Relationship Service Manager

Some careers open more doors than others.

If you re looking to unlock new job opportunities, take a look at the possibilities right on your doorstep here at HSBC.

Role Purpose

The Wholesale Client Services (WCS) team is 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

The RSM is 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

The RSM will 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 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 provide guidance to Relationship Managers, Client Managers, and other Relationship Service Managers (RSM) handling Operations and Credit

Proactively 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 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 on low/ medium risk CDD periodic review cases for Relationship Managers

Provide 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 (CSO)

Assist Relationship Managers with facilities related to operational matters and provide administrative support as required

Principal Responsibilities

Impact on the business

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) Unauthorised 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 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 fulfilment

Support Security Control co-ordination

Check facility letters prepared by Credit Ops or Relationship Managers, ensure the return of acknowledged copies of such letters prior to 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 process in a timely manner. Execute or support the approval of low/medium risk periodic review profile Prepare sector update and news research summary for knowledge sharing among frontlines Reconcile the data in OMNIA and the baseline in DCP report Deal independently with e-mail or telephone enquiries from customers and liaise closely with other HSBC departments and branches in answering / resolving customer queries / issues. Proactively follow-up on outstanding matters

Undertake all required activities as directed by line manager or as agreed in annual objectives in support of the development of the Banking business

Customers / Stakeholders

Draft reports, letters, memos etc. , and assist in 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 by them

Provide timely response to client queries

Leadership & Teamwork

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 robust team environment where skills and knowledge is openly shared to achieve team and business goals including embedding a best place to work environment

Support the team as a fungible resource as and when required

Operational Effectiveness & Control

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 behaviour in an aligned fashion, holding them accountable for any violation of policy.

Act as an escalation point regarding service issues and assist to identify and progress service improvement and sales opportunities