AM GTS Client Services

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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 Assistant Manager GTS Client Services.
HSBC Global Trade Solutions 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 Commercial (CMB) and Global Banking & Markets (GBM) clients. It has been repeatedly recognised by the industry’s most prominent publications and associations in numerous awards for its strength in combining innovation and service excellence with end-to-end client solutions
The GTS Client Service Manager (CSM) 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). The main purpose of the role is to:

• Deliver a valued and best in class client experience, built on deep Services SME expertise, strong internal networks across frontline (Business Development Managers and Relationship Managers) and back office functions, and a deep understanding of the client’s trade business across the Group
• Own, manage and successfully resolve clients’ transactional queries, issues and complaints, in line with agreed SLAs and relevant standards (incl. financial crime and regulatory)
• Provide timely (often pro-active) and accurate guidance and recommendations to clients to help them manage their business effectively and build trust in our offering and service proposition with a view to gaining new business
• Contribute to the achievement of revenue growth through retention, reduced sales time on service, proactive management of GTS service performance and increased clients’ usage of self-service solutions
• Provide transactional trade advice to assigned clients, BDMs and RMs, and provide input to account planning
• Support the coaching, onboarding and training of other CSM team members and contribute to the successful embedding of a high performing culture and behaviours
• Embrace HSBC’s values and always strive to deliver fair outcomes for clients and HSBC

In this role, you will:

• Deliver GTS’ 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
• Help embed a client-centric culture by putting the client at the heart of our service provision
• Provide high quality service to clients by resolving service quality issues in a timely manner and implementing preventative measures to protect service levels.
• 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.
• 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.

To be successful in this role, you should meet the following requirements:

Essential

• Deep knowledge and experience in GTS products / processes
• 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

Desirable

• CITF certification (or another relevant trade qualification) is highly desirable

Due to the urgent hiring need, candidates with immediate right to work locally and no relocation need will be prioritised
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Issued by Hong Kong and Shanghai Banking Corporation Limited Philippines