Relationship Service Manager

Job description

Some careers open more doors than others.

If you're looking to unlock new job opportunities, take a look at the possibilities right on your doorstep here at HSBC.

Our COO team delivers strategic execution for Corporate and Institutional Banking (CIB) across the globe. Through transformative data and digital solutions, customer servicing, and non-financial risk expertise, this team is where problems are solved, and careers are made.

CIB COO focuses on these key priorities : . Protecting the bank, our customers and stakeholders by enhancing our operational resilience, strengthen our control environment, and improve risk management.. Driving operational excellence and efficiency by optimising our processes and delivering the transition to net zero in our own operations.

• . Enabling business growth exceptional service by enabling our businesses to focus on our competitive advantage and deliver transformation and digitisation across the bank.

Role Purpose

We are currently seeking an experienced professional to join the Wholesale Client Services Team for Corporate and Institutional Banking as a Relationship Service Manager (RSM).

Job Introduction

The RSM 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 Corporate and Institutional Banking (CIB)

Co-ordinate onboarding on behalf of Relationship Managers and product specialists, aligned to client requirements and the proactive management of credit and operational services for an assigned portfolio of CIB clients.

Support the Global Relationship Bankers or the local Relationship Managers to develop and grow long-term relationships with a portfolio of CIB clients.

Act as primary point of contact for clients and internal colleagues to ensure smooth delivery of client solutions and efficient feedback to client inquiries.

Protect the firm from non-financial risk through a robust and well managed control environment ensuring the business grows safely.

Maintain HSBC internal control standards, including timely implementation of internal and external audit points together with any issues raised by external regulators.

Manage workflow of credit and operational services and provide guidance to Relationship Managers, Client Managers, and other Relationship Service Managers (RSM) handling Operations and Credit.

Proactively manage all aspects of credit and operational services for an assigned portfolio to ensure high quality of service is always delivered.

Support the CARM approval process and collaborate with Credit Services Support and CARM team on CARM proposal and Credit Memorandum.

Support risk management activities in terms of handling RFI related enquiries and the approval on low / medium risk CDD periodic review cases for Relationship Managers

Provide opinion on operational aspects with various functions (Banking, Global Payments Solutions, Global Trade Solutions, Markets and Securities Services, Risk, Business Management, Transformation, Information Technology etc.)

Be the focal point and optimize the workflow of life-cycle management / credit and operational services provide guidance to Relationship Managers, Client Managers, support partners and other Corporate Support Officers (CSO)

Assist Relationship Managers with facilities related to operational matters and provide administrative support as required.

Principal Responsibilities

Collect relevant information from various sources to enable the Relationship Managers to consider / sanction / seek approval for (a) New business (b) New facilities (c) Facilities reviews / Adjustments (d) Unauthorised over-limit exceptions.

Drive annual review timeliness by active follow-up with 1) Credit analysts' submission to Relationship Managers 2) Relationship Managers on reviews and submissions before the agreed day prior to the review deadline.

Check covenant compliance certificate and covenant fulfilment Support Security Control co-ordination, take prompt follow-up action on outstanding items. Arrange renewal of security documents

Facilitate the loan drawdown process through close liaison with Client Management and Credit Ops on account opening and ensure that security requirements have been completed before facility limits are loaded.

Work closely with client managers, relationship managers and support them to complete all CDD / KYC / FCRM processes in a timely manner.

Execute or support the approval of low / medium risk periodic review profiles and risk management triggers.

Prepare sector update and news research summary for knowledge sharing among frontline.

Deal independently with e-mail or telephone enquiries from customers and liaise closely with other HSBC departments and branches in answering / resolving customer queries / issues. Proactively follow-up on outstanding matters

Undertake all required activities as directed by line manager or as agreed in annual objectives in support of the development of the CIB business.

Customers / Stakeholders

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 and for authorities delegated by them.

Facilitate Priority Client Management provide timely response to client queries.

Leadership & Teamwork

Active collaboration with internal stakeholders to orchestrate the process, sharing knowledge and information to ensure service excellence at all times.

Demonstrate proactivity and self-initiation, working with limited oversight.

Promotes high engagement, motivation levels and adherence to Group values.

Create robust team environment where skills and knowledge is openly shared to achieve team and business goals including embedding a best place to work environment.

Support the team as a fungible resource as and when required.

Operational Effectiveness & Control

Uphold the highest level of integrity and act as a role model for all HSBC values and business principles.

Demonstrate a commitment to excellence and perform to the highest standards.

Protect sensitive customer and bank information by ensuring documents, computers, files, and all confidential matters are appropriately handled as set forth by policy. Be vigilant in driving staff behaviour in an aligned fashion, holding them accountable for any violation of policy.

Act as an escalation point regarding service issues and assist to identify and progress service improvement and growth opportunities.

Role Requirements / Education Qualifications / Certifications / Experience :

Requirements

Solid understanding of Banking operations and its products / services, general knowledge of trade, treasury, payment and cash management products and activities

Relevant work experience supporting Relationship Managers or Sales teams in a financial institution.

Relevant credit application and credit monitoring experience (minimum 2 years)

Strong knowledge of regulatory requirements

Excellent client servicing skills (minimum 3 years of service in a client facing role)

Decisive with good judgement, results focused with the ability to manage and prioritize multiple tasks in a fast-moving environment.

Ability to work independently but also as a team player, with highly developed interpersonal skills

Agility with the ability to create value for customers prioritize competing demands.

Ability to understand and consolidate diverse and complex business information and identify and mitigate risk issues.

Be change oriented and explore ways of enhanced working and have a forward-thinking mind-set, in line with the Group's values and strategy.

Excellent analysis and problem solving skills.

Proficient in Microsoft Office

Fluent verbal and written English

Minimum Graduation or as required for the role, whichever is higher

You'll achieve more when you joinHSBC.

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.

Skills Required

Microsoft Office, Credit Monitoring, Operations, Client Servicing, Regulatory Requirements