Job Description

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 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.

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