Relationship Service Manager

Our purpose – Opening up a world of opportunity – explains why we exist. Here at HSBC we use our unique expertise, capabilities, breadth and perspectives to open up new kinds of opportunity for our more than 40 million customers. We’re bringing together the people, ideas and capital that nurture progress and growth, helping to create a better world – for our customers, our people, our investors, our communities and the planet we all share.

• 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
• The RSM is responsible for, but not limited to, the proactive managing of Client, Frontline and Product Area generalist servicing queries; and will partner with the Global Relationship Manager or Senior Relationship Manager to develop and grow long-term relationships with a portfolio of major clients, 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
• The RSM is responsible on Maintain HSBC internal control standards, Proactively manage 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 and Monitor documents which are supporting credit and ensure they are up to date (e.g., retrieving updated financials in line with agreed credit terms) by Resolving credit items which are preventing payments from processing and 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
• The RSM 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, Partner with various departments (GPS, GTRF, Wholesale Servicing, Digital Delivery, Wholesale Transformation, CMB & GB Chief Commercial Office, etc.) on delivering a first in class client servicing and Be the focal point and optimize the workflow of RSM Processes

As our Relationship Service Manager you will:

• Act as a single point of contact for RMs on operational issues and take prompt follow-up action on outstanding matters
• Take ownership of Client Maintenance, Servicing and Credit Facilities activities including client queries and escalations
• Interfacing with clients and a wide variety of internal teams such as Account Opening, KYC, Regulatory Team, Credit Services, Global Payments Services and Global Trade Receivables Finances etc. on a daily basis
• Act as Frontline Delegate for Risk Triggers and approvals
• Manage a streamlined service for our Global Banking clients, minimising where possible the number of queries sent to our clients, or where necessary being able to communicate those requirements in a clear, and easy to review and respond manner
• Act as a Client Servicing knowledge hub to the team and management alike; with a focus on the ability to resolve queries
• Use Servicing knowledge to manage complex operational problems and present the solution to RMs in clear language
• Share knowledge and information to help build technical competence across the function
• Support training and help to develop a team of global professionals.

For this role, HSBC targets a pay range between $58,700.00 and $88,100.00

The final fixed pay offer will depend on the candidate and a number of variables, including but not limited to, role responsibilities, skill set, depth of experience and education, licensing/certification requirements, internal relativity, and specific work location.

At HSBC, our overall goal is to provide a competitive Total Reward Package, with an appropriate mix of fixed pay, and variable pay, as part of an employee’s overall total compensation and benefits. Variable pay generally takes the form of discretionary, annual awards (sometimes referred to as a “bonus”). Additionally, HSBC offers a wide range of competitive and flexible benefits designed to help you improve your health and well-being, finances, and lifestyle.

The final fixed pay offer will depend on the candidate and a number of variables, including but not limited to, role responsibilities, skill set, depth of experience and education, licensing/certification requirements, internal relativity, and specific work location.

You´ll likely have the following qualifications to succeed in this role:

• 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 working with Relationship Managers or Sales teams in a financial institution (bank or non-bank)
• Excellent client servicing skills (minimum 5 years of service in a client facing role)
• 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
• 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
• Experience in managing operational risks through close monitoring and continuous improvement
• 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)
• Developed management skills, with experience in team building and managing a wide range of projects

In compliance with applicable laws, HSBC is committed to employing only those who are authorized to work in the U.S. Applicants must be legally authorized to work in the U.S. as HSBC will not engage in immigration sponsorship for this position.

#wayup