Retail Business Banking Relationship Manager - Remote Center

Job description

Through Retail Business Banking (RBB) our global network offers comprehensive support and services to businesses in the SME market. From expanding overseas to managing the cash and trade flows of an established enterprise, the Retail Business Banking team of Relationship Managers and Product Specialists provides a range of end-to- end solutions designed to help small businesses reach their potential.

The Retail Business Banking (RBB) Relationship Manager (RM) – Remote manages customers within the Business Banking segment, providing dedicated relationship management with accountability for sales, service, risk and operational delivery. The Relationship Management coverage is primarily through Direct channels (e.g. Telephone, Email, Video Conference). This role may require credit risk assessment.

Impact on the Business/Function
· Offer value-added advice to customers and place their needs at the forefront of our activity, setting world class standards
· Grow revenue from existing relationships and through acquisition of new customers in line with the Bank's risk appetite and policies
· Proactively develop effective strategies to manage both existing and new relationships, by anticipating customer needs and providing a superior service and products
· Deliver appropriate products and services in response to customer needs
· Work collaboratively with product areas such as Global Liquidity and Cash Management (GLCM), Trade and Insurance, and other Group partners to assess needs of international and domestic customers and offer solutions that meet their needs
· Generate quality assets through the use of appropriate risk management tools, priced appropriately for risk and in line with customer needs
· Protect the bank's assets and reputation by performing due diligence on the customers and their businesses, monitoring for suspicious activity/transactions and taking appropriate action as per the operating policies

Customers / Stakeholders
· Put customers first in all that we do and develop/increase connectivity.
· Own customer engagement; ensure service excellence at all times, for all aspects of any customer, prospect or professional's interaction with HSBC.
· Work in partnership with colleagues across the HSBC Group to improve connectivity, deliver exceptional standards and quality of service across all interactions with (prospective) customer or other professionals
· Ensure fairness in all aspects of strategy, product design and delivery, sales processes, customer literature and correspondence, financial promotions, administration and complaint handling
· Assist in the delivery of solutions, services and products that are appropriate to meet customer needs and improve customer engagement
· Be an ambassador for HSBC and develop the bank's profile in the local community, by participating in internal and external business events, road shows and seminars as required by the business
· Take prompt and appropriate action to address customer complaints at the first point of contact
· Ensure early identification of problems and take appropriate action to protect customers and HSBC's interests
· Deliver fair outcomes for our customers and ensure own conduct maintains the orderly and transparent operation of financial markets

Leadership & Teamwork
· Support achievement of the HSBC vision, Values, goals and culture in personal behaviour, actions and decision making
· Provide technical leadership and support technical excellence by searching out external best practice, monitoring technical and professional developments, sharing knowledge and encouraging others to do the same in the best interests of HSBC and its customers
· Encourage and enable constructive cross-country and cross-business teamwork by demonstrating collaboration and matrix management in action and challenging actions and behaviors that are not consistent with HSBC's diversity policy and/or the best interests of the business and its customers

Operational Effectiveness & Control
· Develop and recommend changes and improvements to operating models, procedures and practices based on subject matter expertise and understanding of HSBC and market best practice
· Communicate and adhere to HSBC policy and procedures in order to ensure good operational, financial and project management, policy and procedural compliance and early identification and effective resolution or escalation of issues that arise
· Contribute to the development, implementation and maintenance of a management information, analysis and reporting framework that supports and informs timely and effective business management and decision making at all levels
· Uphold credit policy and lending guidelines whilst maintaining a balanced approach to risk management
· Contribute to the implementation and monitoring of the application of policies, governance frameworks, procedures, practices and standards to ensure quality, effective risk management and regulatory compliance

Management of Risk
· The jobholder will ensure the fair treatment of our customers is at the heart of everything we do, both personally and as an organisation.
· This will be achieved by consistently displaying the behaviours that form part of the HSBC Values and culture and adhering to HSBC risk policies and procedures, including notification and escalation of any concerns and taking required action in relation to points raised by audit and/or external regulators.
· The jobholder is responsible for managing and mitigating operational risks in their day to day operations. In executing these responsibilities, the Group has adopted risk management and internal control structure referred to as the ‘Three Lines of Defence'. The jobholder should ensure they understand their position within the Three Lines of Defence, and act accordingly in line with operational risk policy, escalating in a timely manner where they are unsure of actions required.
· Through the implementation the Global AML, Sanctions and ABC Policies, supporting Guidance, and Line of Business Procedures the jobholder will make informed decisions in accordance with the core principles of HSBC's Financial Crime Risk Appetite.
· The following statement is only for roles with core responsibilities in Operational Risk Management (Risk Owner, Control Owner, Risk Steward, BRCM, and Operational Risk Function
· The jobholder has responsibility for overseeing and ensuring that Operational risks are managed in accordance with the Group Standards Manual, Risk FIM, & relevant guidelines & standards. The jobholder should comply with the detailed expectations and responsibilities for their core role in operational risk management through ensuring all actions take account of operational risks, and through using the Operational Risk Management Framework appropriately to manage those risks.
· This will be achieved by:
· Continuously reassessing risks associated with the role and inherent in the business, taking account of changing economic or market conditions, legal and regulatory requirements, operating procedures and practices, management restructurings, and the impact of new technology.
· Ensuring all actions take account of the likelihood of operational risk occurring, addressing areas of concern in conjunction with Risk and relevant line colleagues, and also by ensuring that actions resulting from points raised by internal or external audits, and external regulators, are correctly implemented in a timely fashion.

Observation of Internal Controls
· The jobholder will adhere to, and be able to demonstrate adherence to, internal controls and will implement the Group compliance policy by adhering to all relevant processes/procedures.
· The term ‘compliance' embraces all relevant financial services laws, rules and codes with which the business has to comply. This will be achieved by adherence to all relevant procedures, keeping appropriate records and, where appropriate, by the timely implementation of internal and external audit points, including issues raised by external regulators.
· The following statement is only for roles with managerial or specific Compliance responsibilities
· The jobholder will implement measures to contain compliance risk across the business area. This will be achieved by liaising with Compliance department about business initiatives at the earliest opportunity. Also and when applicable, by ensuring adequate resources are in place and training is provided, fostering a compliance culture and optimizing relations with regulators.

Desired profile

·  Minimum of 2 years of experience in financial services managing commercial relationships.
·  Integrate and exhibit broad knowledge of HSBC's Group capabilities and Retail Business Banking's proposition and product capabilities.
·  Good understanding of the local and international ‘Commercial' environment by way of staying current with a broad range of industries and businesses.
·  Proven ability in identifying and meeting customer needs through a broad range of products and services.
·  Ability to differentiate from the competition through the delivery of a responsive and proactive relationship management service approach.
·  Engage with clients at a strategic and transactional level.
·  Proven analytical ability, with experience in credit within the Business Banking sector.
·  Strong business acumen and commercial awareness including economic, cultural, procedural and regulatory issues.
·  Excellent interpersonal skills and ability to interact and build relationships with customers, colleagues and key stakeholders.
·  Established record in delivery of customized/flexible solutions appropriate to customer needs.
·  Entrepreneurial and innovative self-starter with minimal direct supervision while working well within a team environment and adhering to HSBC standards.
·  Strong problem solving skills.
·  Work effectively in a fast-paced environment managing work flow across different lines of businesses/departments
·  Strong understanding of Microsoft Office (Excel, Word, PowerPoint, Visio)

EEO/AA/Minorities/Women/Disability/Veterans