Client Relationship Managementt - Supt

Role Purpose

• The Wholesale Client Services (WCS) team is responsible for the management and execution of client related service events through the full life cycle of a client’s relationship with HSBC, for both Global Banking and Commercial Banking lines of business
• The RSM is responsible for, but not limited to, the proactive managing of Client, Frontline and Product Area generalist servicing queries
• The RSM will partner with the Local Relationship Manager to develop and grow long-term relationships with their portfolio
• Act as primary point of contact for clients and internal colleagues. Collaborate with various middle/back offices to ensure smooth delivery of client solutions and efficient feedback to client inquiries
• Maintain HSBC internal control standards, including timely implementation of internal and external audit points together with any issues raised by external regulators
• Proactively manage all aspects of client servicing for their assigned portfolio of clients and ensure high quality of service delivered at all times
• Ensure any documentation which is needed as part of “conditions of approval” and “credit dispensation” is obtained from customer in line with required timeframes
• Monitor documents which are supporting credit and ensure they are up to date (e.g. retrieving updated financials in line with agreed credit terms)
• Resolving credit items which are preventing payments from processing
• Coordinating client information requests– usually particularly intense during tax year end so that clients have information available for tax reporting (e.g. balances). Also oversee the delivery of audit confirmations
• Maintain RM markers in internal systems – across core banking, CME etc. – to ensure that the true RM gets all notifications and alerts. Aligns with joiners/movers
• Manage risk management activities in terms of handling RFI related enquiries and the approval on low/ medium risk CDD periodic review cases for Relationship Managers and manage relevant AI Triggers portfolio on behalf of the Relationship Manager
• Assist Relationship Managers with facilities related to operational matters and provide administrative support as required

Principal Accountabilities:

 

• Draft reports, letters, memos etc., and assist in preparation of performance reports, returns and other ad hoc requests for the Relationship Managers
• Compile internal returns / analysis in support of the team
• Support Relationship Managers in the team by undertaking ad hoc tasks assigned by them
• Provide timely response to client queries
• Develop a trusted network and effective communication with other Banking staff, client servicing teams, product teams and operations teams as measured by client, line manager and internal feedback
• Produce accurate output efficiently
• Evidence of fairness in decision making
• No instances of un-escalated, material workflow delay

 

Knowledge & Experience / Qualifications

• Solid understanding of Banking operations and its products / services, general knowledge of trade, treasury, and payment and cash management products and activities
• Relevant work experience supporting Relationship Managers or Sales teams in a financial institution (bank or non-bank)
• Relevant credit application and credit monitoring experience (minimum 2 years) 
• An ability to manage a varied workload and prioritise effectively and execute seamlessly under pressure
• The ability to build excellent working relationships across all Business units
• Strong commercial skills
• Excellent influencing, negotiating and interpersonal skills to all levels
• The capacity to identify activities required in order to meet the needs of the Business unit
• An ability to lead and motivate other managers and staff, employing appropriate management styles often not under direct control (e.g., product or functional partners in different geographies)
• Strong written and oral communication skills in order to share information clearly, concisely and accurately
• High energy characteristics necessary to support the needs of the Business and the Sector aligned operating model
• Developed management skills, with experience in team building and managing a wide range of projects
• Experience in managing operational risks through close monitoring and continuous improvement

HSBC is an equal opportunity employer committed to building a culture where all employees are valued, respected and opinions coun