Posted By: How May I Help You NC on January 16, 2018
The role is to proactively support the Corporate Banking Relationship Managers to enable them to deliver the optimum contribution towards the CMB Annual Operating Plan (AOP), improve client engagement, maximize operational efficiency and allow the RMs to spend more time with clients and grow income by effectively managing servicing support officers
The role holder will manage the teams that assist the Corporate Banking Relationship Managers in the delivery of a professional, relationship management service to customers, prospective customers and professionals. This supports the bank’s long-term strategy to lead national and international business by establishing and maintaining long term relationships with businesses, identifying needs, delivering solutions to meet those needs and providing excellent customer service.
The role holder will play a direct role in managing the teams and identifying and meeting existing and prospect customer needs, delivering value to the customer and ensuring that we treat customers fairly in all that we do.
Impact on the Business
- Accountable for delivery against prescribed tasks
- Work effectively in partnership with other Corporate/CMB teams and product providers to deepen customer relationships and support/diversify revenue streams
- Manage the team to provide support to the RM in delivering a relationship management service which provides value-added advice and guidance to customers, prospects and professionals.
- Owning the customer experience, ensuring service excellence at all times, for all aspects of any customer or prospect’s interaction with HSBC.
- Keeping up-to-date on knowledge of HSBC’s capabilities.
- Keeping abreast of external factors influencing business e.g. economic, cultural, geographical, procedural and regulatory requirements.
- Deliver all aspects of the operating plan, with emphasis on the recognition, monitoring & mitigation of both operational & credit risk
- Closely manage the cost profile of the Area to ensure an appropriate return on any investment, and continuous improvement in efficiency and productivity
- Adopt and ensure fully effective utilization of all tools and systems provided by the bank to assist in risk management, service and sales delivery, avoiding any reliance upon manually created sales MI
- Ensure that CMs accurately identify and meet customer needs, delivering outstanding levels of customer service
- Take a hands-on approach to sales and performance management.
- Minimize impairment charges
- Initiate & monitor Improvement Plans at both centre & RM level, to create a “credit culture” which drives continuous improvement through open & honest feedback and coaching
- Control of losses within defined appetite
- Ensure Client Vision is used effectively Ensure all Cross Border income is reported on HORIS
Customers / Stakeholders
- Enhance and develop mutually beneficial relationships with clients
- Liaise and work with CMB Onboarding team(s) to ensure best possible experience and outcomes for customers, employees and the Bank
- Effective interaction with team within CMB Onboarding and across the wider Bank
- Responsible for reviewing service delivery, resolving delivery issues, and developing / extending services provided to clients
Leadership & Teamwork
- Ensure clarity and accuracy when conveying information to senior / line management
- Coach team members and develop skills
- Ensure effective and continuous dialogue within the CMB Onboarding team(s)
- Display courageous integrity in all dealings
Operational Effectiveness & Control
- Identify and improve existing methods of working
- Support change initiatives and embed within own team
- Adhere to and actively support established policies and procedures in own area or team
- Ensure the consistent application of Group policy and adherence to regulatory, financial, and legal standards to minimize business and reputational risks
- Assume responsibility for the delivery of efficient, accurate and timely processing of clients requests and transactions
- To implement the Group compliance policy locally by containing compliance risk in liaison with the Head of Group Compliance, Global Business Compliance Officer, Area Compliance Officer or Local Compliance Officer, ensuring adequate compliance resources and training, fostering a compliance culture and optimizing relations with regulators.
Complete other responsibilities, as assigned.
Major Challenges
- Contributing to the team to support the delivery of income and growth.
- Supporting implementation of changes and initiatives within the CMB Onboarding Team in a timely manner.
- Ensuring focus on delivering the requirements of the role and maintaining close links with stakeholders.
Role Context
- The role is a key part of the CMB Onboarding Team and is responsible for supporting the S/CBMs in providing exceptional customer service whilst delivering income growth, improving efficiencies and embracing Corporate initiatives.
- The role holder will operate within the Bank’s risk and operational guidelines and is responsible for ensuring that organizational standards are maintained and that the Banks policies and procedures are adhered to throughout the CMB Onboading Team in order to mitigate risk.
Management of Risk
- Ensure compliance, operational risk controls in accordance with HSBC or regulatory standards and policies; and optimize relations with regulators by addressing any issues.
- The jobholder will ensure the fair treatment of our customers is at the heart of everything we do, both personally and as an organization. This will be achieved by consistently displaying the behaviors required to support the Best Place to Bank principles of Make Better Products, Sell Them Properly and Keep Them Sold.
- The jobholder will also continually reassess the operational risks associated with the role and inherent in the business, taking account of changing economic or market conditions, legal and regulatory requirements, operating procedures and practices, management restructurings, and the impact of new technology.
- This will be achieved by ensuring all actions take account of the likelihood of operational risk occurring.
- Also by addressing any areas of concern in conjunction with line management and/or the appropriate department.
Observation of Internal Controls
- Maintains HSBC internal control standards, including timely implementation of internal and external audit points together with any issues raised by external regulators.
- The jobholder will also adhere to and be able to demonstrate adherence to internal controls. This will be achieved by adherence to all relevant procedures, keeping appropriate records and, where appropriate, by the timely implementation of internal and external audit points, including issues raised by external regulators.
- The jobholder will implement the Group compliance policy by containing compliance risk in liaison with Compliance. The term ‘compliance’ embraces all relevant financial services laws, rules and codes with which the business has to comply.
- This will be achieved by adhering to all relevant processes/procedures and by liaising with Compliance department about new business initiatives at the earliest opportunity.
- The jobholder will also continually reassess the operational risks associated with the role and inherent in the business, taking account of changing economic or market conditions, legal and regulatory requirements, operating procedures and practices, management restructurings, and the impact of new technology.
Qualifications & Requirements
Knowledge
•Broad knowledge of the Bank’s structures, products and services
•Awareness of the changing economic, social and regulatory environment in the US
•Knowledge of international business and various industry sectors
•Experienced knowledge and use of HORIS and Client Vision systems (including reporting) and complex MI
Experience
•Minimum of five years proven and progressive commercial and/or customer service experience or equivalent
•Proven track record in a client focused environment
•Competent professional who maintains and develops professional knowledge to bring best practice ideas to the business
•Experience of working in a teamwork environment
•Ideally, experience in the Commercial or Corporate Banking environment
Skills
•Strong ‘team’ skills promoting an environment of co-operation and trust, overcoming resistance where encountered
•Good analytical and financial skills
•Strong prioritizing, organizational and time management abilities
•Excellent verbal and written communications skills
•Personal qualities of stability, maturity and authority and an ability to work with staff at all levels
•Ability to make decisions
EEO/AA/Minorities/Women/Disability/Veterans
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