Job description
Open positions:1
Global Career Band: 6IC
Why join us?
CIB COO delivers strategic execution for the Commercial Banking (CMB) and Global Banking (GB) businesses across the globe. Through transformative data and digital solutions, customer servicing throughout the customer lifecycle, and delivering safe growth supported by non-financial risk expertise, we collaborate across the global businesses and global functions to get it done.
RSM COE is part of Wholesale Client Services (WCS) to provide dedicated support to GRMs across Account maintenance, Credit servicing, AI Triggers and Customer servicing activities, allowing RMs to dedicate more time to client facing activities. The team supports Europe, MENA and ASP sites and continues to grow its presence in European and US markets. The team works closely with product teams and other WCS functions to deliver end-to-end frontline/ client service as required and has a range of 50+ activity support across AI Triggers, Account maintenance, Credit servicing and Customer servicing.
The Opportunity:
Relationship Service Management is a digitally enabled CIB Banking Client Relationship Services team who delivers coordination of client impacting servicing activities on behalf of RMs to facilitate optimal client experience and allow front-line partners focus on business generating activities.
What you’ll do:
Relationship Service Manager role is part of Client Relationship Servicing within CIB Banking within CIB COO. CIB COO is a globally aligned function supporting GBM/CMB wide businesses and all elements of the client lifecycle including Onboarding and Client Relationship Servicing. RSM function is accountable for ensuring that HSBC consistently provides exceptional service to its clients. The CIB Banking CS Value Stream oversees all Account Maintenance, Account Opening, Closing & Reactivation requests, Client Authorization Update (Mandates), Audit confirmation, Request for Information and RM Delegated Responsibilities (AI Triggers/CDD Info).
Requisitos
What you will need to succeed in the role:
Principal Accountabilities and Responsibilities (e.g., for Business, Customers & Stakeholders; internal control environment, etc.)
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.
Problem situations are proactively identified, resolved and escalated to give maximum customer satisfaction. Appropriate measures are taken to improve quality and prevent recurrence.
Takes ownership and accountability of complex issues/exceptions/queries and acquires the knowledge needed to resolve them.
Customers / Stakeholders
Interfacing with wide variety of teams like Relationship Managers, WSO, Compliance, Credit Services, WMR, GPS, GTRF etc. especially on matters that involve escalation of pending and ageing profiles.
Develop and maintain excellent professional relationship with all stakeholders – both internal & external.
To act as one-stop shop to guide RM in holistic approach and revert with solution.
Be responsible for managing E2E mandate and signor updates for entities locally and globally. Fluent comprehending core documents associated with mandate/signatories’ updates.
Possess understanding of Actionable Intelligence (AI) and its application in driving informed decision-making dealing with surveillance triggers within the tool.
Ensure that the client is at the heart of everything we do both personally and as an organization by driving a client-centric culture.
Leadership & Teamwork
Act as a knowledge hub to the RMs and management alike; with proven ability to resolve queries.
Use the product/ sales knowledge to find answers to complex operational problems and present the solution to RMs in clear language.
Share knowledge and information to help build technical competence across the function.
Foster a strong, collaborative culture and positive team dynamics consistent with Group Values.
Could additionally be responsible for providing training and help to develop a team of global professionals.
Contributes actively to meetings/conference calls and ensures that their perspective is included in decision making on business improvements, efficiency gains or change initiatives.
Lead End to End team reviews, KPI and performance dashboards.
Inspire and guide cross-functional teams toward shared goals, fostering a culture of collaboration and excellence.
Collaborate seamlessly with colleagues, leveraging diverse perspectives to drive innovative solutions.
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
Demonstrates active involvement in projects and program delivering useful improvements to systems, business process or performance.
Serve as an SME and SPOC to the Business to facilitate Projects, Process Improvement, and reengineering efforts.
Adopt operational specifications for CRS that adhere to Group requirements for risk and compliance management in relation to client interactions, operational risk management and data protection.
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.
To minimize operational risk, including procedure reviewing and improvement.
Ensure adherence to all applicable laws and regulations, Group policies, procedures and standards including the timely implementation of recommendations made by external auditors and regulators.
Ensure implementation and adherence to audit and compliance requirements and proactively highlight potential issues to the management.
What additional skills will be good to have?
Functional Knowledge & Skills Required
Excellent spoken and written communication skills with experience of adapting your style and approach to the audience and message being delivered. (E)
Advanced knowledge of AI Triggers - Surveillance Triggers, Negative News Screening (NNS) and Sharing Of Information (SoI). (D)
Working knowledge of Mandate documents such as Board Resolution (BR), Power Of Attorney (PoA), Articles of Associations (AoA) and List of Directors (LoD). (D)
Advanced knowledge of credit & lending and GPS products. (D)
At least 3 -4 years’ experience in a client facing role.
Orientation to client service and a good understanding of service principles and practices.
Proven ability to work well under pressure and prioritize competing demands (E).
Flexible approach to duties and hours of work (E)
Strong network across Business Services, Product, and central Operational Support Teams
Must be proactive and prepared to investigate issues of own initiative with the minimum of information.
Ability to analyze large amounts of data efficiently, draw conclusions on what the data means, and actions required.
Ability to handle crisis situations and take appropriate / timely decisions.
Strong knowledge in advanced Excel functionality.
Strong relationship management skills with the ability to manage & engage multiple parties, meet their expectations, negotiate in situations of conflicting interests and influence key decision makers in a positive manner.
Self-Motivated, positive, and passionate individual with a solution-oriented mindset.
Please refer the Candidate User Guide in the below link to understand your own journey as a candidate.
You’ll achieve more at HSBC
HSBC is an equal opportunity employer 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. We encourage applications from all suitably qualified persons irrespective of, but not limited to, their gender or genetic information, sexual orientation, ethnicity, religion, social status, medical care leave requirements, political affiliation, people with disabilities, color, national origin, veteran status, etc., We consider all applications based on merit and suitability to the role.
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 HSBC Electronic Data Processing (Guangdong) Ltd. GSC China***
(* The information contained in this job description is a true and accurate reflection of the job as specified.)
Nombre del recruiter
Jia Yu Chen
Email del recruiter
phoebe.j.y.chen@hsbc.com.cn