Description
Role Purpose:
HSBC Global Trade Solutions (GTS) is one of the largest trade services organisations in the world, offering a comprehensive range of forward-thinking supply chain and traditional trade solutions for Corporate and Institutional (CIB) clients.
The GTS Client Services (CS) Assistant Manager is a client-facing role and the central point of contact for all client transactional needs and service solutions for the assigned client portfolio (Global Priority, Premium or Standard).
Principal Accountabilities:
- Deliver GTS's Client Services (CS) strategy and target operating model in line with CS's global segmentation model (Priority, Premium, Standard)
- Understand the clients' transaction routines, provide support and guidance and anticipate their service needs and resolve transaction and service issues
- Where suspicion or doubt arise from the clients' transactional activity, escalate issues or concerns to local GTS management and Financial Crime Compliance teams for guidance
- Adopt and deliver global initiatives and practices for GTS's CS that enable globally consistent, yet locally competitive, segmented service experience for assigned client portfolio
Key activities and decision making areas:
- Deliver GTS's Client Services (CS) strategy and target operating model in line with CS's global segmentation model (Priority, Premium, Standard)
- Understand the clients' transaction routines, provide support and guidance and anticipate their service needs and resolve transaction and service issues
- Where suspicion or doubt arise from the clients' transactional activity, escalate issues or concerns to local GTS management and Financial Crime Compliance teams for guidance
- Adopt and deliver global initiatives and practices for GTS's CS that enable globally consistent, yet locally competitive, segmented service experience for assigned client portfolio
Leadership and Teamwork:
- Set the highest professional standards personally and as a member of the team
- Foster a strong, collaborative culture and positive team dynamics consistent with Group Values
- Maintain good working relationships with Transaction Services staff, BDMs, GSC staff (where applicable), RMs and other internal teams (and external parties, where applicable) and operate in an open and transparent way being fully accountable for supporting business
Operational Effectiveness and Control:
- Ensure adherence to all applicable laws and regulations, Group policies, procedures and standards including the timely implementation of recommendations made by external auditors and regulators
- Contribute to continuous process improvement and quality measurement to create efficiencies to enable CS staff to focus on role of making world trade easy
- Adopt operational specifications for CS that adhere to Group requirements for risk and compliance management in relation to client interactions, operational risk management and data protection
Major Challenges:
- The role requires a broad understanding of all GTS products, services and procedures, as well as an ability to offer effective transactional advisory and guidance to clients, BDM and RMs
- The jobholder will conduct client visits and service reviews to demonstrate product benefits, helping our clients run their businesses efficiently and effectively, building a positive client experience and assisting the BDM / RM demonstrate value in GTS's products and coverage
- The jobholder must be able to deal with multi-jurisdictional/demanding clients by responding to their enquiries quickly and accurately within SLAs
- Careful analysis and judgment is required to resolve a multitude of enquiries
- A high level of communication/coordination skills is also required as the jobholder must interact with both clients and internal staff in multiple countries (building a global network of contacts for each relationships specific needs) and time zones (e.g. Transaction Services, GSD, BD, RM, etc.), as well as external parties where applicable (e.g. credit insurers, etc.)
Role Context:
Global Trade Solutions (GTS) is a core business for HSBC. The traditional finance of trade cycles and the information contained therein relies heavily on the professional expertise of GTS Services and on technology. The ability of Services teams to process transactions efficiently and accurately has long been seen as a differentiator in the market.