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Client Services Manager

2 weeks ago

Singapore THE HONGKONG AND SHANGHAI BANKING CORPORATION LIMITED Full time

**Principal Responsibilities**
- Accountable for delivering Client Service excellence domestically/regionally/globally, effectively managing any risks and issues
- Accountable for managing a portfolio of Commercial Banking/Global Banking customers who bank with HSBC regionally/globally
- Accountable to retain revenue as well as achieve incremental revenues from existing portfolio of customers; Cross selling GLCM products and providing superior service support for all GLCM solutions
- Manages relationship with internal stakeholders including Relationship Managers, Sales, Product, Implementation and various other product partners
- Resolves global/regional/domestic Client Service issues and challenges as the final escalation point; identify and introduce service improvements to improve the overall client experience
- Identify opportunities to streamline processes, eliminate redundancy, increase revenue and strengthen relationships
- Analyse clients’ activities and processes in order to provide advice and improvements client’s business processes through new products and services.
- Generate referrals for other Global Businesses, e.g. CMB, Private Banking, GBM, RBWM, as appropriate
- Keep abreast of external factors influencing international business e.g. economic, cultural, geographical, procedural and regulatory requirements
- Help Team Head to manage a team of Account Managers in implementing the Client Service proposition.
- Deliver the end-to-end client fulfilment model and ensure this is enhanced with internal initiatives and customer feedback
- Deliver service in compliance with group and regulatory requirements

**Requirements**:

- Bachelor’s degree in business, banking or in a related field
- Minimum of 8 years working in a transaction banking equivalent role or managing Wholesale client relationships
- In-depth knowledge of industry standards related to all Cash Management products and services
- Experience with or knowledge of local regulatory requirements related to Anti-Money Laundering and Sanctions
- Good level of business acumen and commercial awareness, including economic, cultural, procedural and regulatory issues
- Ability to understand a client’s business and the fundamentals of running a business
- Ability to interact with customers at all levels (junior to c-suite)
- Excellent interpersonal skills and ability to interact and build relationships with internal and external stakeholders
- Excellent time management, planning and organisation skills
- Excellent range of communication skills, including written, verbal, and the ability to deliver compelling presentations
- Strong analytical, critical thinking, problem-solving skills
- Strong leadership and team motivational skills
- Proven ability to deliver creative and flexible customer solutions