HSBC Group

GCB 5

Some careers have more impact than others.

If you’re looking for a role where you can continue to make an impression, take the next step at HSBC where your contributions will always be valued.

HSBC Global Banking and Markets is an emerging markets-led, financing-focused business that provides investment and financial solutions. Through our international network, we connect emerging and mature markets, covering key growth areas. We partner with our corporate, government and institutional clients to help them achieve consistent, long-term performance. Our products and services include advisory, financing, prime services, research and analysis, securities services, trading and sales and transaction banking.

We are currently seeking a high calibre professional to join our team as a VP Client Service Specialist.

Principal Responsibilities

The role holder will manage the provision of client service coverage to high-valued Global Payments Solutions (GPS) clients, ensuring client expectations are exceeded and HSBC offers a superior service to that of our competitors. Their role is to provide client liaison and partner with Relationship Managers, Sales Management, Product Management and Operations to identify customized, competitive solutions.

Impact on the Business

• Accountable for delivering Client Service excellence globally effectively managing any risks and issues
• Identification of opportunities globally and effectively managing the regional CSM’s to deliver against client promises
• Identify and introduce service improvements to improve the overall client experience
• Resolves global client service issues and challenges as the final escalation point
• Identify opportunities to streamline processes, eliminate redundancy, increase revenue and strengthen relationships
• Cross selling GPS products and providing superior service support for all GPS solutions
• By analyzing clients’ activities and providing advice and suggestions to clients to improve Generate cross country referrals facilitated via Global Links
• Generate referrals for other Global Businesses, e.g. Private Banking, GBM, RBWM, as appropriate
• Keep abreast of external factors influencing international business e.g. economic, cultural, geographical, procedural and regulatory requirements

Client and Stakeholders

• Interaction with other global GPS units including clients, global service teams, Sales, Product Management and other elements of Client Management
• Provide analysis and recommendations to senior management
• Ongoing partnership with all client service teams
• Maintain regular dialogue with client service staff to foster teamwork and cooperation
• Provide guidance to in country staff on service related issues
• Identify areas for improvement, devising and implementing well planned strategies to ensure best practices are adopted
• Identify client requirements, working with Relationship Managers and Product Managers to address their needs and enhance client experience, thus seeking to expand HSBC’s share of our client’s business
• Work closely with Sales to provide input and ensure proper levels of support are achievable

Leadership & Teamwork

• Establish and develop close working relationships with pertinent country and Group offices and operational areas to ensure excellent customer service
• Establish and maintain excellent working relationships with the key HSBC stakeholders
• Represent the interest of Client Service at steering committees and working groups
• Support new and existing colleagues promoting and contributing to an engagement culture
• Enhance the Bank’s image in the marketplace to build key relationships with third parties
• Act as an ambassador for the team and contribute fully to its development, effectiveness and success
• Share knowledge, experience and best practices with junior RMs within and outside of immediate team and promote a collective culture to spread experience & best practice
• Take a hands-on approach to coaching junior team members
• Live the Group Values

Operational Effectiveness & Control

• Participate in developing GPS client management strategy
• Defining and implement GPS standards to govern client segmentation and the provision of best-in-class support
• Ensure protection of the Bank’s market share and income from Global Banking & Market and premium Commercial Banking relationships
• Respond within agreed timelines to issues raised by audit and external regulators
• Resolve any/all identified issues promptly, and escalate concerns to management as appropriate to ensure timely awareness of any material concerns
• Maintain and observe all HSBC control standards and implement and observe the Group Compliance Policy, including the timely implementation of recommendations made by internal/external auditors and external regulators
• Maintain awareness of operational risk and minimize the likelihood of it occurring including its identification, assessment, mitigation and control, loss identification and reporting
• Protect sensitive client and bank information by ensuring documents, computers, files, and all confidential matters are appropriately handled as set forth by policy
• Ensure all activity documentation is complete to provide performance tracking

Essential

• Minimum of 8 years working in the banking industry
• In-depth knowledge of industry standards related to all Cash Management products and services
• Experience with or knowledge of local regulatory requirements related to Anti-Money Laundering
• Good level of business acumen and commercial awareness, including economic, cultural, procedural and regulatory issues
• Proven ability to deliver creative and flexible customer solutions
• Ability to understand a customers business and the fundamentals of running a business
• Good level of business acumen and commercial awareness, including economic, cultural, procedural and regulatory issues
• Ability to interact with business customers at all levels
• Excellent interpersonal skills and ability to interact and build relationships with internal and external stakeholders
• Excellent time management, planning and organisation skills
• Excellent range of communication skills, including written, verbal, and the ability to deliver compelling presentations
• Strong analytical, problem-solving, technical
• Experience in driving team and individual performance to achieve customer and financial targets
• Strong leadership and team motivational skills
• Proven coaching and performance management skills

Desirable

• Experience of working in an International Global Banking environment
• Broad based knowledge of HSBC Group companies
• Bachelor degree in any related field or equivalent work experience

When applying, please submit a full resume and attach your appraisal reports for the last two performance years. Your local internal application policy should be followed. For internal applicants in Hong Kong with less than twelve months in their current role, please also obtain and enclose the endorsement from your current line manager in the application as well; for more information, you can visit HRDirect and search for content "HKG: Do I need any approval to look for internal career opportunities?".

You’ll achieve more at HSBC.

Candidate with less relevant experience or skills may be offered a lower Global Career Band than stated above.

HSBC is committed to building a culture where all employees are valued, respected and opinions count. We take pride in providing a workplace that fosters continuous professional development, flexible working and opportunities to grow within an inclusive and diverse environment. 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.

Issued by The Hongkong and Shanghai Banking Corporation Limited.