Associate Relationship Support Manager - Mid-Market Enterprise

Job description

Global Vision. Local Focus.

Things really are different here. A career with HSBC in Canada is truly an experience that few financial service organisations can match. Here you will find yourself inspired and supported by colleagues whose daily responsibilities cross time zones, continents and cultures. You will be motivated to aim for your highest aspirations, and enjoy the rewards of belonging to a diverse and growth-driven culture.

Canada is a priority market for HSBC. We remain focused on growing customers locally with our unique products, and we offer a full suite of solutions developed from our global connectivity and network. HSBC has the institutional strength, capacity and commitment to support our Canadian client's requirements here and around the world. Employees who thrive at HSBC are service focused, entrepreneurial and driven. They show collaborative spirit and a quest for continuous improvement, while having the industry expertise and business acumen to deliver.

About Commercial Banking

HSBC Commercial Banking operates in 54 countries and territories, covering the developed and developing markets that matter most to our customers. Through our teams we connect businesses to opportunities, helping them thrive and grow. We work with a wide range of customers, from small enterprises to mid-market companies and large multinationals, providing them with the tools they need to function efficiently. These include trade and receivables finance, global liquidity and cash management, multi-currency accounts, commercial cards, overdrafts, working capital finance, insurance, term loans and syndicated, leveraged, acquisition and project finance.

A Day in the Life of an Associate Relationship Support Manager - Mid-Market Enterprise include the following:

Servicing Support will provide MME/BB relationship managed clients with a single point of contact for all MME/BB client servicing and query resolution needs, completing requests that can be done at first resolution or handing them off to the relevant execution team where appropriate

They will work closely with the RM supporting delivery of a professional relationship management service to customers, prospective customers and professionals. The job holder is required to provide high quality service to his/her internal and external customers; taking ownership and completing all tasks in a timely manner This supports the bank's long-term strategy to lead business by establishing and maintaining long term relationships with businesses, treating customers fairly, identifying their needs, delivering solutions to meet those needs and providing an excellent customer service.

This role will support more than 1 RM, some of whom may be remote.

Principle Accountabilities:
· Manage all aspects of client enquiry.
· To treat customers fairly in all aspects of communication.
· Maintaining excellent communication with Group colleagues to ensure a joined up approach to identifying, analysing and resolving issues
· Acting as the vital point of contact for clients and liaising with colleagues in the Centres, Case Management and GSD on administrative duties.
· Work as an integrated member of the team
· Work with colleagues and relevant departments as appropriate to ensure that all documents are processed in a timely manner
· Work in partnership with colleagues across the HSBC network to deliver exceptional standards and quality of service
· Promote an environment that supports diversity and reflects the HSBC brand.
· Adhere to structures and processes in place for the management of credit, operational, reputation and regulatory risk.
· Ensure credit and operational quality is not compromised in the pursuit of income
· Ensure operational losses and fraud are minimised
· Respond within agreed timelines to issues raised by audit and external regulators.
· Ensure timely and accurate maintenance of customer information.
· Help to resolve any/all identified issues promptly, and escalate concerns to management as appropriate to ensure timely awareness of any material concerns.
· 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.
· Maintain awareness of operational risk within assigned portfolio and minimise the likelihood of it occurring including its identification, assessment, mitigation and control, loss identification and reporting.
· Protect sensitive customer and bank information by ensuring documents, computers, files, and all confidential matters are appropriately handled as set forth by policy.
· Ensure that all employees are aware of and effectively identify and manage applicable money laundering (ML), terrorist financing (TF), sanctions and reputational risks.
· Complete other responsibilities, as assigned.

Desired profile

Qualifications :

Knowledge & Experience / Qualifications:
·  Bachelor's degree or minimum of 2 years of relevant work experience
·  Understanding of risk management
·  Some understanding of credit
·  Analytical and financial skills.
·  Ability to work without constant direction
·  Good organisational and time management skills.
·  Ability to interact with all levels of commercial customers
·  Good interpersonal skills
·  Good communication skills, both oral and written
·  Qualifications and/or training courses
Desirable
·  Commercial awareness, including economic, cultural, procedural and regulatory issues.
·  Working knowledge of CMB's international proposition / product capabilities
·  Working knowledge of HSBC Group capabilities
HSBC Proud

In 2016, HSBC Bank Canada was named one of the “Best 50 Corporate Citizens” in Canada by Corporate Knights magazine for the fifth consecutive year.

Here are some of the reasons why:
·  Career Development: Within your current role, as well as Canadian and international opportunities
·  Company Reputation: Offering prestige, strength, and longevity
·  Business Growth: Underpinned by our drive, and the highest banking standards
·  International Connectivity: Opportunities to network and build global relationships
·  A diverse workforce: Reflecting our belief that diversity of thought, background and perspective make HSBC a stronger organization
·  Corporate Sustainability: We build our business for the long term by balancing social, environmental and economic considerations in the decisions we make
Learn more about HSBC

HSBC Bank Canada, a subsidiary of HSBC Holdings plc, is the leading international bank in the country. We help companies and individuals across Canada to do business and manage their finances internationally through three global business lines: Commercial Banking, Global Banking and Markets, and Retail Banking and Wealth Management. HSBC Group - one of the world's largest banking and financial services with assets of US $2,492bn at 30 June 2017. Linked by advanced technology, HSBC serves customers worldwide through an international network of around 3,900 offices in 67 countries and territories in Europe, Asia, North and Latin America, and the Middle East and North Africa.