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Relationship Service Manager
Il y a 2 mois
We are seeking a highly skilled and experienced Relationship Service Manager to join our Wholesale Client Services Team in France. As a key member of our team, you will be responsible for providing exceptional client service and support to our Global Banking clients.
Key Responsibilities- Proactively manage all aspects of Client Services for an assigned group of Relationship Managers/ 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.
- 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.
- 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.
- 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.
- 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.
- Is aware of the Operational Risk scenario associated with the role and acts in a manner that takes account of operational risk considerations.
- 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, the successful candidate will understand the importance of flexible changes that may arise over time in the scope of activities they perform.
