Relationship Service Manager (f/m/d)

Job description

Description de l'emploi

At HSBC , our purpose is opening up a world of opportunity and by joining our team, you can be part of something bigger! We are committed to removing barriers and ensuring careers at HSBC are inclusive and accessible.

Here in France, you’ll help evolve and grow our business. 

What will you do: 

·  The successful candidate will be positioned within our Wholesale Client Services Team, which is focussed on Coverage supporting in helping our clients both for New Business & ongoing Client Servicing
·  Proactively manage all aspects of Client Services for an assigned group of RMs/ Clients within our Global Banking portfolio, ensuring high quality of service always delivered to Clients and Customers.
·  Work alongside Client Managers and Client Service Managers, taking responsibility for the operational effectiveness of the client relationship, helping clients and RM’s navigate HSBC’s Global Network, Local Coverage, and Product Support Team.
·  Remit over Global Banking Client Servicing, in ensuring our clients are managed via an industry-competitive, streamlined process. Will report directly to the Head of UK Corporates Onboarding.

Impact on Business:

·  To be in regular contact with RMs on operational issues and take prompt follow-up action on outstanding matters.
·  Take ownership of Client Maintenance and servicing activities including ad hoc client queries and escalations.
·  Manage client onboarding for Complex New to Bank Clients for both Global Banking & Markets Products

Customers / Stakeholders:

·  Interfacing with clients and a wide variety of internal teams such as Account Opening, KYC, Regulatory Team, Credit Services, Global Payments Services and Global Trade Receivables Finances etc. on a daily basis
·  Develop and maintain a strong professional relationship with all stakeholders internal and external.
·  Proactively manage all aspects of Client Service with a focus on a high quality of service being delivered to clients.
·  To act as one-stop shop to guide RM in holistic approach in providing solutions to client servicing issues.

Technical Skills & Teamwork:

·  Manage a streamlined service for our Global Banking clients, minimising where possible the number of queries sent to our clients, or where necessary being able to communicate those requirements in a clear, and easy to review and respond manner.
·  Act as a Client Servicing knowledge hub to the team and management alike; with a focus on the ability to resolve queries.
·  Use Servicing knowledge to manage complex operational problems and present the solution to RMs in clear language.
·  Share knowledge and information to help build technical competence across the function.
·  Support training and help to develop a team of global professionals.

Operational Effectiveness & Control:

·  To understand the impact of new initiatives and re-engineered processes on their respective client relationships and ensure effective communication of change.
·  To act as an escalation point regarding service or operational control issues and assist in identifying and progressing improvements.
·  Serve as an SME and SPOC to the Business to facilitate Projects, Process Improvement, and reengineering efforts.

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.

Major Challenges:

·  The role will entail encompassing multi-layered relationships across sales, credit, and operational functionality in a global, regional and local context. There will be an expectation to continue to learn and develop in role on existing skills to ensure the role holder has an all-inclusive approach to resolution of business obstacles. Along with this there will be an expectation there will be an ability able to manage multiple priorities. In line with this, the successful candidate will understand the importance of flexible changes that may arise over time in the scope of activities they perform.

Conditions

You should apply if you have:

·  Professional work experience in the financial services industry ideally within a client services / operation role.
·  A strong understanding of our Global Banking clients, and the products we offer them, along with a willingness to learn and manage client Onboarding requirements.
·  Excellent spoken and written communication skills with experience of adapting your style and approach to the audience and message being delivered
·  Proven ability to work well under pressure and prioritize competing demands
·  Flexible approach to investigating and resolving root causes of issues that impact our Clients and Coverage Teams 
·  Strong networking across our Coverage, Product and Wholesale Client Services Teams
·  Ability to analyze of data efficiently, draw conclusions and take actions on these as required.
·  Strong relationship management skills with the ability to engage multiple parties, meet their expectations, negotiate in situations of conflicting interests and influence key decision makers in a positive manner
·  Self-motivated, positive, passionate and a solution-oriented mindset.

Even if you feel you do not fit 100% of our qualifications, we encourage you to not let this hold you back from applying if you believe this is the role for you.

What you’ll get in return:

Not only is HSBC a great place to work, but we also offer the following unique and exciting opportunities and benefits!

HSBC has been certified “ Top Employer 2024 ” in Europe. This recognition from the Top Employers Institute rewards our HR practices and recognizes HSBC as an HR Leader in France, Germany, Italy, Luxembourg, Poland and Spain. HSBC in France has been certified with LinkedIn Top Employer 2024 for Finance, recognising our team as a great place to work within the Finance industry.

A unique and flexible working environment:
•    Advantageous remote working agreement
•    Diversity and Inclusion is at the heart of our business: joining HSBC will give you the opportunity to work in a collegiate and supportive environment
•    You’ll be able to join our Employee Resource Groups that bring together colleagues with shared characteristics and common interests
•    Usual local benefits (refund of transport fees at 50%, 5 weeks of paid vacation + RTT)
•    Family events days off, additional maternity or breastfeeding leave, advantageous paternity leave, parental presence or dependency support leave (for child or parent with disability)
•    A Time Savings Account to monetize your untaken off days (CET)

Family benefits:
•    Partial reimbursement of childcare costs
•    Various bonus (birth bonus, back-to-school bonus for your children up to 25, parental bonus)
•    An allowance for parents of children with disabilities
•    Possibility to work part-time

Financial benefits:
•    A company savings plan and a savings plan for collective retirement 
•    Meal voucher card or corporate restaurant depending on your place of employment
•    Mutual insurance for you and your family, and a pension contract to protect your loved ones
•    A loyalty bonus and a long-service medal rewarding seniority
•    Holiday vouchers based on your reference tax income
•    CESUs (for tax purposes) if you are disabled or if you have a disabled child, spouse or parent 
•    A Work Council which offers, among other things, ticketing, travel, sports, legal aid, etc.

Personal development benefits:
•    Access to our Degreed platform (learning platform above all, that you can use to discover learning content, develop skills, and successfully meet new business challenges)
•    We’ll help you progress your career, including access to development programmes, mentoring and coaching, as well as world-class training through HSBC University 
•    We’ll give you access to resources that support your mental, physical, and social well-being

Being open to different points of view is important for our business and the communities we serve. At HSBC, we’re dedicated to creating diverse and inclusive workplaces - no matter their gender, ethnicity, disability, religion, sexual orientation, or age. We are committed to removing barriers and ensuring careers at HSBC are inclusive and accessible for everyone to be at their best.

If you have a need that requires accommodations or changes during the recruitment process, please let us know.

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.

For further information on building your career at HSBC, please visit: www.hsbc.com/careers.