Client Service Manager

Some careers shine brighter than others.

If you’re looking for a career that will help you stand out, join HSBC and fulfil your potential. Whether you want a career that could take you to the top, or simply take you in an exciting new direction, HSBC offers opportunities, support and rewards that will take you further.

HSBC is one of the largest banking and financial services organisations in the world, with operations in 64 countries and territories. We aim to be where the growth is, enabling businesses to thrive and economies to prosper, and, ultimately, helping people to fulfil their hopes and realise their ambitions.

We are currently seeking an experienced professional to join our team in the role of Client Service Manager.

Role Purpose

• Be a trusted cash management advisor for corporate clients.
• Act a single point of contact and provide outstanding customer service. Our corporate clients include some of the largest multi-national companies, financial institutions and top tier local corporates who will require structured cash management products, constant attention and monitoring.
• To ensure that all ongoing cash management service implementations are supported, that our wallet share is deepened and that any incremental business opportunities with these clients are pursued aggressively.
• To manage operational risks and be responsible for risk assessment, mitigation and control, loss identification and reporting.

Principal Accountabilities

• Providing high standard of one-stop customer service.
• Ensuring all global, regional and domestic client enquiries are resolved to their satisfaction through intensive liaison with other departments locally and globally.
• Liaising with other areas and/or Group offices and formulate solutions to meet client’s requirement.
• Maintaining close relationship with clients through visits and/or customer calls.
• Identifying clients’ needs, cross-selling GPS products and by providing excellent service support for the sophisticated cash management services.
• Extending a consistent customer service proposition to regional customers.
• Leading strategic planning activities and marketing efforts to improve GPS’s market visibility and re-engineering customer service workflows to enhance customers’ banking experience.
• Providing customised services to cater to client’s special needs.
• Co-ordinating staff activities, analysing resources requirement, implementing measures to establish and monitor prompt response to clients.
• Analysing client’s activities, appropriate advice and suggestions are given to clients.
• Providing professional advice to clients on the usage of GPS products, e.g. the interface requirement between client’s back-office system and the Bank’s system.
• Providing solutions to clients in case they encounter any operational problems
• Monitoring product utilisation, identifying training needs and through
• Soliciting client’s feedback on GPS products/system requirements during visits/dialogues and proposing for enhancement/development to GPS Product Team.
• Identifying unusual account activities and/or operational deficiencies during day-to-day investigations.
• Conducting regular competitors’ analysis and service offerings, and formulating counter strategies to competition.

Qualifications

• Experience in banking managing financial institutions.
• Broad knowledge on the banking and regulatory framework are prerequisites.
• Be able to demonstrate strong commitment to service excellence and client relationship management skills in current role
• Proven track record of demonstrating excellent problem solving skills and ability to use the matrix effectively to resolve issues and connect clients to opportunities
• Be able to think through, problem solve, prioritise, and handle difficult situations with pragmatism, common sense and empathy
• Demonstrable experience of challenging the status quo, processes and operations in order to deliver an enhanced client experience
• Able to deliver difficult messages and remain calm under pressure
• Strong influencing and negotiation skills with excellent written and oral presentation skills

Due to the urgent hiring need, candidates with immediate right to work locally and no relocation need will be prioritised.

You’ll achieve more when you join HSBC.

www.hsbc.com/careers

HSBC is committed to building a culture where all employees are valued, respected and opinions count. We take pride in providing a workplace that fosters continuous professional development, flexible working and opportunities to grow within an inclusive and diverse environment. Personal data held by the Bank relating to employment applications will be used in accordance with our Privacy Statement, which is available on our website.

Issued by Hong Kong and Shanghai Banking Corporation Limited Philippines