Associate Relationship Manager

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Principal Responsibilities 

The jobholder is expected to source and manage customers and relationships by allocating time and resources effectively to successfully win new quality business from our competitors by acting as Relationship Manager. The jobholder will develop and maintain a robust network of business introducers, driving revenue growth via acquisition of quality new relationships and increased referral business.

• Win new to Bank customer relationships by:
• Establishing a network with key business introducers in the local community and working in partnership with them to exchange warm introductions.
• Developing an effective relationship management strategy to reach prospects with international and domestic businesses.
• Researching the market and proactively looking for ways to differentiate and deliver real value to prospect customers.
• Generate new business through proactive management of shadow portfolios, building and maintaining a high quality pipeline of new income opportunities.
• In conjunction with management, establish strong relationships with HSBC international and domestic customers/prospects and accountants/lawyers, Trade Advisors, other international related organizations etc.
• Work with product partners (such as Trade, Insurance) to assess needs of international and domestic customers and offer appropriate solutions.
• Keep abreast of external factors influencing international and domestic business e.g. economic, cultural, geographical, procedural and regulatory requirements.
• Maintain excellent communication with Group colleagues to ensure a joined up approach to identifying and capturing cross border opportunities.
• Align to MTO and Area Operating Plans defined by the Group (Revenue, RWA, RoRWA etc.).
• Active cross country referrals facilitated via Global Links and local or overseas IBC, whichever appropriate.
• Put customers first in all that we do and develop/increase connectivity and leverage customer engagement and recommendation to generate new business.
• Own customer engagement; ensure service excellence at all times, for all aspects of any customer, prospect or professional’s interaction with HSBC.
• Be an ambassador for HSBC and develop the bank’s profile in the local business community.
• Work in partnership with colleagues across the HSBC network to deliver exceptional standards and quality of service and to drive referral business to/from other segments, customer groups, group entities and service specialists cross border
• Establish an effective dialogue/ working relationship   with Risk Management teams in order to build a sustainable asset growth.
• Ensure fairness in all aspects of strategy, product design & delivery, sales processes, customer literature & correspondence, financial promotions, administration and complaint handling.
• Participate in internal and external business events, road shows and seminars as required by the business
• Enhance the Bank’s image in the marketplace to build key relationships with third parties, and in conjunction with management, establish strong relationships with HSBC customers/prospects and accountants/lawyers, Trade Advisors etc.
• Deliver presentations/speeches where necessary, effectively presenting solutions specifically tailored to the needs of the customer and explaining the value add / benefits.
• Encourage referrals from a wide range of professional contacts to gain new business through recommendation
• Lead, inspire and motivate junior colleagues to ensure a seamless relationship management service is delivered all customers and proactively share knowledge, experiences and best practices with junior RMs.
• Live the Group Values.
• Act as an ambassador for the team and contribute fully to its development, effectiveness and success.
• Support new and existing colleagues promoting and contributing to an engagement culture.
• Coach and provide development support to other RMs and support officers, taking a genuine interest in their progression.
• Maintain excellent communication with Group colleagues to ensure a joined up approach to identifying and capturing cross border opportunities.
• Provide active feedback to seniors on process, operations, risks etc and make recommendation as to how these can be changed to secure the customer and the bank.
• Adhere to structures and processes in place for the management of credit, operational, reputation and regulatory risk.
• Ensure credit and operational quality is not compromised in the pursuit of income
• Ensure operational losses and fraud are minimized
• Resolve any/all identified issues promptly, and escalate concerns to management as appropriate to ensure timely awareness of any material concerns.
• 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.
• Maintain awareness of operational risk within assigned portfolio and minimize the likelihood of it occurring including its identification, assessment, mitigation and control, loss identification and reporting.
• Protect sensitive customer and bank information by ensuring documents, computers, files, and all confidential matters are appropriately handled as set forth by policy. 
• 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.
• Ensure all sales and prospecting activity documentation is complete to provide performance tracking and follow up future sales efforts.
• Liaise with direct service channels if/when appropriate to certify and deliver an outstanding service to customers.
• Compliance with and management of sales suitability risks and requirements
• Ensure all completed sales and prospecting activity documentation is appropriately completed, approved and stored to provide performance tracking, future sales efforts and compliance with sales and transactional suitability guidelines and requirements