HSBC Group

Open positions: 1

Global Career Band:5PM

Why join us? 

This role is part of the Wholesale COO construct which includes the Wholesale Client Services functions that comprise of Client Management Group, Credit Analysis Unit and Issuer Services. These functions put together play a critical part in the client onboarding and lifecycle management. In alignment to the Bank's strategic priority to enhance customer centricity and customer service, the Wholesale COO function was formed to improve the end-to-end services in the domain. Wholesale Banking supports both Commercial Banking and Global Banking serving millions of businesses ranging from small, to large corporates, providing commercial customers with a full range of banking services including Global Trade and Receivables Finance, RMB solutions, multi-currency business accounts, payments and cash management, and wealth management and insurance, as well as a comprehensive range of financing solutions.     

The Opportunity:  

This role is part of the newly created Integrated Client Servicing (ICS) function. The function will be responsible for client servicing activity (query handling) for GTRF clients based across Asia Pacific markets.

The role profile will entail managing the provision of client service support to clients with Global Trade and Receivables Finance (GTRF) products, ensuring client expectations are exceeded and that HSBC offers a superior service to that of our competitors. This person will act as a liaison between the client and other internal HSBC teams to help resolve queries – e.g., Relationship Management, Product Sales Managers, Transaction Services, Client Implementation, Operations, and others to resolve daily inquiries. They will also advise clients on GTRF products and processes with an aim to reduce discrepancies, drive efficiency and create positive client experience.

What you’ll do:     

Advisory:

• General incoming enquiries and advise clients on GTRF products and processes with an aim to reduce discrepancies, drive efficiency, increase ePen and create positive client experience.
• Provide guidance and support to clients on transaction-level documentation and e-channel usage after account opening handover from Business Development Managers (BDMs).

Document clarifications/enquiries:

• Receive and respond to client enquiries(including any counterparty bank enquiries), liaising with Transactional Services, BDMs and Relationship Managers, as appropriate.
• Contact clients when clarification on transactions is required, including documentation issues and discrepancies.

Transaction monitoring:

• Active follow-up of urgent transactions to ensure completion.
• Follow up exception reports and chase outstanding charges, instructions and documents.

Team Support Activities:

• Revenue-accretive and value-added activities support.
• To support the onshore CSMs in generating bespoke client reports for high-value Premium clients on daily/weekly/monthly basis (subject to agreement with client).
• To support onshore CSM to arrange handholding session with newly onboard customers
• To support the onshore CSMs in generating discrepancies/ referral reports /monthly MIs / offer letter / manual advice as well as data-points for Service Reviews on monthly basis in order to reduce referrals and drive efficiency.

What you will need to succeed in the role:       

• Managing a team of CS Analysts and Associates, in line with GTRF CS global segmentation model;
• Deliver AMH’s GTRF CS strategy and operating model through a CS team, aligned with the global GTRF CS target operating model;
• Achieve the overall business objective of revenue growth through revenue retention, reduced sales time on service, proactive management of GTRF service performance and increased clients’ usage of self-serve solutions;
• Act as escalation point for team of CS Analysts and Associates he/she is responsible for, and ensure client satisfaction by leading  a CS team  to render consistently excellent and market leading service;
• Collaborate with Transaction Services, GSD (where applicable), Business Development, Relationship Management and other internal/ external units on service performance, initiatives and issues;
• Collaborate with the Country Head of GTRF CS and Global Head of GTRF CS in driving a culture of long term, high quality needs-based solutions for clients, setting a market leading standard for service and client experience.

What additional skills will be good to have?     

• Solid knowledge of Core Trade, Guarantees, Supply Chain and/or Receivables Finance
• Ability to lead and motivate other managers and staff, employing appropriate management styles to achieve objectives.
• Ability to use strong judgemental skills to identify and resolve problems whilst maintaining service performance budgets, time scales and quality of output.
• University degree supporting Financial Services, Business Operation, Process service or equivalent experience in a related field.
• Knowledge of HSBC’s organization structure, business products/ solutions particularly GTRF and eChannels, operations and systems/processes is desirable.
• Excellent interpersonal skills, including verbal and written communication skills (in English and local language) as well as negotiating and influencing local/ regional/ global teams.
• Minimum 3-  5years experience in supervisory role(s) of client service and/or sales functions
• Demonstrate ability to multitask and work independently, as well as work collaboratively with other local/regional/global teams.
• Ability to manage in a crisis; making good and timely decisions in tough situation.

Please refer the Candidate User Guide in the below link to understand your own journey as a candidate.

https://hsbchrdirect.service-now.com/esc?id=kb_article&table=kb_knowledge&sysparm_article=KB0184596&sys_kb_id=712b5f041b1f82908d3a0fe7ec4bcbd6

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.)