GTRF Standard Client Services Manager, GSC

Some careers have more impact than others.
If you're looking for a career where you can make a real impression, join HSBC
and discover how valued you'll be.
HSBC is one of the largest banking and financial services organisations in the
world, with operations in ‎64 countries and territories. We aim to be where the
growth is, enabling businesses to thrive and economies to prosper, and,
ultimately, helping people to fulfil their hopes and realise their ambitions.

We are currently seeking an experienced professional to join our team in the
role of Standard Client Services Manager
Principal responsibilities
HSBC Global Trade and Receivables Finance (GTRF) is one of the largest trade
services organizations in the world, offering a comprehensive range of
forward-thinking supply chain and traditional trade solutions for Commercial
(CMB) and Global Banking & Markets (GBM) clients. It has been repeatedly
recognized by the industry's most prominent publications and associations in
numerous awards for its strength in combining innovation and service
excellence with end-to-end client solutions.
The GTRF Client Services Manager (CSM) is a client-facing role and the central
point of contact for all client transactional needs and service solutions for
the assigned client portfolio (Standard). The main purpose of the role is to:
* Deliver a valued and best in class client experience, built on deep Services SME expertise, strong internal networks across frontline (Business Development Managers and Relationship Managers) and back office functions, and a deep understanding of the client's trade business across the Group
* Understand the clients' transaction routines, provide support and guidance and anticipate their service needs and resolve transaction and service issues
* Help embed a client-centric culture by putting the client at the heart of our service provision
* Provide high quality service to clients by resolving service quality issues in a timely manner and implementing preventative measures to protect service levels.
* Elevate the client experience as evidenced from external feedback, client calls and feedback from managers, RMs and BDMs
* Own, manage and successfully resolve clients' transactional queries, issues and complaints, in line with agreed SLAs and relevant standards (incl. financial crime and regulatory)
* Provide timely (often pro-active) and accurate guidance and recommendations to clients to help them manage their business effectively and build trust in our offering and service proposition with a view to gaining new business
* Contribute to the achievement of revenue growth through retention, reduced sales time on service, proactive management of GTRF service performance and increased clients' usage of self-service solutions
* Provide transactional trade advice to assigned clients, Business Development Managers and Relationship managers, and provide input to account planning
* Actively monitor the client's Trade Facility Utilization and look for opportunities to gain new business
* Promote the ease of use of our digital tools and increase the clients' effectiveness by encouraging them to use self service solutions / tools
* Solicit regular client feedback on service performance through client calls and check-ins
* Support the coaching, on boarding and training of other CSM team members and contribute to the successful embedding of a high performing culture and behaviours
* Set the highest professional standards personally and as a member of the team.
* Ensure personal development is a core priority and complete agreed learning and developmental activities.
Embrace HSBC's values and always strive to deliver fair outcomes for clients
and HSBC
Requirements
Requirements
* Deep knowledge and experience in GTRF products / processes
* Be able to demonstrate strong commitment to service excellence and client relationship management skills in current role
* Proven track record of demonstrating excellent problem solving skills and ability to use the matrix effectively to resolve issues and connect clients to opportunities
* Be able to think through, problem solve, priorities, and handle difficult situations with pragmatism, common sense and empathy
* Demonstrable experience of challenging the status quo, processes and operations in order to deliver an enhanced client experience
* Able to deliver difficult messages and remain calm under pressure
* Strong influencing and negotiation skills with excellent written and oral presentation skill
* CITF certification (or another relevant trade qualification) is highly desirable

You 'll achieve more when you join 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."

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