Relationship Service Manager (H/F)

Job description

Description de l'emploi

At HSBC, we’re a trusted international organization with a global customer base of around 39 million customers worldwide through a network that covers 62 countries and territories. In Europe, our ambition is to become the leading international wholesale bank and we need talent like you to help us meet our ambition. Whether you want a career that could take you to the top or in an exciting new direction—we offer opportunities, support and rewards that will take you further. 
Here in France, you’ll help evolve and grow our business. 


What you’re going to do: 

o    The successful candidate will be positioned within our Wholesale Client Services Team, which is focused on Coverage supporting in helping our clients both for New Business & ongoing Client Servicing
•    Proactively manage all aspects of Client Services for an assigned group of RMs/ Clients within our Global Banking portfolio, ensuring high quality of service always delivered to Clients and Customers.
•    Work alongside Client Managers and Client Service Managers, taking responsibility for the operational effectiveness of the client relationship, helping clients and RM’s navigate HSBC’s Global Network, Local Coverage, and Product Support Team.
•    Remit over Global Banking Client Servicing, in ensuring our clients are managed via an industry-competitive, streamlined process. Will report directly to the Head of UK Corporates Onboarding.

Key Accountabilities

o    Impact on Business

•    To be in regular contact with RMs on operational issues and take prompt follow-up action on outstanding matters.
•    Take ownership of Client Maintenance and servicing activities including ad hoc client queries and escalations.
•    Manage client onboarding for Complex New to Bank Clients for both Global Banking & Markets Products

o    Customers / Stakeholders

•    Interfacing with clients and a wide variety of internal teams such as Account Opening, KYC, Regulatory Team, Credit Services, Global Payments Services and Global Trade Receivables Finances etc. on a daily basis
•    Develop and maintain a strong professional relationship with all stakeholders internal and external.
•    Proactively manage all aspects of Client Service with a focus on a high quality of service being delivered to clients.
•    To act as one-stop shop to guide RM in holistic approach in providing solutions to client servicing issues.


o    Technical Skills & Teamwork

•    Manage a streamlined service for our Global Banking clients, minimising where possible the number of queries sent to our clients, or where necessary being able to communicate those requirements in a clear, and easy to review and respond manner.
•    Act as a Client Servicing knowledge hub to the team and management alike; with a focus on the ability to resolve queries.
•    Use Servicing knowledge to manage complex operational problems and present the solution to RMs in clear language.
•    Share knowledge and information to help build technical competence across the function.
•    Support training and help to develop a team of global professionals.


o    Operational Effectiveness & Control

•    To understand the impact of new initiatives and re-engineered processes on their respective client relationships and ensure effective communication of change.
•    To act as an escalation point regarding service or operational control issues and assist in identifying and progressing improvements.
•    Serve as an SME and SPOC to the Business to facilitate Projects, Process Improvement, and reengineering efforts.

o    Management of Risk

•    Is aware of the Operational Risk scenario associated with the role and acts in a manner that takes account of operational risk considerations.

o     Major Challenges

•    The role will entail encompassing multi-layered relationships across sales, credit, and operational functionality in a global, regional and local context. There will be an expectation to continue to learn and develop in role on existing skills to ensure the role holder has an all-inclusive approach to resolution of business obstacles. Along with this there will be an expectation there will be an ability able to manage multiple priorities. In line with this, the successful candidate will understand the importance of flexible changes that may arise over time in the scope of activities they perform.

Conditions

Apply if you feel you match these skills:

·  Professional work experience in the financial services industry ideally within a client services / operation role.
·  A strong understanding of our Global Banking clients, and the products we offer them, along with a willingness to learn and manage client Onboarding requirements. 
·  Excellent spoken and written communication skills with experience of adapting your style and approach to the audience and message being delivered
·  Proven ability to work well under pressure and prioritise competing demands 
·  Flexible approach to investigating and resolving root causes of issues that impact our Clients and Coverage Teams  
·  Strong networking across our Coverage, Product and Wholesale Client Services Teams
·  Ability to analyse of data efficiently, draw conclusions and take actions on these as required.
·  Strong relationship management skills with the ability to engage multiple parties, meet their expectations, negotiate in situations of conflicting interests and influence key decision makers in a positive manner
·  Self-motivated, positive, passionate and a solution-oriented mindset.
·  Even if you feel you do not fit 100% of our qualifications, we encourage you to not let this hold you back from applying if you believe this is the role for you.

What you’ll get in return:

·  We’ll help you progress your career, including access to development programs, mentoring and coaching, as well as world-class training through HSBC University.
·  You can work your way and will have a say in when, where and how you and your team flexibly work together.
·  Our flexible benefits will give you financial security, including employer-funded pension, Holiday vouchers based on your reference tax income. Our family-focused benefits can help you to support your loved ones, including partial reimbursement of childcare costs, allowance for parents of children with disabilities, days off for key events (weddings, moving house), 
·  We’ll give you a huge range of resources that support your mental, physical and social well-being, including free access to Headspace app, health checks, 5 weeks paid vacation.
·  You’ll have opportunities to work internationally - this can be your place to start and branch out to anywhere we have offices. 
·  You’ll be able to join our Employee Resource Groups that bring together colleagues with shared characteristics and common interests.