AVP - Client Service Manager - Business Banking

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If you’re looking for a career that will unlock new opportunities, join HSBC and experience the possibilities. Whether you want a career that could take you to the top, or simply take you in an exciting new direction, HSBC offers opportunities, support and rewards that will take you further.

Business Banking

Through Business Banking our global network offers comprehensive support and services to businesses in the SME market. From expanding overseas to managing the cash and trade flows of an established enterprise, the Business Banking team of Relationship Managers and Product Specialists provides a range of end-to end solutions designed to help small and large businesses reach their potential.   

We are currently seeking an experienced professional to join Business Banking team.

Principal Responsibilities

Impact on the Business 

• Provide support to the RM in delivering an relationship management service which provides value-added services  and guidance to customers, prospects and professionals
• Work with the RM to relationship manage, up to XX of the largest and most complex relationships in the Business Banking Area
• Under the guidance and direction of the RM, analyse the financial reports and MI of customers and prospective customers, preparing credit applications and customer presentations to establish and promote HSBC as the “Leading International Business” bank
• Work with the RM to develop and research a target list of prospect companies, and identify customer needs and researching potential solutions from existing customers
• Act as a coordinator when the RM introduces appropriate colleagues from the product areas and other group entities to develop solutions which meet the needs of the customer
• Support the RM in winning new business
• Identify customer needs and provide solutions which will support  businesses and both grow and maintain long term customer relationships and retain existing customers
• By working with the RM to coordinate the activity of key service providers to implement a joined up approach to identifying business prospects
• Assist the RM in preparing and having Strategic Business Conversations and completing Strategic Business Reviews to ensure that we fully understand the customers plans and needs and provide solutions to meet these.
• Obtaining, researching and analysing customer information (financial and non-financial) to prepare high quality and professional applications for credit facilities and to meet identified customer needs.
• On behalf of the RM, undertaking the appropriate analysis and preparation of proposals, presentations and pitches to prospective customers.
• Keeping up-to-date on knowledge of HSBC’s capabilities

Customers / Stakeholders

• Support the RM in ensuring we identify customer needs correctly
• Assist in the delivery of solutions, products and services appropriate to meet customer need
• Help to improve customer engagement
• To treat customers fairly   in all aspects of strategy, product design & delivery, sales processes, customer literature & correspondence, financial promotions, administration and complaint handling.
• Maintaining excellent communication with Group colleagues to ensure a joined up approach to identifying cross border opportunities where these meet customer needs
• Acting as the primary point of contact for customers and colleagues in the absence of the RM

Leadership & Teamwork  

• Work as an integrated member of the team
• Act as a point of reference for internal colleagues and support both new and existing colleagues
• Working with colleagues and relevant departments as appropriate to ensure that all documents are processed in a timely manner
• Working with the RM to promote HSBC’s global capabilities internally and, where appropriate, to external agencies such as Chambers of Commerce and other related organisations
• Preparing presentations were necessary
• Facilitating referrals from both existing customers and own network
• Work in partnership with colleagues across the HSBC network to deliver exceptional standards and quality of service

Operational Effectiveness & Control 

• 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 minimised
• Respond within agreed timelines to issues raised by audit and external regulators.
• Ensure timely and accurate maintenance of customer information, including KYC requirements in Group systems
• 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 minimise 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.
• 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, targeted future sales efforts and compliance with sales and transactional suitability guidelines and requirements