Relationship Service Manager

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We are currently seeking an experienced professional to join the Wholesale Client Services Team for Corporate and Institutional Banking as a Relationship Service Manager (RSM).

Job Introduction

The RSM 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 Corporate and Institutional Banking (CIB)
• Co-ordinate onboarding on behalf of Relationship Managers and product specialists, aligned to client requirements and the proactive management of credit and operational services for an assigned portfolio of CIB clients.
• Support the Global Relationship Bankers or the local Relationship Managers to develop and grow long-term relationships with a portfolio of CIB clients.
• Act as primary point of contact for clients and internal colleagues to ensure smooth delivery of client solutions and efficient feedback to client inquiries.
• Protect the firm from non-financial risk through a robust and well managed control environment ensuring the business grows safely.
• Maintain HSBC internal control standards, including timely implementation of internal and external audit points together with any issues raised by external regulators.
• Manage workflow of credit and operational services and provide guidance to Relationship Managers, Client Managers, and other Relationship Service Managers (RSM) handling Operations and Credit.
• Proactively manage all aspects of credit and operational services for an assigned portfolio to ensure high quality of service is always delivered.
• Support the CARM approval process and collaborate with Credit Services Support and CARM team on CARM proposal and Credit Memorandum.
• Support risk management activities in terms of handling RFI related enquiries and the approval on low/ medium risk CDD periodic review cases for Relationship Managers
• Provide opinion on operational aspects with various functions (Banking, Global Payments Solutions, Global Trade Solutions, Markets and Securities Services, Risk, Business Management, Transformation, Information Technology etc.)
• Be the focal point and optimize the workflow of life-cycle management/credit and operational services; provide guidance to Relationship Managers, Client Managers, support partners and other Corporate Support Officers (CSO)
• Assist Relationship Managers with facilities related to operational matters and provide administrative support as required.

Principal Responsibilities
• Collect relevant information from various sources to enable the Relationship Managers to consider/sanction/seek approval for (a) New business (b) New facilities (c) Facilities reviews / Adjustments (d) Unauthorised over-limit exceptions.
• Drive annual review timeliness by active follow-up with 1) Credit analysts’ submission to Relationship Managers 2) Relationship Managers on reviews and submissions before the agreed day prior to the review deadline.
• Check covenant compliance certificate and covenant fulfilment; Support Security Control co-ordination, take prompt follow-up action on outstanding items. Arrange renewal of security documents
• Facilitate the loan drawdown process through close liaison with Client Management and Credit Ops on account opening and ensure that security requirements have been completed before facility limits are loaded.
• Work closely with client managers, relationship managers and support them to complete all CDD/KYC/FCRM processes in a timely manner.
• Execute or support the approval of low/medium risk periodic review profiles and risk management triggers.
• Prepare sector update and news research summary for knowledge sharing among frontline.
• Deal independently with e-mail or telephone enquiries from customers and liaise closely with other HSBC departments and branches in answering / resolving customer queries / issues. Proactively follow-up on outstanding matters
• Undertake all required activities as directed by line manager or as agreed in annual objectives in support of the development of the CIB business.

Customers / Stakeholders
• 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 and for authorities delegated by them.
• Facilitate Priority Client Management; provide timely response to client queries.

Leadership & Teamwork
• Active collaboration with internal stakeholders to orchestrate the process, sharing knowledge and information to ensure service excellence at all times.
• Demonstrate proactivity and self-initiation, working with limited oversight.
• Promotes high engagement, motivation levels and adherence to Group values.
• Create robust team environment where skills and knowledge is openly shared to achieve team and business goals including embedding a best place to work environment.
• Support the team as a fungible resource as and when required.

Operational Effectiveness & Control
• Maintain and observe all HSBC control standards and implement and observe the Group Compliance Policy, including the timely implementation of recommendations made by internal/external auditors and external regulators.
• Uphold the highest level of integrity and act as a role model for all HSBC values and business principles.
• Demonstrate a commitment to excellence and perform to the highest standards.
• Protect sensitive customer and bank information by ensuring documents, computers, files, and all confidential matters are appropriately handled as set forth by policy. Be vigilant in driving staff behaviour in an aligned fashion, holding them accountable for any violation of policy.
• Act as an escalation point regarding service issues and assist to identify and progress service improvement and growth opportunities.

Role Requirements / Education Qualifications / Certifications / Experience:
• The jobholder is required to possess a holistic view on clients’ background and sound sector knowledge in order to provide commentary / input on behalf of Relationship Managers. Business sense and excellent interpersonal skill is required to deal with CIB clients.
• Thorough understanding of the Group and the CIB businesses, including products, propositions, services, systems, credit services, relationship management models, the financial services landscape is expected.
• Ability to provide swift, accurate responses to queries from Analyst, Associate, Associate Director, Director, MD, and clients in a timely manner and at a reasonable level of organizational skills
• The jobholder will ensure the fair treatment of HSBC customers is at the heart of everything we do, both personally and as an organisation. They 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.
• Maintains HSBC internal control standards, including timely implementation of internal and external audit points together with any issues raised by external regulators.
• Understands, follows, and demonstrates compliance with all relevant internal and external rules, regulations and procedures that apply to the conduct of the business in which the jobholder is involved, specifically Internal Controls and any Compliance policy including, inter alia, the Group Compliance policy.

Requirements
• Solid understanding of Banking operations and its products / services, general knowledge of trade, treasury, payment and cash management products and activities
• Relevant work experience supporting Relationship Managers or Sales teams in a financial institution.
• Relevant credit application and credit monitoring experience (minimum 2 years)
• Strong knowledge of regulatory requirements
• Excellent client servicing skills (minimum 3 years of service in a client facing role)
• Decisive with good judgement, results focused with the ability to manage and prioritize multiple tasks in a fast-moving environment.
• Ability to work independently but also as a team player, with highly developed interpersonal skills
• Agility with the ability to create value for customers; prioritize competing demands.
• Ability to understand and consolidate diverse and complex business information and identify and mitigate risk issues.
• Be change oriented and explore ways of enhanced working and have a forward-thinking mind-set, in line with the Group’s values and strategy.
• Excellent analysis and problem solving skills.
• Proficient in Microsoft Office
• Fluent verbal and written English
• Minimum Graduation or as required for the role, whichever is higher

Additional Information
• Mandatory to successfully complete Anti-Money Laundering and Sanctions training and post-course assessment, as required

Useful Link

Link to Careers Site: Click HERE

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Issued by The Hongkong and Shanghai Banking Corporation Limited, India

India
Maharashtra
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