBC

HSBC est l’une des plus grandes banques internationales avec une présence dans plus de 85 pays dans le monde. Elle a été créée en 1865 sous le nom de « The Hongkong and Shanghai Banking Corporation », et son siège social est basé à Londres. En France, HSBC totalise environ 400 agences et près de 10 000 salariés, avec une spécialisation dans plusieurs activités : une banque pour les particuliers, spécialisées notamment dans la gestion de patrimoine, une banque privée (gestion de fortune), une banque d’entreprises, qui s’appuie sur le réseau de l’ensemble du groupe HSBC dans le monde, et une banque de financement, d’investissement et de marchés. En 2012, HSBC France a réalisé un résultat avant impôt de 450 millions d’euros.