Responsibilities of the Candidate:
- Responsible for the management and execution of client-related service events through the full life-cycle of a client’s relationship with HSBC, for both Global Banking and Commercial Banking lines of business
- Responsible for, but not limited to, the proactive management of credit and operational services for an assigned portfolio of Global Banking clients to ensure a high quality of service is delivered at all times
- Support the Global Relationship Banker or local Relationship Manager to develop and grow long-term relationships with a portfolio of corporate clients.
- Coordinate onboarding activities on behalf of the Relationship Managers aligned to client requirements
- Act as the primary point of contact for clients and internal colleagues. Work with various middle/back offices to ensure smooth delivery of client solutions and efficient feedback to client inquiries.
- Maintain HSBC internal control standards, including timely implementation of internal and external audit points together with any issues raised by external regulators
- Manage workflow of credit and operational services and guide Relationship Managers, Client Managers, and other Relationship Service Managers (RSM) handling Operations and Credit
- Manage all aspects of credit and operational services for an assigned portfolio of corporate clients, and ensure high quality of service delivered at all times
- Support the CARM approval process and collaborate with CAU, Credit Service team, and CARM team on the CARM proposal and Credit Memorandum
- Review and comment on the annual review, Credit Memorandum, and new monies proposal received from CAU in preparation for risk approval submission in CARM
- Support risk management activities in terms of handling RFI-related enquiries and the approval of low/ medium risk CDD periodic review cases for Relationship Managers
- Provide an opinion on operational aspects with various departments (GLCM, Global Market, Business Management, NSC, IT, Business Management, etc.)
- Be the focal point and optimize the workflow of credit and operational services and provide guidance to Relationship Managers, Client Managers, and other Corporate Support Officers (CSOs)
- Assist Relationship Managers with facilities related to operational matters and provide administrative support as required
- Collect relevant information from various sources to enable the Relationship Managers to consider/sanction/seek approval for (a) New facilities (b) Facilities reviews / Adjustments (c)
- Unauthorized over-limit exceptions
- Drive annual review timeliness by active follow-up with 1) CAU analysts’ submission to Relationship Managers & 2) Relationship Managers on reviews and submissions before the agreed day prior to the review deadline
- Comment on the new monies proposal, annual review & credit memorandum received from CAU in prep for risk approval submission in CARM
- Check covenant compliance certificate and covenant fulfillment
- Support Security Control co-ordination
- Check facility letters prepared by Credit Ops or Relationship Managers, ensure the return of acknowledged copies of such letters before the expiry date therein, and take prompt follow-up action on outstanding items
- Check customer and facility-related documents and take prompt follow-up action on outstanding items. To arrange renewal of security documents
- Facilitate the loan drawdown process through close liaison with Client Management and Credit Ops on account opening, and ensure that security requirements have been completed before facility limits are loaded
- Work closely with client managers and relationship managers in the team and support them to complete all KYC processes promptly.
- Execute or support the approval of low/medium risk periodic review profile
- Prepare sector updates and news research summaries for knowledge sharing among frontlines
- Reconcile the data in OMNIA and the baseline in the DCP report
- Deal independently with e-mail or telephone inquiries from customers and liaise closely with other HSBC departments and branches in answering/resolving customer queries/issues.
- Follow-up on outstanding matters
- Undertake all required activities as directed by the line manager or as agreed in annual objectives in support of the development of the Banking business
- Draft reports, letters, memos, etc., and assist in the preparation of performance reports, returns, and other ad hoc requests for the Relationship Managers
- Compile internal returns/analysis in support of the team
- Support Relationship Managers in the team by undertaking ad hoc tasks assigned to them
- Provide timely response to client queries
- Active collaboration with internal stakeholders to orchestrate the process, sharing knowledge and information to ensure service excellence at all times
- Demonstrate proactivity and self-initiation, working with limited oversight
- Promotes high engagement, motivation levels, and adherence to Group values
- Create a robust team environment where skills and knowledge are openly shared to achieve team and business goals including embedding the best place-to-work environment
- Support the team as a fungible resource as and when required
- Maintain and observe all HSBC control standards and implement and observe the Group Compliance Policy, including the timely implementation of recommendations made by internal/external auditors and external regulators
- Uphold the highest level of integrity and act as a role model for all HSBC values and business principles
- Demonstrate a commitment to excellence and perform to the highest standards
- Protect sensitive customer and bank information by ensuring documents, computers, files, and all confidential matters are appropriately handled as set forth by policy. Be vigilant in driving staff behavior in an aligned fashion, holding them accountable for any violation of policy.
- Act as an escalation point regarding service issues and assist in identifying and progressing service improvement and sales opportunities
Requirements:
- Solid understanding of Banking operations and its products/services, general knowledge of trade, treasury, and payment and cash management products and activities
- Relevant work experience supporting Relationship Managers or Sales teams in a financial institution (bank or non-bank)
- Relevant credit application and credit monitoring experience (minimum 2 years)
- Strong knowledge of regulatory requirements
- Excellent client servicing skills (minimum 2 years of service in a client-facing role)
- Results-focused and an ability to manage and prioritize multiple tasks in a fast-moving environment
- Ability to work independently but also as a team player, with highly developed interpersonal skills
- Ability to prioritize competing demands
- Ability to understand and consolidate diverse and complex business information and identify and mitigate risk issues
- Be change-oriented and explore ways of enhanced working and have a forward-thinking mindset, in line with the Group’s values and strategy
- Excellent analysis and problem-solving skills
- Proficient in Microsoft Office
- Fluent in verbal and written English
- Minimum Graduation or as required for the role, whichever is higher